Position: Office Supervisor

Status: Full-time (40 hours per week); Exempt/Salary 

Reports to: Office Manager

We are seeking an experienced and motivated Office Supervisor to join the leadership team at a busy pediatric office. Working closely with the Office Manager, this position will help lead the front office team, coordinate daily operations, and ensure a welcoming, efficient, and patient-focused experience for children and their families. 

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise the front office personnel.  Hire, fire, schedule office personnel, and assign duties.  Communicate changes and problems with the Office Manager and HR Department. Arrange for adequate staffing for all daily functions. Oversee training of new personnel. Conduct department meetings at least once each month. Support staff through education and guidance. Document coaching and disciplinary meetings and send copies of the documentation to the Office Manager and HR department. Perform thirty and ninety day reviews for new employees. Conduct daily reviews of employee timecards and approve timecards when payroll is due. Review and approve requests for paid time off. Perform annual performance reviews for established employees.
• Oversee the delivery of front office services by office staff.  Ensure office staff are following protocols for front office procedures.  Ensure office staff are up to date on information for the appointment line. Oversee collection efforts for co-pays, deductibles, and past due balances. Ensure that office open and closing procedures are performed consistently and accurately. Perform front office duties as needed. Work with Office Manager to coordinate the delivery of front office services among offices.  Assist the staff in front office duties as needed (including opening and closing the office when short staffed).
• Create and maintain calendars and schedules for providers, patients, staff and office custodial services.  Monitor provider schedules regularly for accuracy, adherence to protocols and efficiency of patient flow.  Coordinate with the nurse supervisor and scheduling lead to plan schedules or make changes to the schedule as needed. Communicate changes, problems and staffing needs to Office Manager. Order food and delivery for meetings as needed.
• Coordination with the Nurse Supervisor. Work directly with the nurse supervisor to schedule all staff and provider-manager meetings. Work together to plan integration of protocol changes.
• Oversee urgent referral process to specialists.  Provide training to front office staff in referral procedures.
• Maintain appropriate levels of office supplies, forms and equipment. Track and monitor office purchases and use of petty cash.
• Oversee the physical condition, cleanliness, and maintenance of the office. Coordinate custodial services and arrange for repairs and maintenance as needed. Communicate significant repair, maintenance, or equipment needs to the Office Manager. Ensure the office is clean, organized, and well-maintained, with particular attention to patient care areas and waiting rooms.
• Oversee HIPAA security and privacy procedures for front office staff.  Maintain office staff training in Medent procedures.  Report security or privacy violations to Office Manager.
• Perform quality audits of front office procedures and documentation.  Measure staff performance and outcomes against policy and protocols.  Report results to Office Manager.
• Run and complete reports. Some of these reports include patient transfers and quality reports.
• Completing daily “to-do’s” and triages in the EMR. Some tasks may include scheduling requests, appointment no shows, records requests from other pediatric practices, lawyers’ offices, etc.
• Leadership.  Demonstrate daily involvement, visibility and professionalism to all staff, internal and external customers, and suppliers.  Reinforce and model the mission and values of organization.  Model leadership by interacting effectively with all levels of personnel and administration.  Promote learning through personal example, informal teaching and learning, coaching, and mentoring. Assist in establishing an environment that encourages and fosters teamwork at all levels. Meet with providers on a regular basis to foster communication, teamwork, and coordination of care.
• Customer Service.  Maintain effective communications to foster a service attitude and to cooperatively provide the highest quality service to the community.  Act as role model to staff and train staff in customer service approaches. Assure that patients perceive value through an environment of mutual confidence, trust, ethics, and respect. Track and document customer experiences.  Follow-up and address customer complaints.
• Other duties may be assigned. All the duties and standards of this position will be performed according to established policies, procedures and guidelines within the department and the facility.

Education, Skills and Experience: 

• Associate degree in Healthcare Administration, Business Administration, Health Services Administration, or a related field required. Equivalent combination of education and experience may be considered. 
• Minimum three years of front office experience in a pediatric medical office required. 
• Prior supervisory or lead experience preferred.
• Ability to work effectively as a member of a multidisciplinary team.
• Excellent written and oral English communication skills, both “face to face” and telephone communication with patients and families. 
• Demonstrate ability to perform front office skills with accuracy and consistency.
• Ability to effectively problem solve, to assume responsibility and maintain confidentiality. 
• Willing to serve others and seek personal development.

Physical Demands and Work Environment:  

• Up to four hours of continuous sitting, talking on telephone, or standing and walking in a medical office environment. 
• Must be able to bend, stoop, and lift 25 pounds. 
• Potential exposure to blood borne pathogens and lab chemicals. 
• Utilizes computer keyboard daily. 

EMPLOYMENT: The Office Supervisor will be employed under the provisions of the office’s general employment policies as written and amended in the practice’s Employment Handbook. The Office Supervisor will be held accountable for the provision of patient confidentiality both within and outside the office setting.