Patient Services Rep Supervisor - Mattis Psychiatry/Psychology

Overview:

The Patient Service Representative Supervisor – Mattis Psych provides leadership and direction for the Patient Service Support (PSR) team at the Mattis Avenue Behavioral Health location, ensuring high-quality patient access and service delivery. This role oversees staffing, daily operations, and team performance, while serving as a key partner to regional Behavioral Health team members.

The supervisor is responsible for onboarding, training, coaching, and developing PSR staff across the Champaign-Urbana Psychiatry service line. This includes performance management, recognition, corrective action, and regular team rounding to support engagement and accountability. With a strong focus on operational excellence, the role monitors patient service quality indicators and productivity measures, delegating responsibilities as appropriate to drive team success.

In collaboration with PSR leads, this position fosters a supportive and high-performing team environment, ensuring consistent service standards across departments. The supervisor also plays an integral role in supporting non-clinical operations for specialty clinics, including the Psychiatry Residency Clinic, Psychiatry Bridge Clinic, and Interventional Psychiatry Clinic.

Serving as a resource for staff across disciplines—including PSRs, nursing, providers, and leadership—the supervisor models exceptional service by stepping into the PSR role as needed. Through every interaction, this role promotes a positive image of Carle, delivering a patient-centered experience grounded in professionalism, teamwork, and compassion.

Responsibilities: Perform essential job functions of Patient Service Representative I, II and III. Remains competent in the PSR job description by attending ongoing education courses and functioning as a PSR when needed.Identifies daily staffing needs in accordance with budget and target guidelines. Proactively reviews future schedules (next day, three days, and one week in advance) to anticipate the need for staffing adjustments.Identifies all recurring issues and presents solutions to appropriate party/department.Helps facilitate, implement, and grow Behavioral Health specialty clinics including but not limited to the psychiatry residency clinic.Provides input on decisions regarding the psychiatry residency clinic practices, policies, procedures, and serves as liaison between the outpatient clinic, psychiatry residency program leadership and GME staff. Builds and maintains the psychiatry residency clinic schedules.Assists in coordination of time off, meetings, research times, and educational activities for all psychiatry residents with the GME Coordinator. Assists with branch/department orientation for residents and educates residents about schedule templates and schedule changes.Facilitates new PSR staff training and serves as a role model by conducting self in a responsible, professional manner. Meets with PSRs regularly to provide individual and team feedback. Provides support and feedback to Patient Care Manager regarding individual/group PSR practice.Establishes even workloads for PSRs and manages daily coverage for desks and phones, based on staffing and volumes.Establishes standards for reducing registration and scheduling errors. Reviews with staff on a regular basis errors and initiates necessary training to reduce errors.Participates on committees and subcommittees including departmental work groups, cross departmental teams, etc.Serves as a systems super user.Provides input and collaboration on departmental processes and policies.Proactively monitors provider schedules to ensure appropriate scheduling of all appointment typesAttends mandatory meetings as requested by organization, department or GME leadership to keep abreast of change, safety requirements and new policies when available.Attends elective meetings to enhance personal and professional knowledge. Qualifications:

Education: H.S. Diploma/GED,

Work Experience: Customer Service

Carle Health Company Overview:

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Discover the job, the career, the purpose you were meant for. At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected and empowered, where passion and purpose come together to positively impact the lives of our patients and our communities. Find it all at Carle Health.

 

Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We’ve grown to include eight, award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We’re developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Methodist College. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: [email protected].

Salary Range: The compensation range for this position is $26.55per hour - $44.34per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model. Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.