Supervisor Patient Access

ID
2025-14019
Category
Administrative/Clerical
Position Type
Regular Full-Time

Overview

Department: Central Scheduling

Location: Eddy Street Campus – 211 N Eddy Street, South Bend, IN 46617
Hours: Full-Time; 40 Hours weekly: Start and end times may vary slighty based on department needs.


Join Our Team at The South Bend Clinic!

At The South Bend Clinic, we strive for excellence—not just good enough. Every day, our dedicated team shows up inspired to exceed expectations, recognizing and celebrating the remarkable in everyone we encounter—inside and outside our workplace.

We’re more than a healthcare provider; we’re a partner in helping people live happier, healthier lives. We seek team members who share our relentless passion and pride for making a meaningful impact. We invest in your personal and professional growth, empowering you to fulfill your purpose and leave your mark.


Why Choose The South Bend Clinic?

We’re committed to supporting our team members in every aspect of their lives with holistic benefits designed to help you thrive:

  • Financial Wellness:

    • Daily Pay: Access your earned wages when you need them.
    • Tuition Reimbursement: Up to $5,250 per year to support your education.
    • 401(k) Match: Plan for your future with our competitive matching program.
    • 3-Year Vesting: Achieve full ownership of your retirement contributions in just three years.
  • Health & Well-Being:

    • Comprehensive medical and prescription coverage, including 100% coverage (after deductible) when using a Duly provider.
    • Pet Health Coverage: Because your furry friends matter too.
  • Work-Life Balance:

    • Paid Volunteer Time: 40 hours of paid time off annually to give back to your community.
    • Parental Leave: 12 weeks of 100% paid parental leave, plus adoption and surrogacy financial benefits for non-physician team members.
  • Inclusive Culture:

    • A workplace that prioritizes Diversity, Equity, and Inclusion (DEI) and is dedicated to making a positive social impact.

Responsibilities

  • Manages and maintains all aspects of operations for front desk and phone staff including scheduling operations.
  • Develops and delivers successful training sessions based on customer needs.
  • Possess excellent interpersonal communication and coaching skills.
  • Provides or facilitates ongoing training and support for new and existing PSR Staff.
  • Provides continuous updates of all scheduling guidelines.
  • Participates in resolving patient complaints.
  • Learns all aspects of department’s front desk/phone and scheduling operations and seeks continual quality improvement processes.
  • Assists with implementing and enforcing organizational personnel policies with Human Resources department support.
  • Performs counseling and corrective action when appropriate with Human Resources department assistance.
  • Consistently strives to meet customer service standards and serve as a role model for positive and professional behavior in the workplace.
  • Effectively communicates with Directors, Practice Managers, the Business Office, and other leaders in our organization to keep them informed on activities that impact their practice.

 

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

  • Interviews and hires PSR staff.
  • Develops standards to improve the screening process of new candidates.
  • Develops a new hire orientation training program.
  • Provides input to development of standard protocols for the front desk/phone opener and closer.
  • Ensures all current staff are trained on all current protocols.
  • Creates monthly employee schedule to ensure proper staffing is maintained.
  • Processes all requests for time off from PSRs under his/her supervision.
  • Manages timekeeping for all reporting staff.
  • Runs or reviews weekly front desk/phone stats to ensure phone standards are being met, while proactively looking for opportunities to improve.
  • Keeps Practice Managers aware of any concerns that impact their department.
  • k. Performs performance evaluations for all assigned PSR staff per Human Resources policy.
  • Conducts monthly departmental meetings with PSR staff to communicate any front desk/phone or scheduling updates.
  • Conducts regular audits for assigned PSR Staff:

           - accuracy measures

           - outstanding customer service

           - detailed messages

           - manage patients’ expectation in an effort to alleviate unnecessary call backs to office

  • Achieves SBC standards for communication of wait times (front desk) and phone abandon rates (phone).
  • Exhibits computer systems knowledge and proficiency as necessary to perform job functions.
  • Demonstrates the attitudes and behaviors of The South Bend Clinic Service Standards.
  • Performs other duties as assigned when appropriate.
  • Adheres to HIPAA guidelines set forth in Clinic policies and procedures.

Qualifications

Minimum Education and Experience Required

  • High School graduate or equivalent.
  • CHAA or CHAM preferred, but not required.

Minimum Knowledge, Skills, and Abilities (KSA)

  • Detail oriented with the ability to multi task.
  • Previous supervisory experience preferred.
  • Relevant patient and customer service experience.
  • Strong organizational skills and the ability to effectively communicate with staff and physicians.
  • Previous experience in front desk and/or billing for a medical office.
  • Proficient in computer systems knowledge necessary to perform job duties.

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