Job Summary The Patient Services Supervisor's primary job function is to provide direct supervision and daily operations of their assigned Patient Services team. The Patient Services Supervisor is responsible for assisting with the budget, hiring, validating AIDET, rounding with staff, and maintaining staffing levels at designated sites. The Patient Services Supervisor will validate staff competencies, provide excellent customer service, maintain and validate efficient patient access to medical services through scheduling, check-in and patient requests. The Patient Services Supervisor will provide direct coverage and assist patients as backup support including supporting patients through resolution processes. You will be hired and assigned to a primary location but may be scheduled at times to cover in Wenatchee, East Wenatchee or Chelan.

Essential Functions:

Ability to perform consistently all duties of Patient Services job. Complete understanding of Full Registration, Uniform Data System, Sliding Fee Discount, and Insurance eligibility Daily Operations Tasks Recruits, hires, and orients new staff. Schedule staff ensuring appropriate coverage. Completes daily coaching and annual evaluations. Implements corrective action as needed. Supervision and Mentoring Provides direct supervision to staff as assigned. Establish mentoring relationships with staff members to facilitate understanding barriers, needed changes, challenges, and solutions that will improve patient care, staff ability, or productivity. Actively promoting open communication and collaborative work environment to help other departments accomplish goals. Demonstrates leadership skills through role modeling, mentoring, problem solving, and developing team synergy. Staff scheduling including time off, family leave, and urgent staffing coverage Leads regular staff/department meetings to share important information and training. Validation of Policies and Procedures Assist staff in learning established policies and procedures. Validate staff observance of policies and procedures. Assists as assigned to provide feedback and guidance on Policies and Procedures updates and changes. Staff Development, Validation and Evaluation Responsible for staff development, validating staff competencies and evaluating staff at the 90 day and yearly evaluations cycles. Facilitate completion of staff orientation, skills checklist, and reports progress as needed to manage staff. Responsible for implementing and monitoring quarterly and yearly goals for staff Process Improvement Actively initiates process improvement efforts to develop and evaluate systems, promoting culture of quality, accountability, optimal patient flow, and optimal staff workflow for high-quality patient care. Expert in registration policies, procedures and EHR processes for front end. Managing patient complaints and ensuring resolution Intercedes with family and patients to resolve concerns related to the delivery of health care services. Assists with investigation of facts related to patient complaints and incident reports. Creates and maintains escalation and resolution processes for staff. Data and Compliance Assists in reviewing and gathering data to confirm department compliance in regulatory agencies. Run weekly/monthly reports on Scorecard Metrics and sending out to the team. Review metrics and the team member standings 1:1 with direct team. Run weekly/monthly reports on Scorecard Metrics.

Patient Services Wenatchee & East Wenatchee:

Expected to cover assigned shifts between 7:30am-7:00pm, Monday-Friday and rotating Holidays and Saturdays, 8:30am-4 :00pm . Schedules will be posted ahead of time for planning purposes.

Patient Services Chelan:

Expected to cover assigned shifts between 6:45am-5:00pm, Monday-Friday. Schedules will be posted ahead of time for planning purposes. Complete understanding of Full Registration, Uniform Data System, Sliding Fee Discount, and Insurance eligibility Recruits, hires, and orients new staff. Schedule staff ensuring appropriate coverage. Completes daily coaching and annual evaluations. Implements corrective action as needed. Provides direct supervision to staff as assigned. Establish mentoring relationships with staff members to facilitate understanding barriers, needed changes, challenges, and solutions that will improve patient care, staff ability, or productivity. Actively promoting open communication and collaborative work environment to help other departments accomplish goals. Demonstrates leadership skills through role modeling, mentoring, problem solving, and developing team synergy. Staff scheduling including time off, family leave, and urgent staffing coverage Leads regular staff/department meetings to share important information and training. Assist staff in learning established policies and procedures. Validate staff observance of policies and procedures. Assists as assigned to provide feedback and guidance on Policies and Procedures updates and changes. Responsible for staff development, validating staff competencies and evaluating staff at the 90 day and yearly evaluations cycles. Facilitate completion of staff orientation, skills checklist, and reports progress as needed to manage staff. Responsible for implementing and monitoring quarterly and yearly goals for staff Actively initiates process improvement efforts to develop and evaluate systems, promoting culture of quality, accountability, optimal patient flow, and optimal staff workflow for high-quality patient care. Expert in registration policies, procedures and EHR processes for front end. Intercedes with family and patients to resolve concerns related to the delivery of health care services. Assists with investigation of facts related to patient complaints and incident reports. Creates and maintains escalation and resolution processes for staff. Assists in reviewing and gathering data to confirm department compliance in regulatory agencies. Run weekly/monthly reports on Scorecard Metrics and sending out to the team. Review metrics and the team member standings 1:1 with direct team. Run weekly/monthly reports on Scorecard Metrics. Expected to cover assigned shifts between 7:30am-7:00pm, Monday-Friday and rotating Holidays and Saturdays, 8:30am-4 :00pm . Schedules will be posted ahead of time for planning purposes. Expected to cover assigned shifts between 6:45am-5:00pm, Monday-Friday. Schedules will be posted ahead of time for planning purposes.

Essential Duties & Responsibilities:

Performs other duties and tasks as assigned by supervisor Start shift on time and meet attendance standards per the FTE assigned in HRIS system. Follow safety policies and maintain a clean, safe work environment. Demonstrate sound work ethics, flexibility, and cultural sensitivity Uphold CVCH's mission and core values in all interactions. Comply with CVCH policies, Joint Commission standards, and HIPPA regulations.

Non-Essential Functions:

These are tasks that are included in the role but are not critical. They may be reassigned or modified without fundamentally changing the job. Run ad hoc reports as requested. Participate in internal committees or special projects. Contribute to internal communications or newsletters.

Qualifications:

Education:

Associates degree required but may substitute experience for education. High school diploma or

Certificate/Licensure:

N/A Experience:

Two (2) years patient or customer service experience required. Reception or customer-oriented supervision or leadership experience preferred.

Language Skills:

English fluency required English and Spanish preferred Skills & Competencies needed: Collaborates with medical and administrative staff.

Work Environment & Physical Demands:

Typical office environment. Sit, stand, walk, frequently. Occasionally lift up to 20 pounds. Kneel or crouch minimally. Visual acuity for close and distance work. Exposure to

Hazards:

Moderate noise. Standard administrative working conditions.

Blood/Fluid Exposure Risk:

Category III

• Tasks involve no greater exposure to blood, body fluids, or tissues than would be encountered by a visitor.

Age-Specific Competency:

Not applicable

• position does not involve patient care.

Telecommuting:

Position NOT eligible for

Telecommuting Equal Opportunity Statement:

CVCH is an equal opportunity employer and embraces diversity in the workplace. We are committed to providing a respectful, inclusive, and supportive environment for all employees. Benefits

• Coverage below based on a 1.

0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on

FTE Benefit:

Coverage:

Effective:

Medical Premera (Self Insured) Preferred Provider Employee covered

• $70.00 per month Dependents covered
• please refer to the benefits Guide 2026 for rates First of the month following the first date of employment. Dental Washington Dental Employee covered
• 100% Dependents covered
• 50% First of the month following the first date of employment. Paid Leave 120 hours
• Year 1 136 hours
• Year 2 Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years.

Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB. Extended Illness Bank (EIB) Allows for maximum accrual of 200 hours PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act. Holidays 88 hours related to:

• New Year's Day
• Memorial Day
• 4 th of July
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day
• 3 Diversity Days Holidays are calculated as 8-hour days if full time, 1.

0 FTE, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee's timecard automatically. If an employee is part-time, as documented in our HR/Payroll system, Holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below:

• Jan 1
• April 30: 3 diversity days (24 hours if 1.0 FTE)
• May 1
• August 31: 2 diversity days (16 hours if 1.0 FTE)
• Sept 1
• Dec 31: 1 diversity day (8 hours if 1.

0 FTE) Please refer to the Paid Leave policy for additional details. 403(b) Retirement Plan Lincoln Financial 150% CVCH match up to 3% of the employee's contribution Immediately.

Vesting schedule:

20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years. Employee Assistance Program Mutual of Omaha Free short-term counseling for employee and family Immediately. Call 800-316-2796 Long-term Disability Mutual of Omaha Employee Only (variable) First of the month following the first date of employment.

Benefit:

Coverage:

Effective:

Basic Term Life Mutual of Omaha Employee Only (1x annual salary, up to $200,000) First of the month following the first date of employment. Group Accidental Death and Dismemberment (AD&D ) Mutual of Omaha Employee Only (1x annual salary, up to $200,000) First of the month following the first date of employment. Supplemental Term Life Mutual of Omaha Employee / Spouse / Dependent(s) First of the month following the first date of employment. Voluntary AD&D Mutual of Omaha Employee / Family First of the month following the first date of employment. Health Reimbursement Arrangement RedQuote Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year. First of the month following the first date of employment.

Flex Plan:

Medical RedQuote Flex Plan:

Maximum $3,400 per year Direct Deposit available First of the month following the first date of employment.

Flex Plan:

Dependent Care RedQuote Flex Plan:

Maximum $7,500 per year Direct Deposit available First of the month following the first date of employment. AFLAC Supplemental insurance

• cafeteria plan First of the month following the first date of employment.

Wellness Stipend CVCH will reimburse staff up to $30 per month for a local gym membership OR CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.) Immediately. Once employee has submitted invoice to HR/Payroll department. Cell Phone Discounts Discounted monthly access fees Discounted select accessories and special equipment Available for personal cell phones, currently in place with

AT&T & Verizon Benefit:

Coverage:

Effective:

Tuition Reimbursement For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of:

• $4,000 for an Associate's degree, vocational, technical, or certification program
• $6,000 for a Bachelor's degree
• $8,000 for a Master's degree Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply.

Employees must agree to work for a period of two (2) years from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.

Compensation:

$25.51

• $35.

70/hourly (based on experience) Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.