Patient Care Supervisor

Description

Position Title: Patient Care Supervisor
Location: Rochester Hearing & Speech Center
Schedule: Full Time ON SITE
Status: Non-Exempt / Hourly
Pay Range: $20.00 to $22.00 per hour

Job Summary

The Patient Care Supervisor provides day to day supervision and coordination of Rochester Hearing & Speech Center's patient care operations. This is a working supervisory position responsible for supporting and supervising Patient Care Coordinators, coordinating staffing and schedules, assisting with hiring and training, addressing patient concerns, and ensuring consistent patient care procedures. The position also provides administrative support to the Audiology Department and serves as a communication link between Patient Care Coordinators, Audiology, Billing, clinical staff, and leadership.

Requirements

Primary Responsibilities

• Supervise the daily activities and workflow of Patient Care Coordinators across RHSC locations

• Prepare Patient Care Coordinator schedules, coordinate coverage, and respond to day to day staffing needs

• Participate in interviewing, hiring, onboarding, and training Patient Care Coordinators in coordination with Human Resources and leadership

• Provide routine coaching, feedback, and direction to Patient Care Coordinators and communicate significant performance concerns to Human Resources and leadership

• Serve as the first point of escalation for patient and family complaints, resolve routine concerns, and escalate significant matters as appropriate

• Monitor patient care customer service, professionalism, workflow, scheduling accuracy, and completion of assigned responsibilities as needed, including through a formal quarterly review process

• Provide front desk coverage as needed, including answering phones, scheduling appointments, checking patients in and out, collecting payments, and assisting patients and families

• Ensure patient demographics, insurance information, referrals, prescriptions, authorizations, and required documentation are obtained and accurately maintained

• Identify and help resolve patient care coordination issues that may affect patient services, billing, authorizations, or scheduling

• Coordinate communication between Patient Care Coordinators, Audiology, Billing, clinical staff, and leadership

• Support Audiology administrative functions including APD scheduling, hearing aid fitting and repair pick up scheduling, schedule enhancement through daily schedule audits and coordination with the Audiology Administrator to identify opportunities to move appointments forward and maximize schedule efficiency, ensuring completion of patient paperwork, inventory, medical clearances, invoices, manufacturer coordination, and related patient communications

• Assist with supplies, administrative records, reporting, workflow improvements, and special projects

• Maintain confidentiality and support compliance with HIPAA, OMIG, Medicaid, RHSC policies, and applicable documentation requirements

• Perform other duties as assigned by Center Leadership

Qualifications & Skills

• High School Diploma or GED required; Associate degree or healthcare administrative training preferred

• Previous healthcare, medical office, or similar patient care or front office experience preferred

• Previous supervisory, lead, or staff coordination experience preferred

• Experience with scheduling, insurance verification, patient registration, electronic medical records, and customer service strongly preferred

• Strong leadership, communication, organization, problem solving, and customer service skills

• Ability to manage multiple priorities, provide staff direction, handle difficult interactions professionally, and maintain confidentiality and sound judgment

• Proficiency with Microsoft Office, electronic medical records, and scheduling systems

Work Environment & Physical Requirements

• Office and clinic-based position with frequent interaction with patients, families, employees, providers, and leadership

• Requires coordination and occasional travel between RHSC locations

• Prolonged periods of sitting, standing, and computer use

• Ability to lift up to 20 pounds occasionally

Acknowledgment

By signing the electronic acknowledgment provided during the hiring process, annual review process, or following a position, title, reporting structure, compensation, or duty change, you acknowledge that you have received, reviewed, and understand the responsibilities and expectations outlined in this job description.

Equal Opportunity Employer Statement

Rochester Hearing & Speech Center is an Equal Opportunity Employer. We comply with all applicable federal, state, and local fair employment practices laws and strictly prohibit discrimination and harassment of any kind. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic predisposition or carrier status, military status, marital status, domestic violence victim status, or any other status protected