Patient Services Supervisor

Position Purpose:

The Patient Services Supervisor provides leadership and operational oversight of front-end patient access functions—including reception and scheduling—referred to as the Patient Services Representative (PSR) team. This role ensures the delivery of exceptional customer service when interacting with patients, vendors, insurance companies, and other medical facilities. The Supervisor also acts as a liaison between providers, patients, and staff to maintain efficient front-office operations. The ultimate goal is to ensure patients experience seamless, timely, and accurate access to care while supporting overall clinic efficiency and compliance with regulatory standards.

Position Qualifications:

• Associate's or Bachelor's degree in Healthcare Administration, Business or a related field required, or an equivalent combination of education and relevant experience.
• Strong leadership, coaching and team-building skills.
• Exceptional organizational and time-management abilities.
• Excellent verbal and written communication.
• Knowledge of healthcare regulations, revenue cycle processes, payer requirements, and HIPAA compliance.
• Ability to manage multiple priorities and collaborate effectively across departments.
• Strong leadership, coaching, and team-building skills.

Experience:

• Minimum of 2-3 years of experience in patient access, medical office management, or healthcare operations.
• Prior supervisory experience is required.
• Experience as a receptionist, scheduler, or in revenue cycle operations within a medical practice or hospital is preferred.
• Experience with Athena EHR/PM software is preferred.
• Experience in a Rural Health Clinic or Federally Qualified Health Center (FQHC) is preferred.

Job Responsibilities:

• Oversee daily front-desk operations, including check-in/check-out, insurance verification, and patient communications.
• Manage centralized scheduling and ensure alignment with provider preferences and templates.
• Collaborate with Nursing Supervisors and Department Directors to optimize appointment access and patient flow.
• Analyze and refine workflows to enhance operational efficiency and patient satisfaction.
• Ensure compliance with HIPAA, CMS, and payer-specific registration requirements.
• Partner with IT and EHR teams to maximize the effectiveness of access-related technology and reporting tools.
• Coordinate closely with Clinical Services, Revenue Cycle, and Quality departments to support care delivery and administrative functions.
• Support initiatives aimed at improving patient engagement, access to care, and service delivery models.
• Develop and maintain staff schedules to ensure appropriate coverage; manage shift changes and call-ins.
• Monitor employee attendance, review and approve time-off requests, and manage timecards using ADP within payroll deadlines.
• Ensure PSRs complete required training; track monthly compliance with ongoing education requirements.
• Conduct performance evaluations, including 90-day reviews for new hires; engage in career development discussions.
• Address performance issues in a timely, consistent, and constructive manner.
• Perform other duties as assigned.

All employees are required to adhere to RCBC’s high standards of customer service excellence.

Disclaimer:

Job descriptions are not intended and do not create employment contracts. RCBC maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. All job descriptions have been reviewed in an attempt to illustrate the jobs functions and basic duties, in addition to ‘peripheral tasks’ or that could generally be considered ‘other duties as assigned.’ In no instance, however, should the duties, responsibilities and requirements be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Requirements, experiences, qualifications, knowledge, skills, and abilities have been determined to illustrate the minimal standards required to successfully perform the position.

About Us:

The Robert C. Byrd Clinic (RCBC) is a Rural Health Clinic accredited by the NCQA as a Patient-Centered Medical Home - Level 3. RCBC, located in historic Lewisburg, WV, offers Quality Healthcare...Close to Home.

We are located on the campus of the West Virginia School of Osteopathic Medicine (WVSOM). As a comprehensive not-for-profit health care organization, we are committed to providing quality primary health care to the residents of the greater Greenbrier Valley and surrounding areas. In addition to serving the local communities, RCBC serves as a primary clinical training site for WVSOM students, interns, and residents. We offer a wide range of primary care services, including medical acupuncture, diabetic education, acute care, family medicine, psychology, internal medicine, osteopathic manipulative medicine, pediatric medicine, proctology, mental health, and radiology.

Employment at RCBC is contingent upon the timely and successful completion of a post-offer drug screen, U.S. Citizenship and Immigration Service’s I-9 form, and background investigation including but not limited to whether you have been sanctioned or excluded from participating in any Medicare, Medicaid, or other government-funded programs.

RCBC is an Equal Opportunity Employer.