Patient Service Supervisor - Western MA

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At Convenient

MD, we’re 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, we’re 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 Convenient
  
  MD 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.
• Convenient
  
  MD 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…