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 third-party 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 staffing-related complaints; escalate faculty or student-related 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 acc