Patient Service Supervisor, Urgent Care - ConvenientMD : Job Details

Who We Are At ConvenientMD, we're on a mission to make good health more convenient for all - working to improve how patients and providers experience healthcare in New England. To support this belief, we're building a team of dedicated professionals who genuinely care about improving lives,are passionate about work that can make a difference, and are driven to learn from one another. Job Summary The Patient Service Supervisor is responsible for the overall management and daily operations of an assigned team, ensuring seamless patient flow and high standards of patient care and administrative support. This includes supervising staff, developing and implementing training programs, ensuring high-quality service, and maintaining compliance with all relevant regulations. This role blends operational management with a strong focus on training and development to create a consistently positive and efficient patient experience. Your Impact

• Team Leadership & Management: Oversee daily activities of the front desk team, ensuring accuracy and efficiency in all tasks.
  • Provide guidance, support, and training to team members, enhancing their skills and performance.
  • Conduct regular team meetings to facilitate communication, share updates, provide feedback, and address concerns.
  • Monitor team performance and productivity, implementing improvements as needed. Track, analyze and maintain key performance indicators (KPIs).
  • Handle escalated issues and complex patient inquiries promptly and effectively.
  • Work in conjunction with the Director of Intake and Patient Service Education team to develop and implement a comprehensive onboarding program for new hires, ensuring they are well-prepared for their roles. Monitor and evaluate their progress, providing additional training as necessary.
  • Manage team scheduling and resource allocation to meet patient needs and operational demands.
  • Work collaboratively with Practice Managers to conduct performance reviews and provide constructive feedback to front desk team members.
  • Address employee concerns and promote a positive and supportive team environment.
• Operational Oversight: Ensure front desk team members adhere to established protocols and procedures, maintaining service delivery consistency.
  • Maintain and update intake procedures and policies to reflect best practices and regulatory changes.

• Monitor patient flow and wait times, implementing strategies to optimize efficiency.
• Manage and maintain patient records and data, ensuring accuracy and confidentiality in accordance with HIPAA regulations.
• Work in conjunction with Director of Intake to collaborate with other departments to ensure seamless patient flow and a cohesive patient care experience.
• Ensure quality assurance and oversee improvement initiatives, ensuring compliance with standards.

• Training & Development: Collaborate with Patient Service Educators to develop and maintain comprehensive training materials and programs for front desk staff, including onboarding, ongoing education, and specialized training.
  • Work with Patient Service Educators to deliver training programs effectively, assessing staff knowledge and addressing any competency gaps.
  • Ensure front desk team members have training resources, ensuring accessibility through various channels (e.g., online platforms, in-person sessions).
  • Periodic review of education resources to ensure accuracy and relevance.
  • Provide ongoing support and mentorship to team members, addressing their questions and concerns.
  • Contribute to the development of new training programs and initiatives to improve staff competency.

Required Availability & Travel

• This role requires you to oversee staff and travel between multiple clinics under your supervision.
• You will also be responsible for traveling to ConvenientMD headquarters in Portsmouth, NH for various meetings and training throughout the year.
• This role requires you to work on-site rotating between the clinics you oversee.
• Night and weekend work may be required based on company needs.
• Each Patient Service Supervisor is required to provide weekend on-call rotation coverage.
• ConvenientMD reserves the right to re-evaluate and adjust required hours of this position based on company and team needs.

Who You Are

• Education: High school diploma or equivalent; associate degree preferred.

• Management experience: Proven experience in a supervisory or management role.
• Knowledge of and experience in healthcare or adjacent industry: Experience in a healthcare setting; medical reception or similar customer service experience highly preferred.
• Compassionate, authentic, and patient focused: Supports patients through kindness; demonstrating understanding for others and contributing to the creating a community of belonging.
• Technically savvy:
  • Experience with electronic health records (EHRs) and related software systems.
  • Proficient in Microsoft Office Suite or related software.
• Effective communicator and cross collaborator: Able to establish and maintain positive relationships with patients, team members, and stakeholders across the organization.
• Detail-oriented with excellent organizational skills: Able to juggle and prioritize multiple high-priority tasks and handle a fast-paced work environment.
• Strong analytical and problem-solving skills: Able to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Trustworthy: Ability to maintain confidentiality and handle all patient information in accordance with HIPAA regulations.

Bonus Qualifications

• Bachelor's degree
• Medical receptionist certification
• Experience owning or supporting:
  • Training and development
  • Performance management
  • Quality assurance and improvement methodologies