Patient Service Representative Supervisor
About Wisconsin Institute of Functional Medicine
Wisconsin Institute of Functional Medicine (WIFM) is dedicated to transforming patient lives through a functional medicine approach that focuses on identifying and addressing the root causes of health issues. We emphasize teamwork, lifelong learning, and innovative practices to deliver exceptional care. Our modern facilities and technology-driven workflow create a collaborative and efficient work environment for our team.
Job Summary
Are you ready to be the heartbeat of our front desk and a strategic partner to our DOO?
We’re seeking an A++ Patient Service Representative Supervisor to own the PSR team, its systems, and the patient experience. This is a leadership role—not a glorified lead. You’ll be co-driving operational excellence, accountability, and growth alongside the Director of Operations.
Responsibilities
You’re not just managing tasks—you’re shaping the patient experience and building a high-performing team. This role is about ownership, leadership, and creating systems that make excellence the standard. Here is your mission (core responsibilities).:
Mentor, develop, and elevate PSRs to consistently deliver a 5-star experience.
Foster a supportive, no-drama culture rooted in integrity and professionalism.
Build, document, and maintain efficient workflows—from check-in to check-out.
Enforce standards, update SOPs, and ensure consistency across every interaction.
Monitor performance trends: wait times, conversion rates, patient satisfaction, daily volume.
Provide weekly reports and insights to the DOO, highlighting wins and areas for improvement.
Drive strategic follow-up with prospective patients to convert them into consultations.
Identify and implement improvements in scheduling, communication, and outreach.
Build a high-functioning, cohesive team where excellence is the norm.
Coach through challenges, resolve conflicts quickly, and maintain a positive environment.
Skills & Competencies
- Microsoft Suite (Excel, Word, Outlook, Teams)
- SharePoint for document management
- Cerbo or similar EHR systems
- Phone systems and call routing tools
- Online forms and scheduling platforms
- Process documentation and SOP creation
- Data tracking and reporting (conversion rates, scheduling accuracy)
- Patient engagement and conversion strategies
- Team coaching and onboarding
- Conflict resolution and performance management
- Integrity, accountability, collaboration, and adaptability
Qualifications
We’re looking for a proven leader who thrives on structure, accountability, and results. If you love turning chaos into clarity and have the skills to elevate both people and processes, you’ll fit right in.
Seasoned leader (5+ years) in healthcare service with team-management experience
Expert in building and refining processes, documentation, and accountability systems
Consistently calm, organized, and focused—even under pressure
A natural coach who sets clear expectations and leads by example
Data-driven and comfortable managing and acting on performance metrics
Skilled in patient engagement and conversion
Passionate about delivering extraordinary service and operational excellence
Benefits
- 4-day work week
- Paid time off (PTO)
- Health, Dental, and Vision Insurance
- 401(k) matching
- Perks and discounts on functional medicine services
Working Location
Work in a modern, welcoming office environment at the Wisconsin Institute of Functional Medicine, designed to foster teamwork and positivity. Our facilities include sit-to-stand desks, walking pads, and a holistic atmosphere to inspire productivity and health.
Application Process
We are only accepting applications with the following:
- A cover letter explaining why we should consider you for this position.
- An updated resume highlighting your relevant experience.
- Apply with the link below.
Equal Opportunity Employer
WIFM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other characteristic protected by law.