Patient Care Representative Supervisor

Patient Care Representative (PCR) Supervisor
Job Type: Full-Time
Reports To: Administrative Director

Job Summary:

The Patient Care Representative (PCR) Supervisor is responsible for the daily operations, performance, and development of the PCR team, including front desk, phone support, insurance referrals, and prior authorization teams. This position ensures a high standard of patient service by supervising staff, optimizing workflows, coaching employees, and enhancing the overall patient experience. The PCR Supervisor acts as a key liaison between staff and management, driving performance improvement and operational excellence.

What We Offer:

• Enhanced Benefits Package: Enjoy a comprehensive benefits package that includes discretionary paid time off to ensure a healthy work-life balance and a 401(k) plan with employer match.
• Professional Growth Environment: At MFM Health, we are committed to your professional development. We offer continuous opportunities for learning and career advancement in a supportive and collaborative environment.

Key Responsibilities:

Supervisory & Leadership Duties:

• Lead, train, and mentor the Patient Care Representative (PCR) team to ensure high levels of service, professionalism, and efficiency.

• Provide structured coaching and development opportunities for staff, fostering a culture of continuous learning and professional growth.

• Conduct regular performance evaluations, providing constructive feedback, and setting performance improvement goals.

• Monitor and manage individual and team performance, addressing performance issues with clear corrective action plans when necessary.

• Serve as the primary point of escalation for employee concerns, patient complaints, and operational issues, ensuring timely resolution.

• Works with the Administrative Director to develop and implement office policies, procedures, and best practices to improve efficiency, compliance, and patient satisfaction.

• Oversee and manage staffing schedules to ensure appropriate coverage at all times, adjusting as needed to accommodate high-volume periods or staff shortages.

• Facilitate ongoing team meetings to discuss workflow improvements, performance updates, and employee concerns.

• Collaborate with the Administrative Director on process enhancements, strategic initiatives, and operational efficiencies.

• Oversee Votacall system functionality, PCR user reporting, and optimization of Votacall and PCR performance.

Employee Development & Coaching:

• Conduct one-on-one coaching sessions with team members to reinforce best practices, address concerns, and encourage professional growth.

• Provide training for new hires and ongoing training for existing staff on policies, procedures, EMR (AthenaHealth), and patient service standards.

• Identify and implement employee engagement strategies to promote retention, job satisfaction, and a positive workplace culture.

• Recognize and reward high-performing employees to encourage excellence and motivation.

• Address behavioral and performance concerns proactively, utilizing progressive disciplinary actions when necessary in consultation with the Administrative Director.

Administrative & Patient Services Duties:

• Oversee and ensure the accuracy of patient check-in and check-out processes to maintain an efficient and welcoming front desk experience.

• Monitor timely scheduling, appointment confirmations, and follow-ups to reduce no-shows and improve patient flow.

• Ensure proper insurance verification, referral and prior authorization processes, and demographic management to support revenue cycle management.

• Maintain compliance with HIPAA, OSHA, and other healthcare regulations to uphold patient confidentiality and safety standards.

• Supervise the management of patient records, documentation accuracy, and the efficient use of EMR (AthenaHealth)

• Assist with financial transactions, including payment collection, reconciliation, and reporting as needed.

Qualifications & Skills:

Education: High school diploma or equivalent required; Associate’s or Bachelor's degree in healthcare administration or a related field preferred.

Experience: Minimum of 2 years of experience in a medical office setting, with at least 1 year in a supervisory or leadership role.

• Strong leadership and team management skills, with experience in employee coaching and development.

• Outstanding customer service skills, a positive attitude, and a professional demeanor.

• Knowledge of medical office operations, insurance verification, and EMR systems preferred.

• Excellent problem-solving, conflict resolution, and decision-making abilities.

• Strong communication and interpersonal skills to effectively work with patients, staff, and healthcare providers.

• Ability to multitask and perform efficiently in a fast-paced, high-volume medical office environment.

Pay Range: 52K to 76.5K

Work Environment & Benefits:

• Office-based position with direct interaction with patients, staff, and leadership.

• Competitive salary with comprehensive benefits, including health insurance, PTO, and retirement plans.

• Opportunities for career advancement and professional development.