Please note: NSORNA Nisqually's Sex Offender Registration and Notification Act requires all individuals who have been convicted of a sex offense to register with our Public Safety Department. This is true whether or not you have to register with any other jurisdiction.

ICW/Vulnerable Adults. This position has regular contact with or control over Indian Children and Vulnerable Adults. In compliance with Federal Law, this position will not be filled by an applicant with any felonious offense or any of two or more misdemeanor offenses under Federal, State, or Tribal Law involving crimes of violence; sexual assault, molestation, exploitation, contact, or prostitution; crimes against persons; or offenses committed against children.

*This position requires a fingerprint check, which is a standard procedure for many jobs, especially those involving children or vulnerable populations.

GENERAL SUMMARY

The Patient Service Supervisor oversees front desk, patient services, and child watch operations at the Nisqually Generations Healing Center. This role is responsible for ensuring a consistent, organized and welcoming experience for patients across medical, dental, behavioral health and substance use disorder services.

The Patient Services Supervisor provides day-to-day leadership to front desk and child watch staff and works closely with their supervisor and other departments to maintain alignment, improve efficiency and support clinic operations. This position focuses on supervising front desk & child watch operations and staff, ensuring workflows are followed, all patient scheduling is smoothly coordinated, ensuring seamless patient and child watch department activity flow, and ensures medical records processes meet with compliance.

As the organization grows, this role will support the expansion of patient services operations across additional locations, including standardizing workflows, supporting staff development, and maintaining consistency in patient experience.

This position ensures confidentiality, security, and accuracy of records, and promotes positive employee, customer, and community relations. Strong written and verbal communication skills are required and outstanding customer service to fellow employees, customers, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.

PRIMARY RESPONSIBILITIES

Primary responsibilities are the basic job duties that an employee must be able to perform. This list of responsibilities is intended to be representative of the duties performed within this classification. The omission of a function does not preclude management from assigning duties not listed if such duties relate to the position.

• Oversee daily front desk and patient services operations, ensuring smooth patient flow and a positive experience with customer service for internal and external clients and patients.
• Supervise and support front desk staff and child watch staff to include training, assigning tasks, evaluating performance, staff development, administering corrective action as needed, scheduling, and day-to-day guidance.
• Ensure that the child watch program adheres to and is compliant with policy, procedures, and applicable regulations.
• Coordinate appointment scheduling across departments, balancing provider availability and patient needs.
• Assist clinical staff with administrative actions, including faxes, printing notes, and all other office-related tasks.
• Monitor patient flow, identify inefficiencies and help implement improvements.
• Maintain and oversee patient records within the Electronic Health Record (EHR) system, ensuring accuracy, confidentiality, and proper documentation
• Ensure compliance with HIPAA, 42 CFR part 2, and all applicable confidentiality, and proper documentation.
• Oversee patient registration, insurance verification and demographic accuracy.
• Act as a point of escalation for patient concerns or front desk related issues.
• Work closely with clinical teams and administrative departments to support coordinated care and clear communication.
• Support development and ongoing improvement of front desk policies, protocols and training materials.
• Evaluate efficiency of patient service operations, devise new forms if needed and establish uniform correspondence procedures and style.
• Monitor performance and support quality improvement efforts related to patient services.
• Assist in developing staffing schedules and ensuring adequate coverage.
• Support data tracking and reporting related to scheduling and front desk operations.
• Provide hands-on support as needed to maintain operations in a fast-paced environment.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience

• Associate's degree in a relevant field of study from an accredited college or university OR equivalent combination of education and experience.
• Four (4) years or more of medical, clinical or behavioral health office and patient service experience in a fast-paced environment.
• Two (2) years of supervisory experience in a medical, clinical or behavioral health office.
• Experience in handling and maintaining medical records, including EHR systems.
• Must possess a valid Washington State Driver's license and maintain a driving record that meets the minimum requirements established by Nisqually Indian Tribes vehicle insurance provider.
• Successfully pass a pre-employment drug screen and criminal background check.
• The ability to work with vulnerable populations including adults and children.
• Must pass a State and National (FBI) criminal history background check prior to employment.

PREFERRED QUALIFICATIONS

• Bachelor's degree in business administration, Healthcare Management or Healthcare Administration
• Knowledge of the Nisqually Indian Tribe's history, customs, traditions, and ability to demonstrate cultural sensitivity
• Experience working with Federally Recognized Tribes.

SUPERVISION

This position trains, supervises, and evaluates staff.

COMPETENCIES

Possesses the knowledge, skills, and abilities to successfully perform the primary responsibilities of the position.

Knowledge of:

• HIPAA and PHI Knowledge and adherence to state (RCW, WAC) and federal confidentiality regulations (42 CFR part 2)
• Clinic workflows, patient intake procedures and front desk operations in a healthcare setting
• Medical records record management, including processing and fulfilling medical record requests in compliance with regulations
• Scheduling coordination across multiple providers and service areas
• Trauma-informed care principles and cultural sensitivity in patient interactions.

Skilled in:

• Overseeing front desk operations while providing patient support as needed
• Supervising and supporting staff, including training, coaching, and providing feedback
• Monitoring daily operations and identifying workflow gaps, delays, or inefficiencies
• Maintaining a high level of accuracy in scheduling, patient records and documentation
• Handling escalated patient concerns with empathy, professionalism, and sound judgement
• Clear and professional verbal and written communication, including phone and in-person interactions
• Training and coaching staff on procedures, workflows and expectations
• Problem-solving and addressing day-to-day operational challenges
• Using EHR systems and standard office software efficiently

Ability to:

• Oversee daily operations while stepping in to support patient interactions when needed
• Ensure workflows are followed consistently and support ongoing improvements
• Maintain strong attention to detail while managing multiple priorities
• Make real-time decisions to keep operations running smoothly
• Maintain confidentiality and handle sensitive information appropriately
• Work collaboratively with clinical and administrative teams to support coordinated care
• Provide professional and organized patient experience through staff oversight and support
• Adept at adjusting priorities as the clinic grows and services expand.
• Build and maintain working relationships with patients, staff, and leadership

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. While performing the duties of this position, the employee is frequently required to stand; walk; use hands; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus.