Patient Services Supervisor

Tepeyac Community Health Center•Denver, CO

4d•$28 - $31

About The Position

The Patient Services Supervisor position is the fifth step within the Patient Services series. This position will be a frontline leader to the Patient Services (PS) team and will know how to perform the duties of PS1, PS2, and PS3. To ensure quality care for the Tepeyac Community Health Center patient population, the Patient Services Supervisor provides direct supervision and day-to-day operational oversight of Patient Services team members. This role supports efficient operational flow, staff performance, and consistent execution of workflows as communicated by the Patient Services Manager and in alignment with organizational policies, procedures, and regulatory requirements. The Patient Services Supervisor serves as the first-line leader and primary point of contact for patient services specialists, providers, and other staff regarding daily workflow coordination, troubleshooting, and staff support involving the front desk or call center. This position provides real-time coaching, training, and performance feedback to the Patient Services Specialists, assists with scheduling needs including vacation requests and sick calls to ensure appropriate clinic coverage, and escalates concerns as needed. The Patient Services Supervisor partners closely with the Patient Services Manager by clearly communicating expectations, monitoring adherence to workflows, processes, and completing routine audits related to the front desk and call center.

Requirements

High School diploma or GED required.
Five or more years of customer service experience, with at least two years in healthcare
Oral and written fluency in English required.
Oral fluency in Spanish required.
Strong verbal and written communication skills with the ability to listen actively, provide clear direction, and deliver feedback in a respectful and constructive manner.
Demonstrated ability to support, coach, and guide staff in a collaborative, team-oriented clinical environment.
Ability to lead by example, promote accountability, and maintain professionalism in a fast-paced healthcare setting.
Highly organized with the ability to manage multiple priorities, respond to real-time operational needs, and support efficient operational flow.
Flexible, adaptable, and solution-oriented, with the ability to adjust to changing clinic operations and patient care demands.
Ability to work independently while collaborating effectively with providers, supervisors, and other departments.
Demonstrated commitment to culturally responsive and equitable care, with the ability to work effectively with individuals of diverse backgrounds, including race, ethnicity, age, gender identity, sexual orientation, and immigration status.
Strong alignment with Tepeyac’s mission, values, and commitment to serving underserved communities with compassion, respect, and humility.

Responsibilities

Increase employee motivation, retention, and engagement by providing ongoing coaching, guidance, and support the team.
Provide direct day-to-day supervision of Patient Services Specialists, including monitoring performance, professionalism, attendance, and adherence to operational and clinical standards.
Provide real-time feedback, corrective coaching, and recognition of strong performance to support staff development and accountability.
Address performance, punctuality, and conduct concerns in a timely and professional manner and communicate patterns or concerns to the Patient Services Manager.
Lead check-ins and participate in annual performance evaluations by providing written and verbal feedback to support staff growth and development.
Promote teamwork, accountability, and a positive work environment across the team.
Direct and monitor daily patient flow at front desk and/or call center to ensure efficient processing of patients and smooth clinic operations.
Write and oversee daily PS assignments including daily coverage, task distribution, and coordination of breaks to ensure appropriate clinic coverage.
Monitor real-time clinical flow and redistribute PS support as needed to reduce bottlenecks and delays.
Ensure all patient encounters, calls, and check-ins are completed efficiently and with minimal errors.
Active schedule management-identifying areas of opportunity to maximize schedule utilization.
Serve as the first-level troubleshooter for workflow disruptions, staffing gaps resulting from same-day call-offs, and urgent patient care needs.
Act as the first level escalation point for patient complaints or concerns, elevating as appropriate.
Ensure all Patient Services Specialists adhere to clinical policies and procedures (ex. HIPAA, OSHA).
Monitor completion and accuracy of daily logs and documentation (ex. Cash bag logs, TEs, Consents).
Monitor accuracy documentation of payments and cash handling and daily cash money drops.
Support patient and staff safety by completing incident reports and escalating concerns as appropriate.
Participate in quality improvement initiatives related to patient flow, patient satisfaction, and clinical operations as directed.
Conduct quality assurance and task completion audits of PS Team. Address performance trends, and in partnership with Patient Services Manager, identify and implement process improvement opportunities.
Lead onboarding and orientation for new Patient Services Specialists, students or volunteers.
Conduct competency checklists, skills validation, and ongoing coaching for new and existing staff.
Identify training gaps and provide in-the-moment education, reinforcement of workflows, or escalation to the Patient Services Manager as needed.
Support cross-training efforts across service lines including front desk, call center, medical records and referrals.
Serve as the primary point of contact for the patient services team regarding workflow questions, daily operations, and support needs within the front desk and call center.
Communicate workflow updates, process changes, and expectations clearly and consistently to staff.
Partner with providers and other leaders to ensure patient services support aligns with patient care needs and clinic standards.
Promote Tepeyac’s culture of teamwork, respect, accountability, and service excellence in daily interactions.
Attend required internal meetings, trainings, and leadership development sessions.
Provide support during periods of high clinic volume or staffing shortages as needed.
Perform other duties as assigned.