Patient Services Supervisor

About FCHC:

Since 1976, Florida Community Health Centers, Inc. (FCHC) has been a health care leader in Florida. We provide comprehensive primary and specialty health care and patient support services through a network of Centers surrounding Lake Okeechobee and across Florida’s Treasure Coast. Our mission is to ensure that everyone in our communities has access to culturally competent, high-quality health care that they can afford. FCHC has locations in Clewiston, Moore Haven, Okeechobee, Fort Pierce, Port St. Lucie, Stuart, Indiantown, Pahokee and West Palm Beach. FCHC’s Corporate Office is centrally located in West Palm Beach, Florida. FCHC has multiple staff members who speak Spanish and Creole, and translation is available for other languages as needed. FCHC has created a “one-stop shop” for patients–providing Pediatric and Adult Primary Care, Dental, OB/GYN and Women’s Health, Infectious Disease, Behavioral Health, Pharmacy, chronic disease education and care management, referral assistance, benefit enrollment assistance and coordination, and telehealth services. Our patients benefit from a “medical home” model, where they may access our extensive array of health care clinicians and services in an atmosphere where they are treated with respect, care, and concern.

Mission

The Mission of Florida Community Health Centers, Inc. (FCHC) is to provide accessible, cost-effective, high-quality, comprehensive health care to all persons in our communities.

Vision

Florida Community Health Centers, Inc. (FCHC) will maintain strong leadership in, and advocate for, the provision of health care services.

FCHC will foster and promote collaborative relationships and will develop partnerships with local, state, and federal public health service agencies and the community in general, to enhance the quality of delivery systems for comprehensive health care. FCHC will be an employer of choice and will demonstrate excellence with a highly trained staff and governing board.

Values

FCHC values Integrity, Compassion, Commitment to serving others (external and internal to the organization), Innovation, Effectiveness (cost and outcome), Efficiency, being Mission-driven, Commitment to serving others internal to organization and Commitment to Excellence.

Position Summary:

The Patient Services Supervisor is responsible for overseeing the daily operations of the Patient Services/Registration department and ensuring that patients receive accurate, timely, courteous, and professional service. The Supervisor provides leadership and direction to Patient Services Representatives (PSRs), monitors registration and financial processes, supports revenue cycle activities, ensures compliance with organizational policies and procedures, and assists with staff training and development.

The Patient Services Supervisor serves as a resource to PSR staff and works closely with the Center Administrator and clinical staff to promote efficient patient flow, accurate patient information, effective collection practices, and quality customer service.

ROLE AND RESPONSIBILITIES

• Supervise and monitor the daily activities of Patient Services Representatives.
• Monitor patient flow and assist PSR staff with job responsibilities as needed.
• Review and monitor electronic work queues to ensure that items are addressed accurately and timely.
• Ensure that all daily patient encounters are accounted for and appropriately processed.
• Ensure there are no missing encounter slips and that all open encounters are addressed.
• Monitor patient registration and processing for accuracy and completeness.
• Ensure demographic, insurance, financial, and other required patient information is accurately entered and maintained in the electronic health record.
• Monitor the accurate completion of required patient information, including insurance verification, agricultural worker status, date of birth, identification numbers, PIN numbers, and patient portal information.
• Monitor daily charge entry and ensure charges accurately correspond with services documented in the electronic health record.
• Monitor work queues to support accurate revenue generation and timely cash flow.
• Ensure collection procedures are consistently followed and outstanding patient balances are appropriately addressed.
• Counsel patients regarding outstanding balances, as appropriate, and report significant or unresolved balance issues to the Center Administrator.
• Verify the accuracy and approval of DCRJ and daily time-of-service collections.
• Safeguard receipts and ensure deposits are completed by the next business day.
• Perform quarterly cash drawer audits and submit documentation to the Center Administrator for forwarding to the Corporate Accounting Department.
• Ensure month-end closing responsibilities are completed according to established schedules, including charge entry, DCRJ balancing, and correction of claim errors.
• Ensure DCRJs are submitted to Corporate by the required deadline.
• Maintain patient confidentiality and ensure compliance with applicable privacy requirements.
• Monitor PSR documentation and registration practices for accuracy and completeness.
• Conduct monthly audits of at least 20 patient files for completeness and accuracy.
• Provide feedback and coaching to PSR staff based on audit findings.
• Ensure policies and procedures regarding the release of medical records are followed and requests are completed timely.
• Maintain knowledge of organizational policies, procedures, and memoranda and communicate applicable changes to staff.
• Ensure staff follow established organizational, OSHA, and other applicable requirements.
• Adhere to universal precautions, including blood borne pathogen protection, at all times.
• Provide day-to-day leadership, direction, and support to PSR staff.
• Monitor staff performance and provide coaching and feedback as appropriate.
• Assist with employee interviews, evaluations, counseling, and other personnel-related activities in accordance with the FCHC Policy & Procedure Manual.
• Review employee evaluations and counseling documentation with the Center Administrator before presenting documentation to staff.
• Coordinate PSR training, in collaboration with the Training Specialist, regarding computer systems, registration procedures, financial processes, and other patient service responsibilities.
• Keep staff informed of changes to policies, procedures, systems, and organizational expectations.
• Promote teamwork, accountability, and effective communication among staff.
• Monitor staff attendance and timekeeping.
• Review PSR timecards in ADP and monitor overtime.
• Submit employee leave requests to the Center Administrator for final approval.
• Ensure coworkers and other members of the healthcare team are treated professionally and respectfully.
• Provide ongoing customer service education and training utilizing the AIDET communication model. Promote a patient-centered environment by demonstrating and reinforcing a commitment to quality patient care, professionalism, and excellent customer service.
• Address patient service concerns appropriately and communicate unresolved issues to the Center Administrator.
• Submit agenda items to the Center Administrator for monthly staff meetings.
• Participate in center staff meetings and communicate relevant information to PSR staff at departmental meetings.
• Ensure department supplies are maintained and ordered as needed.
• Maintain appropriate departmental records and documentation.
• In the absence of the Center Administrator, provide administrative oversight within the scope of assigned authority.
• Identify and communicate operational concerns, staffing issues, and other significant matters to the Center Administrator in a timely manner. When presenting concerns or operational issues, proactively identify potential solutions and make appropriate recommendations for resolution.
• Perform other related administrative and operational duties as assigned.
• Lead by example and maintain a positive and respectful work environment.
• Hold PSR staff accountable for following established policies and procedures.
• Maintain confidentiality of patient, employee, and organizational information.
• Maintain current knowledge of applicable systems, procedures, and organizational requirements.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school diploma or equivalent required.
• Two (2) years of medical or business office experience preferred.
• Two (2) years of supervisory or management experience preferred.
• Must have computer experience.
• Experience with electronic health records and healthcare registration preferred.

ADDITIONAL NOTES

THIS JOB DESCRIPTION IS NOT INTENDED TO BE ALL‐INCLUSIVE, AND EMPLOYEE WILL ALSO PERFORM OTHER REASONABLE RELATED BUSINESS DUTIES AS ASSIGNED BY SUPERVISOR.

* This organization reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment