Supervisor Patient Services

Essential Job Functions and Responsibilities

1. Supervision and Department Oversight

• Oversee daily operations of the Patient Services Department for BUSD/BCNH.

• Hire train schedule and evaluate staff in accordance with HR policies.

• Set wages create staff schedules and manage employee timecards.

2. Policy Management and Compliance

• Maintain and update policies and procedures for Patient Services staff.

• Communicate changes clearly and ensure compliance.

• Stay current with EPIC EMR updates and train Patient Service Representatives (PSRs) accordingly.

• Maintain patient data integrity through work queues and routine audits.

3. Front Desk Support

• Provide front desk coverage at BUSD as needed.

• Perform all front desk duties and assist with issue resolution.

• Support and train front desk staff.

• Streamline workflow between registration/front desk and the business office.

4. Budget and Resource Management

• Oversee budget for the Clinic Patient Services Department and Work Study Program.

• Track clinic budget process invoices in the Microix system and manage departmental expenses.

• Notify the University Budget Manager of any anticipated variances.

• Monitor human resource needs and manage supply ordering and inventory.

5. Administrative Support

• Perform administrative tasks such as filing report preparation internal memos and patient correspondence.

• Verify student health plan enrollment.

6. Interdepartmental Collaboration

• Maintain positive relationships with clinic departments students and physicians.

• Serve as liaison between Patient Services and other clinic staff.

7. Medical Records Management

• Enforce and train staff on Medical Records Policies and Procedures.

• Manage medical records with attention to workflow space allocation and access compliance.

• Approve patient information releases and respond to related correspondence.

• Handle thirdparty record requests and provide sworn testimony on behalf of the University as needed.

8. Patient Relations and Management Team Participation

• Attend monthly PMG and other leadership meetings.

• Address urgent patient complaints and staffing concerns.

• Handle emergency calls patient correspondence and Epic documentation.

• Resolve fee customer service or staffingrelated complaints; escalate faculty or studentrelated concerns to the Clinic Medical Director.

9. HIPAA Compliance

• Serve as the clinic HIPAA liaison and report any potential violations.

• Ensure patient rights regarding health information access and restrictions are upheld.

10. Accounts Receivable Oversight

• Manage aging accounts receivable according to University standards.

• Monitor financial adjustments and writeoffs.

11. IT and Systems Coordination

• Interface with the institutions IT department as needed.

12. Work Study Program Management

• Recruit and onboard student employees.

• Submit Work Study Authorization Forms and related documents.

• Approve student timecards as necessary.

13. External Lab and Provider Coordination

• Address billing issues with Labcorp and collaborate with Labcorp representatives.

• Maintain and update RUPA and Fullscript provider/staff lists.

Other Responsibilities

• Update front desk resources and materials as needed.

• Plan and organize front desk functionality including space design.

• Act as primary contact for reminder call service and prepare closure recordings.

• Perform other duties as assigned by the Business Office Manager.

Qualifications and Requirements

Knowledge

• Strong understanding of clinic operations management principles and confidentiality/compliance regulations.

• Familiarity with the basic philosophies of natural medicine is preferred.

• Knowledge of basic cashhandling procedures including bank deposits.

• Understanding of generally accepted accounting principles (GAAP).

• Proficiency with medical accounting softwarespecifically EPICand other relevant software and databases.

• Familiarity with practice management standards in medical clinics or hospital settings.

• Knowledge of medical coding systems (ICD10 and CPT) and reimbursement processes.

• Knowledge of state and federal laws related to health information management.

• Ability to crosstrain and perform all essential duties of the roles being supervised.

Skills and Abilities

• Demonstrated excellence in customer service and a professional demeanor.

• Proficiency in using the EPIC system for patient information management.

• Selfmotivated and capable of working independently without supervision.

• Excellent phone etiquette and interpersonal communication skills.

• Ability to work effectively and cooperatively with a large diverse team including staff students faculty and administrators in a highpressure environment.

• Skilled in training and providing constructive feedback to staff.

• Proficient with Microsoft Office Suite (Word Excel Outlook Access) with the ability to create clear userfriendly reports and tools.

• Mastery of the essential functions of all positions supervised.

• Strong organizational skills and keen attention to detail.

• Ability to multitask manage competing priorities and meet objectives with a high degree of individual accountability.

• Excellent written and verbal communication skills.

• Strong interpersonal skills and confidence in public speaking including addressing large groups.

Experience

• 35 years of progressively responsible experience in a medical office or patient services setting including use of EPIC for patient scheduling demographic entry and billing.

• Experience handling high call volumes staff scheduling and managing background data in patient systems.

• Minimum of 3 years in a supervisory role with responsibilities including scheduling performance evaluation disciplinary actions and hiring/firing.

• At least 3 years of experience working in a medical records and billing office environment.