Patient Services Supervisor - Call Center/ Imaging Dept- Spanish Spkg Preferred (Open & Promo)

Full Job Description

San Mateo County Health is seeking two experienced and motivated Patient Services Supervisors.

Under direction, the Patient Services Supervisor supervises patient services office support and business office support staff and activities for admissions, registration, and/or program billing functions; coordinates and performs difficult or specialized patient services office support or business office support in the Division of Hospitals and Clinics at various locations.

There are two full-time, regular positions at San Mateo Medical Center (SMMC):
• Comprehensive Call Center
• Imaging/Laboratory Department

Patient Services Supervisor – Comprehensive Call Center

The Patient Services Supervisor – Comprehensive Call Center will be a hands-on leader for our Comprehensive Call Center at San Mateo Medical Center.

In this full-time, on-site role (Monday through Friday), you will supervise a dedicated team of call center and patient access staff, ensuring that each patient receives timely, compassionate, and accurate service at every touchpoint.

This position is critical to our mission of improving patient access, reducing waiting times, and supporting seamless communication between patients, clinics, and triage teams.

The supervisor will focus on optimizing call center performance, managing high call volumes, and driving initiatives to enhance patient and staff satisfaction.

Key Responsibilities
• Lead, motivate, and support a team of call center and patient access representatives, including scheduling, coaching, and performance management
• Ensure efficient patient registration, referral coordination, and timely response to patient inquiries
• Monitor call center operations, analyzing metrics to identify areas for improvement and implement solutions that reduce waiting times and increase patient satisfaction
• Collaborate closely with clinic management, call center teams (triage and core team members), and cross-functional partners to align call center workflows with clinical priorities and ensure a high-quality patient experience
• Oversee data collection, reporting, and compliance with HIPAA and all relevant regulations
• Drive process improvement projects and support the rollout of innovative programs or technologies in the call center
• Manage purchasing and inventory of office supplies within budget
• Attend meetings and provide supervision throughout the County as needed to support team cohesion and operational needs

Patient Services Supervisor – Imaging/Laboratory Department

The Patient Services Supervisor – Imaging/Laboratory Department provides operational leadership for all patient services functions supporting diagnostic imaging services.

In this role, you will oversee front desk operations, patient scheduling, insurance verification, records and billing requests, ensuring seamless coordination, regulatory compliance, and an exceptional patient experience across the department.

You will serve as the administrative liaison between patients, clinical staff, physicians, and revenue cycle teams, maintaining efficient workflows while supporting high standards of service, accuracy, and accountability.

Key Responsibilities
• Manage front desk operations to ensure courteous, efficient patient service and timely check-in/check-out
• Maintain service standards, privacy compliance (HIPAA), and support resolution of patient concerns
• Oversee imaging scheduling to maximize access, ensure accurate orders, and coordinate urgent cases and cancellations
• Supervise insurance verification and authorization workflows to reduce denials and avoid care delays
• Serve as a resource for complex coverage and payer issues
• Oversee billing requests, documentation accuracy, and charge capture readiness
• Collaborate with revenue cycle teams to resolve discrepancies and denials; support audits and quality checks
• Supervise patient services staff, providing training, coaching, and performance management
• Develop staffing plans, schedules, and coverage models
• Implement policies and best practices; monitor productivity, quality, and patient satisfaction using data
• Ensure compliance with regulatory standards, payer guidelines, and organizational policies

Ideal Candidate
• Experienced healthcare leader with a strong background in hospital operations, including patient access, call center, and/or imaging/laboratory services
• Proven ability to supervise, coach, and develop staff while fostering teamwork and accountability
• Skilled in improving workflows, managing operations, and driving service excellence using data and performance metrics
• Strong communication, customer service, and problem-solving skills
• Knowledge of HIPAA, regulatory standards, imaging workflows, and revenue cycle processes
• Ability to manage multiple priorities in a fast-paced hospital environment while maintaining accuracy and quality
• Proficiency with EHR systems (Epic/eCareNext), Microsoft Office, and call or scheduling management tools highly desirable
• Commitment to equity, inclusion, culturally responsive care, and patient-centered service
• Spanish proficiency highly desirable, but not required

Qualifications

Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

Four years of patient services assistant experience providing office support in a medical or clinic setting.

Knowledge of:

• Supervisory principles and practices, including work planning, scheduling, review and evaluation and employee training and corrective action.
• Policies, procedures and medical terminology related to the organizational area to which assigned.
• Applicable laws, ordinances, rules and regulations.
• Business office management practices and procedures, including records management and the operation of standard office equipment.
• Business arithmetic, including percentages and decimals.
• Correct English usage, including spelling, grammar and punctuation.
• Business data processing principles and the use of word processing or computing equipment.

Skill/Ability to:

• Plan, assign, supervise, review and evaluate the work of others.
• Train others in work procedures.
• Analyze and resolve office administrative problems.
• Read, interpret and apply rules, policies and procedures.
• Organize, research and maintain patient and general files.
• Compose routine correspondence independently or from brief instructions.
• Use initiative and sound independent judgment within established guidelines.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Organize and prioritize work, meet critical deadlines and follow up on assignments with a minimum of supervision.
• Operate standard office equipment, including a word processor, computer terminal and centralized telephone equipment.
• Compose routine correspondence independently or from brief instructions.
• Use initiative and sound independent judgment within established guidelines.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Organize and prioritize work, meet critical deadlines and follow up on assignments with a minimum of supervision.
• Operate standard office equipment, including a word processor, computer terminal and centralized telephone equipment.

Additional Information

Open & Promotional. Anyone may apply.

Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, extra-help/limited term positions prior to the final filing date will receive five points added to their final passing score on this examination.

Thorough and detailed responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and/or supplemental questionnaire.

The examination process will consist of an application screening (weight: pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in the County of San Mateo, California and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org/ to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

~ TENTATIVE RECRUITMENT SCHEDULE ~
Final Date for Filing: Wednesday, January 14, 2026 11:59PM PST
Application Screening: Week of January 19, 2026
Civil Service Panel/ Departmental Interviews: Week of February 2, 2026

About the County
San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo as an employer is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment.

The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply.

Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer. We seek to hire, support, and retain employees who reflect our diverse community.
We encourage applicants with diverse backgrounds and lived experiences to apply.

HR Contact: Debbie Kong (12312025) (Patient Services Supervisor - E415)