Patient Service Representative - Supervisor

Position Summary

Under the direction of the Director of Revenue Cycle, the PSR Supervisor is responsible for overseeing the full patient access lifecycle, including demographic data integrity, insurance verification, and authorization management. This role serves as the primary resource for front-office records management and provides direct supervision to the Patient Service Representative (PSR) team. The Supervisor ensures that patients are accurately tracked from initial access through the completion of insurance billing, while maximizing reimbursement and upholding exceptional customer service standards. This position works closely with the Director of Clinics and Provider Relations to align front-office functions with clinical operations.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Supervision & Team Development

• Provide direct supervision, mentorship, and backup support to the Patient Service Representatives (PSRs).
• Conduct annual performance reviews and provide ongoing feedback to foster professional growth.
• Coordinate and lead monthly staff meetings to deliver ongoing training, communicate policy updates, and ensure staff are cross-trained in scheduling, phones, reception, and clinic operations.

Revenue Cycle & Insurance Management

• Oversee the verification of patient insurance benefits, determination of co-pays/deductibles, and collection of point-of-service payments.
• Ensure all necessary pre-certifications and prior authorizations are obtained prior to patient scheduling to prevent claim denials.
• Conduct periodic audits of patient schedules and demographic entries to ensure accuracy in reporting and billing.
• Assist patients with setting up payment arrangements and resolving billing-related complaints.

Operational Oversight

• Manage daily front-desk operations to ensure proper data collection, efficient patient flow, and a welcoming environment.
• Liaise with clinical staff to ensure seamless communication regarding service delivery and patient needs.

• Oversee and manage supply inventory to ensure uninterrupted operations.
• Ensure telephone systems are transferred to the answering service per clinic hours of operation and manage the sorting/distribution of incoming mail.

Reporting & Compliance

• Generate and analyze reports from the practice management system regarding demographics, billing, and utilization data as requested.
• Assist all clinical Directors to ensure that services rendered are supported by accurate data for maximum payment.
• Follow and enforce all safety, work rules, and departmental housekeeping standards.
• Complete special projects and other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Education & Experience:

• Requires a Bachelor’s degree and/or at least three years of experience in healthcare, at least one year of which must include documented supervisory experience.
• Experience in a clinical services, mental health or substance abuse setting is preferred.
• Knowledge of insurance, managed care, PPO and Milwaukee County systems are preferred.