Front Office Supervisor

About the role

The Front Office Supervisor oversees day-to-day operations of the front office staff and performs administrative duties including referrals, maintaining provider schedules, prior authorizations for procedures/tests/medications, scheduling outside procedures/testing, and related processing duties for all patients. Duties are performed in the EMR system as appropriate. This role is trained in a wide range of skilled administrative and clerical duties.

Reports directly to the Practice Manager.

Responsibilities

• Maintains positive working relationships with staff, physicians, and APPs to achieve patient, staff, and provider satisfaction and continuous group performance improvement.
• Supervises front office staff and is cross-trained in check-in and check-out for all functions.
• Communicates effectively and in a timely, professional manner with all internal and external customers.
• Knowledge of CPT coding and Medical Necessity of testing; ensures criteria are met prior to scheduling testing and/or procedures, including surgery.
• Greets each patient warmly and cheerfully; knowledgeable about insurance processing and able to explain deductibles, co-insurance, co-payments, and processing.
• Handles incoming referrals, answers phones with correct salutation, and takes messages when appropriate.
• Records all messages into the electronic EMR.
• Verifies patient information, demographics, and insurance coverage; updates information in the EMR system as needed.
• Scans and attaches updated information and forms into the appropriate EMR system.
• Schedules all testing after obtaining precertification per physician checkout orders.
• Completes and sends medical records requests per physician orders.
• Completes all referrals through the EMR following correct protocol; verifies insurance when necessary.
• Manages all assigned special projects and supervises satellite offices as necessary.
• Performs other job duties as assigned.

Requirements

• High school diploma or equivalent required.
• Five years of medical office experience preferred.
• Knowledge and training in medical terminology, keyboarding, and computer skills preferred.
• Basic skills in Microsoft Office preferred.
• Previous experience in scheduling preferred.
• Computer literacy required.
• Broad range of administrative and technical skills in the context of the healthcare environment.
• Impacts activities in other work areas on a frequent basis and contributes in multiple work areas.
• Makes decisions based on departmental policy and demonstrates critical thought process to work independently.
• Provides feedback to assist with the decision-making process and works well with others.
• Documents detailed information in patient charts.
• Requires listening skills to maintain cooperative associations.

Physical Demands / Work Environment

• Work requires a variety of physical activities, including moving about within and outside of all hospital properties for long periods of time.
• Must be able to respond quickly and effectively to emergency and non-emergent situations.
• May be required to assist in controlling disorderly conduct or combative patients.
• Must be able to exchange accurate information with patients, family, peers, and medical personnel.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.