Administrative Supervisor

Key Supervisory Responsibilities

• Supervise, train, and mentor a team of 4–6 front desk staff; provide ongoing coaching and performance feedback.
• Cook up daily staff scheduling, coverage assignments, and time-off requests to ensure adequate front desk coverage at all times.
• Conduct regular team huddles to communicate updates, address concerns, and reinforce best practices.
• Monitor staff adherence to check-in/check-out procedures, patient registration protocols, co-payment collection, and insurance verification requirements.
• Serve as the first point of escalation for complex patient concerns, questions, and complaints.
• Collaborate with clinical and administrative leadership to optimize patient flow and front office efficiency.
• Conduct and document performance reviews and corrective action as needed, in partnership with the Director of Operations.
• Onboard and train new front desk employees; maintain and update training materials.
• Identify process improvement opportunities and recommend solutions to the Director of Operations.
• Ensure compliance with HIPAA, financial collection policies, and all applicable practice protocols.
• Work alongside Waltham clinical supervisors to align front desk operations with clinical workflows, patient flow, and scheduling needs.
• Maintain a close collaborative relationship with the administrative supervisors at the Woburn and Dedham offices to ensure consistent front desk practices, shared policy adherence, and cross-site communication.
• Participate in multi-site administrative supervisor meetings and contribute to practice-wide initiatives as directed.

Essential Duties and Responsibilities (Operational)

• Greet patients upon arrival and ensure a welcoming, professional reception environment.
• Verify and update demographic and insurance information for new and established patients; copy insurance cards and photo IDs per protocol.
• Collect co-payments and outstanding balances; manage self-pay patient accounts.
• Check for insurance referrals and have patients sign appropriate waivers when referrals have not been obtained.
• Explain financial and collection policies to new patients and distribute written guidelines.
• Ensure all patient paperwork is complete prior to clinical encounters; prepare charts for clinical staff.
• Inform patients of physician delays and offer rescheduling when appropriate.
• Operate the telephone switchboard to answer, screen, and forward calls; schedule appointments and maintain appointment calendars.
• Perform administrative tasks including proofreading, transcription, and operation of computers for records, invoices, and other documents.
• File, maintain, and transmit records via mail or fax.
• Monitor voicemails and relay messages to appropriate staff.
• Collect, sort, and distribute mail, messages, and courier deliveries.