Site Supervisor

Overview:

We’re a trusted multi-site ophthalmology practice rooted in compassion, collaboration, and patient-centered care. Our team is made up of dedicated caregivers and respected physicians who are known in our community not just for clinical excellence, but for the way we treat our patients.

We’re looking for someone who shares the values that make Levenson Eye Associates unique – a professional who shows up with integrity, is prepared for teamwork, and a respectful and compassionate attitude towards our patients and every member of our team.

If you’re ready to make a meaningful impact and grow alongside a team that truly cares, we’d love for you to apply and take the next step with us!

Position Summary:
The Site Supervisor is responsible for the day-to-day oversight of front desk and medical records operations. This position provides leadership and operational direction to ensure consistent, efficient, and patient-centered workflows across all assigned sites.

The Site Supervisor oversees patient access functions including registration, scheduling, check-in/check-out, insurance verification, prior authorizations, and medical records management. This role is responsible for establishing and maintaining standardized processes, developing and implementing policies and procedures, monitoring staff performance, and ensuring compliance with organizational and regulatory requirements.

The Site Supervisor works closely with the Practice Administrator, physicians, clinical teams, billing, benefits verification/eligibility, and other departments to identify operational challenges, resolve escalated issues, and continuously improve the patient experience and overall practice efficiency.

Schedule: Clinic hours vary between 7:00am to 5:00pm, Monday through Friday, 8-hour shifts.

Essential Duties & Responsibilities:

• Provide direct supervision and operational leadership to front desk and medical records staff across 3 locations.
• Train, coach, and evaluate staff in accordance with organizational standards and performance expectations.
• Establish clear performance expectations and hold staff accountable for productivity, accuracy, professionalism, and adherence to company policies.
• Develop, implement, and maintain standardized Standard Operating Procedures (SOPs) for patient access and medical records workflows.
• Monitor staffing needs across assigned locations and make recommendations regarding coverage, scheduling, and resource allocation.
• Manage employee schedules, timekeeping, attendance, and time-off requests within the payroll system.
• Conduct regular staff meetings and provide ongoing training and professional development.
• Foster a professional, collaborative, and patient-focused work environment.
• Address employee performance concerns, workplace issues, and policy violations in partnership with the Practice Administrator and Human Resources, as appropriate.
• Identify trends, workflow deficiencies, and opportunities for process improvement across assigned locations.
• Standardize front desk and medical records processes to promote consistency, efficiency, and accountability across all practices.
• Collaborate with billing, benefits verification, eligibility, clinical, and administrative teams to reduce registration, insurance, and documentation-related errors.
• Assist the Practice Administrator with monitoring and managing patient satisfaction surveys through the Satisfied Patient Dashboard.
• Participate in management meetings and contribute to organizational planning and operational improvement initiatives.
• Assist with the implementation of new systems, processes, policies, and organizational initiatives.
• Serve as an operational resource for assigned locations and provide coverage or support when unexpected staffing or workflow needs arise.

Front Desk & Patient Access Operations:

• Oversee patient registration, check-in/check-out, scheduling, appointment management, and related front desk workflows.
• Ensure patient demographic, insurance, and registration information is accurate, complete, and maintained according to organizational standards.
• Oversee timely and accurate insurance verification, eligibility, and prior authorization processes.
• Monitor patient access workflows to identify inefficiencies, errors, and opportunities for improvement.
• Establish and maintain customer service standards that promote a positive and professional patient experience.
• Monitor patient feedback and address service concerns appropriately.
• Respond to and resolve escalated patient complaints involving scheduling, registration, front desk interactions, or other patient access concerns.
• Ensure front desk processes are consistently followed across all assigned locations.

Medical Records Management:

• Oversee the daily operations of the medical records function across assigned locations.
• Ensure the appropriate handling, storage, scanning, organization, retrieval, and release of medical records.
• Maintain compliance with HIPAA, organizational privacy policies, and applicable requirements governing Protected Health Information (PHI).
• Ensure medical records requests are processed accurately and within established timeframes.
• Implement and monitor record retention, storage, and destruction procedures in accordance with applicable legal and organizational requirements.
• Collaborate with clinical, billing, and administrative teams to ensure timely access to accurate and complete patient documentation.
• Identify and address medical records workflow issues that may affect patient care, billing, compliance, or operational efficiency.