Patient Service Supervisor

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At ConvenientMD, were 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, were 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.

The Patient Service Supervisor is responsible for the overall management and daily operations of an assigned district, 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.

• 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 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.
  • Collaborate with Practice Managers to prepare 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.
  • 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.
  • Deliver training programs effectively, assessing staff knowledge and addressing any competency gaps.
  • Ensure training resources are accessible through various channels (e.g., online platforms, in?person sessions).
  • Periodically review 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.
    
  
  

• Oversee staff and work on?site, rotating and traveling between multiple clinics within an assigned district.
• Travel to ConvenientMD headquarters in Portsmouth, NH for meetings and training throughout the year.
• Night and weekend work may be required based on company needs.
• Provide weekend on?call rotation coverage.
• ConvenientMD may re?evaluate and adjust required hours based on company and team needs.
  

• Education: High school diploma or equivalent; associate degree preferred.
• Experience: Proven experience in a supervisory 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; demonstrates understanding for others and contributes to creating a community of belonging.
• Technically savvy:
  
  • Experience with electronic health records (EHRs) and related software systems.
  • Proficiency 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.
  

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

• Collaborative team environment that encourages professional growth
• Urgent care services at no cost to our team members and their families
• Extensive benefit offerings including health, dental, and vision coverage, company?paid short?term disability, and optional pet insurance
• 401(k) match after one year of service
• Access to primary?care services (depending on location)
• Educational Alliance with Purdue University Global and reduced tuition rates for team members and their families
• Employer rewards and access to discounts on services and products such as hotels, travel, entertainment, restaurants, and more
  

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants rarely meet every single job requirement, and we appreciate that many skills and backgrounds can make people successful in this role. We are committed to creating a strong sense of belonging for all team members, and our process is designed to prevent discrimination against applicants regardless of gender identity, sexual orientation, religion, ethnicity, age, disability status, or any other aspect which makes you unique. If youre looking for a great next step, and want to feel good about what you do, wed love to hear from you.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.