Associate Patient Service Supervisor

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking an Associate Patient Service Supervisor to join our team. The Associate Patient Service Supervisor supports the daily operations of Patient Service Representatives (PSRs) to ensure exceptional customer service, efficient patient access, and high-quality patient care. This role provides frontline supervision, staff coaching, workflow oversight, and operational support while working closely with supervisors, managers, providers, and staff to achieve departmental and organizational goals.

• Supervise, coach, and support an assigned team of Patient Service Representatives.
• Provide operational oversight during evenings, weekends, and extended hours, including Acute Care and After-Hours Call Center operations.
• Monitor staffing, workflow, and service standards to ensure efficient operations and patient access.
• Assist with hiring, onboarding, training, performance management, and staff development.
• Serve as a resource for employee, patient, and operational concerns, resolving issues as appropriate.
• Ensure daily assignments are completed and appropriate coverage is maintained.
• Promote excellent customer service and serve as a role model for organizational standards.
• Support quality improvement initiatives, operational projects, and departmental goals.
• Ensure compliance with policies, confidentiality requirements, and regulatory standards.
• Assist with referral management, cash reconciliation, reporting, and other administrative functions.
• Travel between sites as required.

• High School Diploma or GED required.
• Associate Degree preferred.

• 1-2 years of supervisory or leadership experience, preferably in a healthcare, clinic, or physician practice setting.
• Bilingual English/Spanish (written and verbal) required.
• Experience with computerized scheduling systems and patient access operations.
• Knowledge of insurance processes and Medicaid reimbursement preferred.
• Training in medical terminology preferred.
• Strong customer service, communication, and interpersonal skills.
• Demonstrated leadership, coaching, and problem-solving abilities.
• Proficiency in Microsoft Office applications.