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Front Office Supervisor

Summary

For over 70 years Annapolis Pediatrics has provided superior healthcare to the infants, children, adolescents, and young adults in the Annapolis area and surrounding communities.  We commonly care for children of former patients and are proud of the outstanding level of continuity of care Annapolis Pediatrics provides. 

 

Role

This position will focus on direct day to day operational management of the Annapolis front office to include efficiency, effectiveness, workflows, and develop strategies for exemplary patient care experience.  This position is responsible for new staff training on policies/procedures and ongoing professional development.   The Front Office Supervisor reports to the Practice Manager and works closely with providers, clinical, and operational staff.  

 

Duties and Responsibilities

Management

Plans, schedules and supervises the activities of front office staff to ensure adequate staffing coverage in the Annapolis office. Acts as the primary point person for call outs and PTO requests and arranges for appropriate staffing coverage.  Provides lunch coverage for the front office staff, as needed. 

In collaboration with the Practice Manager, the supervisor will assist in the recruitment and selection process and implement front office and personnel performance improvement initiatives.

Provides effective coaching, feedback and development action plans to staff.  Enhances our patient experience by mentoring front office staff to understand patient needs; providing guidance, feedback, and individual coaching when needed.

Meets regularly with Clinical Lead to foster teamwork between front office and clinical staff to ensure the patients are checked in and roomed efficiently.

Communicates with providers and nurses when patient scheduling issues arise such as late arrivals or scheduling errors.

As the point of contact for patient concerns, the position will initiate positive outcomes and excellent customer service and patient satisfaction.

Serves as a role model to demonstrate appropriate behaviors and teamwork. Functions in place of the Practice Manager in his/her absence.

Office Operations

Monitors and actively participates in  day to day administrative flow in relation to front office operations and oversee front office functions to ensure efficiencies; including but not limited to

patient check in/check out; co-pay collections; chart preparation; HIPAA Compliance, start/end day process, and automation enhancements.

Training Component

Train new staff and provide ongoing continuing education/training to all front office staff.

Create training schedules and manuals for newly hired front office staff.  Ensure training period sign off sheets are properly documented, communicated to practice management and forwarded to HR.

Collaborate with practice managers to maintain front office staff training manuals and update with new or changed processes and procedures as needed

To ensure all front office staff follow current processes and procedures, the supervisor will evaluate performance (related to performing tasks or following protocols), communicate areas of concern to practice managers, and provide guidance or training “refreshers.”

Work in conjunction with the Practice Managers, keeping them aware of training content, schedules and progress, ensuring that any areas of poor performance are identified and remedied.

 

Experience and Qualifications

  • Two+ years practice management in a healthcare setting (required)
  • Experience in a patient-centered medical care setting (preferred)
  • Skilled in personnel management, organizing, planning, exercising initiative, development and maintaining effective relationships with providers, clinical and clerical staff, patients and the public.
  • Ability to function independently within scope of practice, utilizing sound professional judgment, problem-solving, and decision-making.
  • Knowledge of financial systems and analysis, computer systems and applications, electronic health record (EHR / EMR) implementation and usage. 
  • Effective verbal and written communication skills. 
  • Knowledgeable in the areas of Customer Service, Supervision, Revenue Cycle, Central Services, Clinical, Financial, Information Systems, and Case Management.

 

As of the first day of employment, all new hires must demonstrate they are fully vaccinated for COVID-19 or must be willing and able to receive all required vaccinations including COVID-19.

Interested candidates may send cover letter, resume, and salary requirements to:

Annapolis Pediatrics / Human Resources Dept. [email protected]

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Annapolis Pediatrics is an Equal Opportunity Employer.