The Front Office Operations Supervisor is responsible for the daily leadership and oversight of all Front Office Coordinators, including both Call Center and clinic-based front office staff. This position ensures exceptional customer service, efficient patient access, accurate registration, scheduling, insurance verification, and front office operations across all Atlanta Perinatal Associates locations.
The Front Office Operations Supervisor provides direct supervision, coaching, and performance management to front office team members while partnering with clinic leadership to ensure standardized workflows, operational excellence, and an outstanding patient experience. This role serves as the primary resource for front office operations and is responsible for maintaining consistency, compliance, and accountability across all locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Supervise all Front Office Coordinators assigned to both the Call Center and clinic locations.
- Partner with HR to address performance concerns through coaching, counseling, corrective action, and Performance Improvement Plans (PIPs) when appropriate.
- Create and manage staff schedules to ensure adequate coverage for both clinic and call center operations.
- Monitor attendance, punctuality, productivity, and adherence to organizational policies.
- Foster a positive, collaborative, patient-focused culture throughout the department.
- Oversee all front office workflows, including:
- Patient registration
- Appointment scheduling and rescheduling
- Referral coordination
- Insurance verification and authorization processes
- Check-in and check-out procedures
- Telephone operations and patient communications
- Ensure front office staff provide courteous, professional, and compassionate service at every patient interaction.
- Monitor appointment availability and scheduling efficiency to maximize provider productivity.
- Ensure patient demographics, insurance information, and documentation are accurately maintained within the Electronic Medical Record (EMR).
- Oversee completion of work queues and EHR tasks.
- Supervise daily call center operations.
- Monitor call volume, service levels, wait times, abandoned calls, and productivity metrics.
- Review call quality and provide coaching to improve customer service and communication.
- Assist staff with escalated patient concerns and complex scheduling issues.
- Conduct routine audits of registration accuracy, scheduling, insurance verification, and documentation.
- Ensure compliance with HIPAA, OSHA, payer requirements, and organizational policies.
- Develop and implement standardized front office workflows across all clinic locations.
- Identify operational inefficiencies and recommend process improvements.
- Partner with Providers, Leadership, HR to improve operational performance.
- Assist with implementation of new initiatives, workflows, software enhancements, and organizational projects.
- Provide coverage and operational support during staffing shortages or high patient volume.
QUALIFICATIONS:
- Associate’s Degree preferred; High School Diploma or GED required.
- Minimum of 5 years of medical front office or healthcare call center experience.
- Minimum of 2–3 years of supervisory or management experience in a medical practice.
- Experience in OB/GYN, Maternal-Fetal Medicine, Women’s Health, or Perinatal healthcare strongly preferred.
- Strong knowledge of:
- Medical scheduling
- Patient registration
- Insurance verification
- Prior authorizations
- Electronic Medical Records (EMR)
- HIPAA compliance
- Excellent leadership, conflict resolution, coaching, and employee development skills.
- Strong analytical, organizational, and problem-solving abilities.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office and healthcare technology systems.
