Position Summary: This position is responsible for the day-to-day supervision of the practice’s front office operations and the personnel assigned to functions performed at the front desk. The “hands on” nature of the supervisor’s position requires that the supervisor be knowledgeable in all aspects of clerical support activities including but not limited to staff scheduling, staff assignment (office location, center, position), patient registration (check-in), checkout, data entry, handling of patient and staff questions, coordination of the collections of co-pays and other monies that may be required or requested at time of service and the prompt processing of patients to ensure efficient office and patient flow. The front office supervisor is the primary liaison with the patient and/or family members regarding their visit experience. In addition to the clerical support functions, the supervisor is responsible for communicating and monitoring compliance with all practice policies and procedures as dictated by the practice’s leadership, physicians or governance. The supervisor must also promote regulatory compliance of staff in assuring that patient’s protected health information is maintained in a confidential and secure manner. Finally, the front office supervisor is responsible for contributing to the practice’s financial performance and as such, assists with the proper collection and accounting of monies obtained at check in or check out operations.
Reports to: Operations Manager
- General responsibilities – This position is the “go-to” person(s) for front office operations in the orthopedic practice. In addition to the clinical settings in the main practice, the position will have responsibilities (direct or delegated) for satellite office locations. These general responsibilities include, but not limited to:
- Supervision (direct and in-direct) of clerical support staff performance and completion of assigned work duties;
- Assuring that there is an operational daily work schedule to assign staff, so that each clinical location and satellite offices have appropriate clerical support coverage;
- Monitoring of staff performance at each clinical location and office location for maintaining efficient front office operations;
- Perform routine and periodic evaluation of staff regarding their orientation, understanding of operational procedures and overall job performance;
- Conduct the daily collection and submission of co-pay and balance owed collections, collected by front desk; check in and check out staff;
- Develop and in-service front office staff on front office policies, procedures or protocols with respect to front office operations
- Create and submit required reports reflecting front office operations to the appropriate parties including but not limited to Business office, operations office and finance.
- Detailed understanding of healthcare insurances and insurance rules as they relate to orthopedic practices (coordination/communication with Business office and collection staff on changes with specific rules, insurances and payment policies).
- Teamwork – Encourages developing staff and teamwork among the front office personnel. Performs in-service and projects that engage staff and assist staff with their staff roles and competencies.
- Money management – Responsible for coordinating, collecting and submitting the daily monies and cash reports on payments made at check-in and checkout.
- Communications – Responsible for effective communications between staff, their daily functions, satellite offices and other functions within the practice. Coordinates the methods for communication of policies, procedures and protocols using various media such as; newsletters, staff meetings, in-service programs or emails. Identifies the information to be communicated, summarizes the information in an understandable and usable manner and then follows up with staff (or others) to assure that the communication message was received, understood and implemented.
- Developing policies and procedures – Review daily operations and identify appropriate policies, procedures and protocols written for standard operating procedures to insure an efficient and effective front office operation.
- Training, orientation and monitoring of staff – Conduct routine and periodic in-service education and training programs for the front office staff, assuring that their skills and competencies are aligned with the demands of their position and function(s) in the practice. Review and update these standard operating procedures annually and review with staff, as appropriate. Develop an effective orientation/mentoring program that will assist new employees with acclimating to the practice’s daily operations.
- Guest relations – Promote a team spirit and positive work attitude with staff, encouraging each staff member to represent their position, their actions and the practice in a positive manner to patients and visitors.
- Employee safety – Assure that the front office work spaces are maintained in a manner to assure employee and patient safety. Report safety matters to the attention of supervisor, management or maintenance to correct unsafe work space issues.
- Collaboration – Participate in assigned projected focusing on front office operations. Assisting other practice supervisors/team leaders in meeting patient demands, as directed. Facilitate proactive communication, teamwork and collaboration with practice staff, advancing a positive work environment and promoting a positive patient experience. The Supervisor’s position requires collaboration with all levels in the organization including patients, family members, direct reports and team leaders.
- Perform all other duties as requested.
The position requires that the candidates have completed an Associates’ Degree in a healthcare or business management program (minimum required). To advance the position’s capabilities, an advanced certificate or Bachelors’ degree in a healthcare, business, insurance/claims management or general management program is preferred.
The position requires a minimum of two (2) years’ experience in a supervisory role or position in a busy medical practice. Prefer 4-5 years’ supervisory experience. Prefer experience in an orthopedic practice.
People skills – effective communication skills (both listening and providing direction)
Computer skills – knowledge of Excel, word, email and use of patient portals
Organizational skills – ability to multi-task in an organized and effective manner, prioritizing and completing tasks in a timely manner.