Front Desk Supervisor / Patient Services Representative
Full-Time | St. Gianna Clinic | De Pere, Wisconsin
St. Gianna Clinic is seeking an experienced, highly organized, and service-oriented Front Desk Supervisor / Patient Services Representative (PSR) to lead our front office operations and ensure an exceptional experience for every patient who walks through our doors.
This is a hands-on supervisory position for someone who understands that an outstanding medical front office requires both exceptional patient service and strong operational discipline. The ideal candidate will be an Athena super user/expert, have significant experience with medical claims and revenue-cycle workflows, and be confident leading staff, implementing processes, solving problems, and holding the front desk team accountable to established standards.
At St. Gianna Clinic, our front desk is often the first and last impression a patient has of our organization. We are looking for a leader who can ensure that impression reflects the professionalism, compassion, efficiency, and excellence of our entire clinic.
Key Responsibilities
Front Desk Leadership & Supervision
- Provide day-to-day leadership, supervision, training, and support for Patient Services Representatives.
- Establish clear expectations for front desk performance, professionalism, accuracy, productivity, and patient service.
- Coordinate front desk workflow, staff assignments, schedules, and coverage to ensure appropriate support throughout clinic hours.
- Train and onboard new PSRs and provide ongoing coaching and education for existing staff.
- Monitor staff performance, identify areas requiring improvement, and work with leadership to address performance concerns.
- Lead by example and remain actively involved in daily front desk responsibilities.
- Promote teamwork, accountability, professionalism, and a positive work environment.
- Serve as the primary resource for front desk questions, difficult situations, and workflow issues.
- Assist in resolving patient concerns professionally and compassionately.
Athena Expertise
- Serve as the clinic's front-office Athena super user and subject-matter expert.
- Provide Athena training, troubleshooting, and workflow guidance to PSRs and other staff as appropriate.
- Ensure accurate patient registration, scheduling, insurance entry, eligibility verification, documentation, and demographic information within Athena.
- Identify opportunities to improve Athena workflows and maximize system functionality.
- Maintain consistent standards for data entry and front-end revenue-cycle processes.
- Work collaboratively with clinical, billing, and administrative teams to resolve Athena-related workflow issues.
- Assist with the implementation and training of new Athena processes, updates, and functionality.
Revenue Cycle, Claims & Patient Collections
- Possess a strong understanding of the medical billing and claims process and how front-end accuracy impacts reimbursement.
- Verify insurance coverage and eligibility and ensure insurance information is entered accurately.
- Understand common claim issues related to registration, eligibility, authorization, demographics, coverage, and other front-end errors.
- Work proactively with billing staff to identify and correct issues that contribute to claim denials or delayed reimbursement.
- Ensure copays, deductibles, outstanding balances, and other patient-responsibility amounts are collected appropriately at the time of service.
- Educate and coach PSRs on confidently and professionally discussing patient financial responsibility.
- Monitor collection performance and reinforce established clinic financial policies.
- Ensure payments are accurately documented and processed.
- Maintain appropriate cash-handling and reconciliation procedures.
Processes, Procedures & Operational Excellence
- Develop, document, implement, and maintain effective front desk policies, procedures, workflows, scripts, checklists, and standards.
- Identify inefficient or inconsistent processes and recommend practical solutions.
- Ensure processes are followed consistently by all front desk staff.
- Create systems that improve accuracy, accountability, patient flow, communication, and efficiency.
- Monitor front desk performance and identify recurring issues before they become larger problems.
- Work collaboratively with clinic leadership to implement operational improvements.
- Help establish measurable expectations and key performance indicators for front desk operations.
- Maintain organized and efficient front-office operations in a busy medical practice.
Patient Services Representative Responsibilities
This position is a working supervisor and will perform PSR duties alongside the team as needed, including:
- Warmly greeting and checking patients in and out.
- Answering and routing incoming telephone calls.
- Scheduling, rescheduling, and canceling appointments accurately.
- Registering new patients and maintaining accurate demographic information.
- Verifying insurance eligibility and coverage.
- Collecting copays, deductibles, balances, and other patient payments.
- Obtaining required forms, signatures, consents, and documentation.
- Communicating professionally with patients, physicians, nurses, clinical staff, and outside organizations.
- Managing patient messages and ensuring they are routed appropriately.
- Supporting medical records and referral processes when necessary.
- Protecting patient confidentiality and complying with HIPAA requirements.
- Maintaining an organized, professional, welcoming front desk and reception area.
- Providing exceptional service even during busy or challenging situations.
Required Qualifications
- Advanced Athenahealth experience required; Athena super-user/expert-level proficiency strongly preferred.
- Previous experience in a medical clinic, physician practice, or comparable healthcare setting.
- Strong knowledge of medical insurance, eligibility verification, copays, deductibles, patient responsibility, and claims processes.
- Experience identifying and resolving front-end issues that can lead to claim denials.
- Previous supervisory, lead PSR, front desk lead, or comparable leadership experience strongly preferred.
- Demonstrated ability to develop and implement processes and procedures.
- Strong computer and technology skills.
- Excellent written and verbal communication skills.
- Exceptional attention to detail and commitment to accuracy.
- Ability to appropriately handle confidential and sensitive patient information.
- Ability to prioritize multiple responsibilities in a fast-paced medical environment.
- Strong problem-solving skills and the ability to make sound decisions independently.
- Dependable, professional, organized, and accountable.
The Successful Candidate Will Be
We are looking for more than someone who can simply manage a front desk. The right person will be a leader, trainer, problem-solver, and patient advocate who takes ownership of front-office operations.
The successful candidate will:
- See a problem and work toward a solution rather than waiting for someone else to address it.
- Understand the connection between accurate front-desk work and the clinic's overall financial health.
- Be comfortable establishing expectations and respectfully holding staff accountable.
- Be willing to work alongside the team and step in wherever needed.
- Remain calm, professional, and compassionate when working with frustrated or concerned patients.
- Recognize that accuracy matters - from entering an insurance plan correctly to collecting a copay to scheduling the appropriate appointment.
- Look continuously for opportunities to improve workflows and the patient experience.
- Communicate effectively across departments and understand that excellent patient care requires excellent teamwork.
- Take pride in creating a front office that is welcoming, efficient, organized, and professional.
Why St. Gianna Clinic?
St. Gianna Clinic is an independent, nonprofit medical clinic providing comprehensive healthcare for men, women, and children. Guided by the Catholic understanding of the human person and integrated with the science of medicine, we are committed to providing exceptional care to people of all faiths and cultures, from conception to natural death.
Our team has the opportunity to work in a mission-driven environment where patients are treated with dignity, compassion, and respect. The Front Desk Supervisor plays an especially important role in carrying that mission forward by ensuring every patient feels welcomed, valued, and cared for from their first interaction with our clinic.
Position: Front Desk Supervisor / Patient Services Representative
Employment Status: Full-Time
Location: St. Gianna Clinic – De Pere, Wisconsin
If you are an experienced medical front-office professional who knows Athena inside and out, understands the revenue cycle, enjoys developing strong teams and effective processes, and believes exceptional patient care begins before the patient ever reaches the exam room, we encourage you to apply.
St. Gianna Clinic — Truly Excellent. Always Faithful.
Expected hours: 40.0 per week
Benefits:
Work Location: In person
