HHC Supervisor, Patient Support Specialist - SBHC
at Heartland Alliance

Date Posted: 12/1/2019

Job Description

Summary: In addition to fulfilling all duties required of an HHC Specialist, Patient Support (PSS), the HHC Supervisor, Patient Support Specialist – SBHC (SBHC PSS Supervisor) performs various coordinating and training duties including, but not limited to, preparing and monitoring schedules, staff assignments, and training on specific job responsibilities. S/he will support the mission, vision, and values of Heartland Health Centers, and will comply with all relevant policies, procedures, guidelines, and all other regulatory standards.

Essential Duties and Responsibilities:

• Supervises the planning, assigning and directing of PSS workflows.

• Schedules and facilitates team meetings and attends organizational meetings as needed.

• Exemplifies youth-friendly and patient-centered care and trains SBHC PSSs on best

practices in supporting youth in a school environment.

• Directly supervises the work of three or more PSSs, assigns and directs work, conducting performance appraisals, addressing issues and complaints, taking appropriate disciplinary action with prior approval in accordance with limitations set forth in the collective bargaining agreement and employee handbook.

• Under the direction of the SBHC superiors, supervises and communicates daily scheduling, registration and medical front office functions, including schedule changes due to scheduled and unscheduled leaves of absence.

• Ensures smooth and efficient operations of patient scheduling and registration.

• Functions as the Super User for Centricity, practice management and phone systems.

• Achieves and continually improves customer and patient satisfaction.

• Audits staff to reduce registration and scheduling errors.

• Maintains updated physician schedules and ensures patients are notified in a timely

manner of scheduling changes.

• Balances end of the day payments for site and runs accurate billing/collection reports.

• Ensures appointment schedule is updated by end of day to reflect completed appointments and no-shows.

• Maintains inventory of office supplies and assists with ordering.

• Greets patients and families in reception.

• Is the first point of contact for patient complaints; escalates, when appropriate, to the next level.

• Manages SBHC environment: ensures equipment and supplies are sufficient for staff to perform essential functions, and arranges for repair and replacement as necessary.

• Additional duties may be required at the discretion of the Manager and Director.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• High School Diploma or equivalent and three years of related experience required.

• Prior supervisory experience in a healthcare or social service agency strongly preferred.

• Certificate in medical billing, medical office assistant or related discipline preferred.

Language Skills:

• Bilingual skills may be required depending upon the language needs of the population served.

• Ease and accommodation of variations with respect to accents, dialects and non- English speaking consumers required.


• Excellent oral and written communication skills to work with patient/students, parents/guardians, faculty, school staff, physicians and HHC staff.

• Ability to use computers and other electronic technology to enter data, receive, organize, prioritize and transmit information in a timely manner.

• Experience in using Microsoft Office products, including Word, Excel and Outlook.

• Comprehension of and appropriate use of medical terminology.

• Consistent use of AIDET principles.

• Ability to implement and maintain compliance with organization policies and procedures, and maintain compliance with established risk management and safety procedures including patient privacy and confidentiality through HIPAA.

• Working knowledge of medical terminology and new developments in health care delivery systems – including federal and state health care regulations.

• Familiarity with community healthcare delivery preferred.

• Expert knowledge in providing youth-friendly and trauma-sensitive care in a school environment.

• Ability to collaborate with multiple partners in a school and establish relationships between the SBHC and school.

Personal Attributes:

• Demonstrate leadership and consistent professional civility.

• Exhibit flexibility, accountability, critical thinking and problem solving.

• Perform accurate, high quality work within a fast-paced environment in a courteous manner.

• Communicate professionally and collaboratively.

• Capacity to work effectively as part of a team required.

• Ability to interact with diverse groups of people of various disciplines and educational levels required.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to sit – this job entails working in a sedentary physical position.

• Regularly required to talk and hear.

• Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

HHC Mission, Vision & Culture

Mission: Our mission is to improve the well-being of the communities we serve by providing accessible, high quality healthcare. At HHC, we believe that healthcare is a human right and we aim to deliver healthcare from the heart every day.

Vision and Strategy for Practice Transformation: Our vision is to be national leader in community-based healthcare by advancing innovative service models and patient-centered best practices. To accomplish our goals, we know we can’t work harder but we must work smarter, and we are strongly committed to creating a more patient-centered care model using a two-pronged strategy: the team-based care movement and the innovation center.

Healthcare from the HEART Culture and Values:

Humility: We believe all voices matter.

Empathy: We have compassion for the experience of others

Adaptability: We adopt an openness to learning and belief in our unlimited potential

Relationships: We foster respectful relationships as they are the foundation of collaboration

Trust: We assume good intentions in our interactions with each other

Heartland Health Centers makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Chicago, IL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 12/1/2019

About Us

It’s more than a job, it’s a purpose.

Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.

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