Job Description
Job Description
Description :
The Patient Services Representative (PSR) Supervisor provides leadership and supervisory support across all PSR levels (I-IV) to ensure efficient and high-quality operations of front-office services. This position is responsible for mentoring staff, overseeing day-to-day workflow, resolving escalated concerns, and ensuring compliance with organizational standards and protocols. The PSR Supervisor works closely with clinic / practice leaders to align team performance with overall clinic goals.
Requirements :
Patient Services Representative Supervisor
Responsibilities :
Supervision and Leadership :
- Oversees daily operations and performance of PSR teams, ensuring all responsibilities across PSR levels I-IV are met.
- Provides leadership, guidance, and support to staff, promoting a positive and collaborative work environment.
- Monitors and evaluates individual and team performance, addressing areas of improvement through coaching and constructive feedback.
- Ensures staff adherence to clinic policies, procedures, and HIPAA standards.
- Assists in onboarding, coaching, and training new and existing PSR team members.
- Promotes ongoing staff development by identifying learning opportunities, overseeing competency improvement plans, and facilitating regular skill updates.
Administrative Duties :
Supervises scheduling and assignment of PSR staff to optimize patient flow and ensure maximum efficiency and coverage.Escalates unresolved operational issues or complex patient situations to clinic / practice leaders.Assists clinic leadership in implementing quality improvement and process enhancement initiatives.Reviews end-of-day reports for accuracy and completion, addressing inconsistencies as needed.Monitors wait times, patient scheduling, and clinic operations to maintain patient satisfaction and workflow efficiency.Problem-Solving and Escalation :
Serves as the primary point of contact for resolving escalated staff or patient concerns.Assists PSRs and providers with troubleshooting scheduling issues, cash management concerns, and other operational challenges.Collaborates with practice management to resolve conflicts or disciplinary matters as appropriate.Human Resources Collaboration :
Participates in hiring, interviewing, and onboarding processes for new PSRs.Provides input for performance evaluations, corrective action plans, and professional growth opportunities for PSR staff.Compliance and Communication :
Ensures staff compliance with organizational and departmental protocols, including but not limited to HIPAA.Communicates organizational updates, policy changes, and best practices to PSR teams.Facilitates effective communication between the PSR team and clinic leadership.Additional Duties :
Assumes responsibility for special projects or tasks as assigned by clinic / practice leaders.Performs all responsibilities outlined in PSR levels I-IV as needed.Education, Experience, and Skills :
Education :
High school diploma or GED required; Associate’s or Bachelor’s degree preferred.Experience :
Minimum of 3 years of experience in a medical office or similar healthcare setting.Previous experience in a supervisory or leadership role is strongly preferred.Skills and Qualifications :
Comprehensive understanding of clinic operations, medical office procedures, and terminology.Excellent leadership, mentoring, and team-building skills.Strong problem-solving and conflict resolution abilities.Ability to prioritize and multitask in a fast-paced environment.Outstanding communication and interpersonal skills, with a focus on customer service (e.g., AIDET).Proficient in software systems, including Microsoft Office Suite and scheduling / EHR systems.Knowledge of ICD-10 and CPT coding preferred.Strong organizational skills and attention to detail.Ability to uphold patient confidentiality per HIPAA regulations.This revised Patient Services Representative Supervisor role consolidates leadership and supervisory responsibilities while supporting all PSR levels (I-IV). It focuses on ensuring operational efficiency, staff development, and collaboration with clinic / practice leaders.
