Patient Services Supervisor

POSITION TITLE: Patient Services Supervisor

DEPARTMENT: Patient Services

WAGE GRADE: 15

FLSA STATUS: Non-Exempt 

ESC CODE: 43-1011

FUNDING SOURCE: Indirect  

OPENING: May 16, 2025

CLOSING: May 26, 2025

Position Summary:

This position is responsible for the effective coordination of administrative and patient services support to ensure effective clinic operations.  This position provides oversight and ensures staff is available for greeting and welcoming patients, answering the phone, scheduling appointments, collecting patient information and insurance documents and entering data into the electronic health records (EHR) system. Cross training with other staff is required in order to maintain quality services and provide adequate staff coverage.

Serves as a super user for the Electronic Health Record (EHR) system, acting as a primary resource for staff in navigating and troubleshooting the EHR. This includes providing frontline support for registration and scheduling workflows, participating in system updates or changes, and ensuring data integrity. The super user collaborates with IT and clinical teams to test new features, assist in training staff on system use, and communicate issues or improvements. Must stay informed of EHR upgrades and ensure that front desk operations are aligned with organizational standards and regulatory requirements related to documentation and reporting.

This position requires compliance with the Health Center’s compliance standards, including its Standards of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element considered as part of the position’s regular performance evaluation. 

 Essential Functions:

1. Hires, trains, assigns, schedules, directs, supervises, evaluates and disciplines assigned employees.


2. Answers telephone and greets patients and visitors; provides information and assistance; schedules appointments and follow-ups; resolves problems; prioritizes questions and concerns for supervisor’s attention.


3. Provides exceptional customer service; manages customer situations; responds to requests for service and assistance.


4. Ensures readiness and staffing of reception and front desk operations; ensures patient service areas are organized and neat; develop and update forms as necessary; and, design and print signs for clinic closures.


5. Establishes and maintains files, records, and other information sources related to patient services; keeps suspense file on recurring and other scheduled requirements for replies and reports.


6. Controls, monitors and maintains departmental supplies; submits supply requests to the individual responsible for ordering.


7. Ensures the proper collection of patient demographic information, insurance information, permission for service, CIB, etc.; scans documents into patient charts for registration and billing; ensures patient registration information is updated at least annually and as needed; gathers and completes documents for accurate billing and UDS reporting.


8. Respects and maintains the privacy and dignity of patients; and, assures patient confidentiality at all times.


9. Collects payments and applies payments from insurance and patients; review weekly patient billing statements to check for accuracy prior to mailing; communicate with billing office to ensure accurate billing.


10. Compile information for UDS reporting.


11. Superuser attends EHR meetings including, but not limited to, ANTHC, Cerner Patient portal as the.


12. Schedules patient transportation and labs drop offs as well as provides back up when driver is not available.


13. Must comply with federal laws and regulations as required by the HIPAA.


14. Performs related duties.

Knowledge, Skills and Abilities:

• Knowledge and experience in medical clinic office operations.


• Knowledge of HIPAA.


• Knowledge of patient registration principles.


• Knowledge of supervisory principles and practices.


• Knowledge of modern office principles and practices.


• Knowledge of computers and job-related software programs.


• Knowledge of basic accounting principles, bookkeeping, budgeting, and financial reporting.


• Knowledge of customer service principles.


• Ability to communicate essential information to patients and families.


• Ability to communicate clearly and effectively, both orally and in writing, using tact and sensitivity.


• Ability to prioritize and shift priorities to accommodate changing needs of the department.


• Ability to organize the multiple demands of the job.


• Ability to work well under pressure with minimal supervision.


• Ability to work with personal computer and utilize a variety of software applications, including office software systems and EHR system.


• Skill in time management, prioritizing and organizing work, and attention to detail.


• Skill in employee management and supervision.


• Skill in interpersonal relations and customer service.


• Skill in the maintenance of files and records.


• Skill in the use of computers and job-related software programs.


• Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.


• Skill in oral and written communication.


• Skill in problem-solving and conflict resolution.

Work Environment/Physical Demands:

The work involves moderate risks or discomforts that require special safety precautions, including exposure to contagious diseases. Employees may be required to use protective clothing, such as masks, gowns, coats, boots, goggles, gloves, or shields.

The work is sedentary. Typically, the employee sits comfortably to do the work.  However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. The employee must be able to read, write, speak and hear.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory and Management Responsibility:

This position is a first level supervisor and is responsible for the work performance of assigned employees. Supervisory responsibilities are carried out in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Qualifications:

• High school diploma or GED.


• Three (3) years of related experience, including one (1) year of supervisory experience.


• Possession or ability to readily obtain a valid driver’s license issued by the State of Alaska with a clean driving record.


• Must successfully pass a criminal and background check.

Disclosures:

•  We welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

• THE YAKUTAT TLINGIT TRIBE IS A DRUG FREE WORKPLACE. THIS POSITION MAY BE SUBJECT TO RANDOM DRUG TESTING AND CRIMINAL HISTORY CHECK.  
  

• Preference will be given to qualified Yakutat Tlingit Tribal Member and/or Alaska Native candidates.

• NATIVE AMERICAN PREFERENCE WILL BE APPLIED TO HIRING OF THIS POSITION AS DEFINED IN TITLE 25, US CODE, CHAPTER 14, SUBCHAPTER V, SUBSECTION 273 AND 274.  WE ARE AN EQUAL OPPORTUNITY EMPLOYER WITH PREFERENCE GIVEN TO QUALIFIED NATIVE AMERICAN/ALASKA NATIVE APPLICANTS IN ACCORDANCE WITH FEDERAL LAW AND TRIBAL POLICY.