Supervisor- Front Office

About the role

Under the direction of the Site Manager, the Front Office Supervisor leads and optimizes front office operations to ensure a seamless, efficient, and patient-centered experience. This role provides direct supervision, coaching, and development of Patient Service Representatives, ensuring excellence in appointment scheduling, call management, and patient check-in/check-out processes. The Front Office Supervisor actively monitors daily operations, analyzes performance trends, and implements process improvements to enhance service quality, access, and operational efficiency. This position drives an exceptional patient experience while fostering a culture of accountability, teamwork, and continuous improvement, and proactively identifies and develops growth opportunities for staff.

Responsibilities

• Oversees and optimizes provider scheduling to ensure alignment with organizational access standards, visit mix, and productivity goals
• Manages front office inventory and supply levels, ensuring timely procurement in accordance with established policies and cost controls
• Reviews, reconciles, and resolves billing-related errors prior to submission, ensuring accuracy and compliance with reporting standards
• Leads initiatives that drive exceptional patient experience, promoting a culture of service excellence, professionalism, and patient-centered care
• Builds and maintains efficient front office workflows to support seamless daily operations
• Oversees staffing schedules for assigned Patient Service Representatives, ensuring alignment with operational needs
• Monitors appointment reminder processes and implements strategies to reduce no-show rates and improve patient access
• Partners with leadership to proactively resolve scheduling challenges and adapt to changing operational demands
• Analyzes patient demand trends (e.g., CHDP, sick visits) and adjusts workflows to optimize access and service delivery
• Communicates high-demand trends, operational risks, and service gaps to leadership in a timely manner
• Maximizes schedule utilization by backfilling no-show appointments with walk-ins or same-day visits when appropriate
• Oversees daily cash handling processes, ensuring adherence to internal controls and resolving discrepancies in collaboration with the business office
• Drives front-end collections performance in accordance with clinic guidelines, escalating unresolved issues as needed
• Models and reinforces high standards of customer service, confidentiality, and professional conduct
• Leads and facilitates regular team meetings to drive communication, accountability, and continuous improvement
• Collaborates with clinical and care teams to support patient access and contribute to overall health outcomes
• Ensures adherence to organizational policies, regulatory requirements, and quality standards through routine monitoring and audits
• Reviews relevant reports, provides insights, and operational updates to Site leadership as needed
• Maintains team awareness of policy, procedural, and funding changes impacting front office operations
• Actively contributes to organizational quality improvement initiatives and performance goals
• Recruits, hires, and trains interpreters to ensure high-quality language services in Arabic and/or Spanish (El Cajon site-specific)
• Oversees interpreter-supported communication workflows, ensuring timely and accurate handling of calls, messages, and patient interactions (El Cajon site-specific)
• Conducts routine quality assurance reviews to ensure accuracy, professionalism, and compliance in interpretation services (El Cajon site-specific)
• Supports translation of organizational materials, including documents, signage, and patient communications, as requested (El Cajon site-specific)
• Manages the Arabic call center queue to ensure response times and service level standards are consistently met (El Cajon site-specific)

Supervision

• Makes recommendations and/or decisions related to hiring, transfers, promotions, disciplinary actions, and terminations
• Conducts and supports annual performance evaluations, ensuring alignment with organizational standards
• Coaches and develops staff to achieve performance expectations, improve engagement, and support professional growth
• Identifies training needs and implements targeted development plans to strengthen team capability and performance
• Reinforces organizational mission, values, and goals through consistent communication and leadership
• Assesses training needs and promotes developmental activities

Requirements

• High school diploma or GED required
• 2+ years’ healthcare or clinical administrative experience required
• Progressive leadership or supervisory experience in a front office or patient access role preferred
• Experience with scheduling systems, patient registration, insurance verification, and front-end revenue cycle processes preferred
• Experience working with underserved, diverse, or high-risk populations preferred
• Completion of internal leadership development programs (e.g., Project LEAP) preferred for internal candidates
• Bilingual (English/Spanish or English/Arabic) strongly preferred based on patient population needs

Skills

• Demonstrated ability to manage workflows, resolve operational issues, and improve patient access and service delivery
• Excellent verbal and written communication skills, including superior composition, typing, and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with monitoring performance metrics
• Ability to function at the highest level according to credentials and competency
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 10 lbs/weight
• Ability to stand for long periods of time

Compliance

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
• Maintains current knowledge of policies and procedures as they relate to safe work practices
• Uses appropriate body mechanics to ensure an injury-free environment
• Familiarity with location of nearest fire extinguisher and emergency exits
• Follows all infection control procedures including blood-borne pathogen protocols
• Maintains privacy of all patients, employee, and volunteer information and access such information only on a need-to-know basis for business purposes
• Complies with all regulations regarding corporate integrity and security obligations

Benefits

• Partially company-paid Medical, Dental, and Vision Plans
• Two plus weeks of vacation
• Nine Holidays including two Floating Holidays of your choosing
• Sick/Personal time
• Volunteer Time Off (VTO)
• 403b Retirement plan (similar to a 401k)
• Optional Health and Wellness events

Pay

Pay range: $73,500.00 - $104,000.00 annually, depending on experience and additional qualifications.