Front Desk Supervisor

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.