Patient Service Representative Supervisor- Family Practice

At Duly Health and Care you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative physician-led team that works as one and puts patients at the center of everything we do.

With a connected network of providers care teams and services across primary and specialty care surgery centers imaging lab and therapy you are part of a system designed to deliver high-quality coordinated care. Together we create an environment where you can grow contribute and help improve the experience and outcomes for every patient we serve.

Benefits:

Comprehensive medical dental and vision benefits that include healthcare navigation assistance.
Access to a mental health benefit at no cost.
Employer provided life and disability insurance.
$5250 Tuition Reimbursement per year.
Immediate 401(k) match.
40 hours paid volunteer time off.
A culture committed to community engagement and social impact.
Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Patient Service Supervisor- Aurora

The Supervisor of Patient Services oversees front desk operations to ensure exceptional customer service efficient workflows and compliance with organizational standards. This role provides leadership to the Patient Service Representative by guiding daily activities delivering on performance goals developing top talent and implementing progressive improvements when needed. The Patient Service Supervisor fosters a welcoming environment drives performance improvement and ensures that departmental goals align with quality care and positive patient experience.

Oversight Engagement and Development:

• Builds strong culture while instilling Duly values and behaviors.

• Supervises Patient Service Representatives providing coaching training and clear expectations.

• Promotes team member development and retention by performing regular facilitated coaching and feedback sessions.

• Monitors daily operations to ensure consistent adherence to policies procedures and service standards.

• Ensures Patient Service Representatives have the resources needed and clearly defined priorities readily available to them to promote daily success.

• Serves as the escalation point for complex patient concerns scheduling conflicts or billing issues.

• Supports the screening and interview process for open positions by reviewing applications conducting interviews and communicating with candidates.

Operational Management and Excellence:

• Manages time-off approvals while proactively ensuring appropriate staffing coverage across all shifts.

• Oversees scheduling workflows optimizing provider availability and resource capacity to improve patient access and reduce wait times.

• Understands key clinic workflow performance indicators and articulates the desired outcomes with all Patient Care Representatives.

• Reviews and analyzes performance dashboards daily; identifies trends sets improvement targets and implements corrective actions.

• Oversees accurate and timely documentation in EPIC including patient demographics insurance verification and emergency contacts.

Communication & Collaboration:

• Facilitates daily and weekly team huddles sharing updates workflow improvements and operational insights.

• Coordinates with clinical staff and leadership across multiple departments to align patient access operations with broader care delivery goals.

Compliance & Quality

• Ensures strict adherence to HIPAA and patient confidentiality standards.

• Develops and enforces policies to maintain a clean welcoming and efficient front desk environment.

• Leads special projects and process improvement initiatives to enhance patient satisfaction and departmental efficiency.
  
  EXPERIENCE:

• Minimum 3 years of experience in a medical office or clinical setting required.

• At least 1 year of supervisory or team lead experience is strongly preferred.

• Prior experience in patient access scheduling or front desk operations required.

EDUCATION and / or CERTIFICATION/LICENSURE:

• High School diploma or equivalent required.

• Associate or bachelors degree in healthcare administration Business or related field preferred.

KNOWLEDGE SKILLS AND ABILITIES:

• Strong leadership and supervisory skills with the ability to motivate and develop staff.

• Exceptional customer service orientation and commitment to patient-centered care.

• Advanced proficiency in EPIC or similar EMR systems.

• Knowledge of medical office procedures insurance verification and patient access workflows.

• Skilled in operating multi-line phone systems personal computers and Microsoft Office Suite (Excel Word Outlook).

• Analytical mindset with ability to interpret performance metrics and drive improvements.

• Excellent organizational time management and problem-solving skills.

• Professional collaborative and adaptable attitude with strong communication skills.

If you are committed to putting our patients first and helping shape the future of care you belong at Duly.

The compensation for this role includes a base pay range of $58250-$87379 with the actual pay determined by factors such as skills experience education certifications geographic location and internal equity. Additional compensation may be available through shift differentials bonuses and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position however all employment decisions will be made by a person.