Front Desk Supervisor

Description

PRIMARY PURPOSE:

To provide oversight of the daily operations of the front desk and reception area by managing a team of front desk staff, supporting the Practice Manager, ensuring smooth patient flow, maintaining excellent customer service, and coordinating administrative tasks. The Front Desk Supervisor serves as a key point of contact for patients, visitors, and internal staff, ensuring their experience is positive and efficient.

ESSENTIAL JOB FUNCTIONS:

• Manage and lead a team of front desk staff, including scheduling and training.
• Interview, hire, and train new staff in accordance with Human Resources guidelines.
• Provide guidance and support to staff in handling patient inquiries, appointment scheduling, and administrative tasks.
• Supervise patient scheduling, registration, financial counseling, collections, posting, and daily reconciliation.
• Conduct quarterly audits and reviews of front desk staff performance, and organize training sessions for underperforming staff.
• Address any issues or conflicts that may arise within the front desk team.
• Organize daily workflow, including breaks and lunches, to ensure adequate coverage at all times.
• Ensure the office is opened and closed daily, consistent with established schedules.
• Monitor all calls to ensure that procedures and quality standards are met.
• Achieve acceptable levels of efficient and effective productivity standards as established by management.
• Greet patients and visitors with a friendly and welcoming demeanor.
• Ensure that patients’ needs are met promptly and professionally, resolving any concerns or issues in a timely manner.
• Ensure patient satisfaction, including troubleshooting complaints and developing process improvements to prevent recurrences.
• Assist with patient registration, insurance verification, and collecting necessary information.
• Coordinate patient appointments, ensuring efficient scheduling to minimize wait times and maximize patient satisfaction.
• Manage provider schedules and make adjustments as necessary to accommodate urgent cases or cancellations.
• Assist front desk staff as needed by answering phones, scheduling appointments, and checking patients in.
• Ensure regulations, guidelines, and organizational standards and policies are followed.
• Ensure regulatory compliance with HIPAA, OSHA, labor laws, and other federal, state, and local regulations.
• Assist with special projects.
• Perform other duties as assigned.

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of patient registration tasks and front desk operations.
• Outstanding customer service skills.
• Excellent interpersonal, organizational, and communication skills.
• Ability to interpret, adapt, and apply guidelines and procedures.
• Ability to establish and maintain effective working relationships with patients, medical staff, coworkers, and the public.
• Ability to respect the culture, values, and opinions of others.
• Ability to handle various special projects on an ongoing basis while addressing daily needs for the department.
• Ability to complete projects with minimal supervision and direction.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, and Word, and ability to navigate electronic health record systems.
• Ability to communicate effectively verbally with others, with or without the use of an interpreter, and in writing using the English language, with or without the use of auxiliary aids or services.
• Ability to review, understand, and apply concepts presented in training programs, conferences, and/or professional literature.
• Ability to interact and work with diverse populations.
• Ability to maintain confidentiality of all patient and organizational information in accordance with HIPAA regulations.
• Ability to handle difficult situations involving patients, providers, or others, professionally.
• Clear understanding that FoundCare provides information on educating individuals on safer sex practices which would include but not be limited to, exposure to explicit language, explicit printed material, and descriptions of explicit sexual activities as part of the agency’s mission in the prevention and transmission of HIV disease.

PHYSICAL REQUIREMENTS:

• Ability to endure short, intermittent, and/or long periods of sitting and/or standing in performance of job duties.
• Full range of body motion: Position requires reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.
• Ability to lift and carry objects weighing up to 25 pounds.
• Use standard office equipment and technology, including computers, telephones, and clinical equipment and systems, in the course of daily duties.
• Ability to travel to other FoundCare locations and perform job duties.
• Ability to travel to other locations to attend meetings, workshops, and seminars, plus travel to other FoundCare departments and FoundCare conference rooms.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field, or equivalent years of experience in the healthcare field.
• One (1) to two (2) years of office or clerical experience.
• Experience with medical records and electronic billing systems.
• Health insurance experience.
• Flexible schedule, allowing for evenings, as needed.
• This role is not eligible for visa sponsorship.