Patient Services Representative Supervisor

Asian Health Services, founded in 1974, provides health, social, and advocacy services for all regardless of income, insurance status, immigration status, language, or culture. Our approach to wellbeing focuses on “whole patient health,” which is why we provide more than primary care services, including mental health, case management, nutrition, and dental care to more than 50,000 patients in English and 15 languages: Korean, Lao, Burmese, Mandarin, Cantonese, Spanish, Portuguese, French, Mien, Karen, Mongolian, Karenni, Tagalog, Khmer, and Vietnamese. We offer medical, dental, and mental health services for all ages.
Location: Chenming & Margaret Hu Medical Center (HMC)
Job Summary: Under the direction of the Clinic Site Manager, provides supervision and work direction to Patient Services Representatives and the Medical Phone Receptionist.  He/she is responsible for day-to-day operations of the front office and coordinates with other departments, like Billing & Member Services, and with the Medical Records Supervisor to address workflow issues and solve problems so that efficient and effective delivery of patient services are assured.

Essential Job Functions

• Schedules, assigns, supervises, and reviews the work of front desk staff, ensures adequate staffing, and coordinates workflow. 
• Orients and trains staff in work procedures, protocols, standards, and safety & security practices.
• Analyzes develop, updates, revises, communicates, implements, and evaluates protocols that meet licensure, regulatory, and funding requirements.
• Ensures that changes in the procedure are enforced and implemented by staff.
• Must be able to understand, prioritize, and manage competing interests among supervisees and peers, as well as when responding to patient needs.
• Screens and recommends job applicants for hire.
• Conducts staff performance evaluation.
• Recommend and prepare a performance improvement plan, disciplinary action, dismissal, and other personnel actions in consultation and with approval of the Clinic Site Manager and the Clinic Service Manager.
• Consults or communicates with Human Resource Director on matters related to the collective bargaining agreement, personnel policies, and labor laws.
• Steps in for Clinic Site Manager as needed on matters related to front desk work.  
• Reviews staff timesheet and submits to the Clinic Site Manager.
• Monitors staffing budget, equipment, and supply purchases.
• Collaborate with other supervisors (s) to ensure and maintain appropriate spending.
• They can competently perform the fundamental duties of a Patient Services Representative and Medical Phone Receptionist if a need arises.
• Continually assesses the existing system to accommodate changes in policies and procedures.
• Exercises independent decision making, problem-solving, and planning to improve the quality of services provided. 
• Ensures that clinic policies and procedures are enforced and followed by staff. 
• Responsible for quality control.
• Works with all clinic, membership, billing, and administrative department staff.
• Addresses patient complaints and problems in a timely and satisfactory manner that assures high patient satisfaction with AHS clinic services.
• Acts as a backup to support functions when necessary and if appropriate.
• Conducts monthly meetings with the Patient Services Representatives and Medical Phone Receptionist.
• Regularly reports to the Clinic Site Manager for guidance and accountability.
• Recommends and evaluates strategies to improve front-desk operation. 
• Participates in staff meetings.
• Participates in the planning and coordination of special clinic days and other agency-wide activities.
• Orders office supplies for the support services component.

Supervisory Responsibilities

• Supervising staff including Patient Services Representatives, Medical Phone Receptionist, volunteers, and on-call front-desk employees.
• Carries out supervisory responsibilities by all AHS policies and applicable employment laws.
• Responsibilities include screening, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performances; rewarding and disciplining employees; addressing complaints and resolving problems.

General Agency/AHS Duties

• Fosters an environment that promotes trust and cooperation among clients and staff.
• Enforces clinic policies and procedures, including maintenance of client confidentiality under HIPAA privacy rules, to ensure that the principles of AHS are implemented.
• Plays an active role in planning organization-wide activities such as AHS general membership meetings, fundraisers, special clinic days, and other events.