Job Summary
The Front Desk Supervisor is responsible for overseeing the daily operations of the medical office reception area as well as the call center, ensuring exceptional patient service, efficient scheduling, and accurate administrative processes. This role supervises front desk staff, coordinates patient flow, resolves patient concerns, and ensures compliance with healthcare regulations, including HIPAA. Overseeing two locations; Hillsborough and New Brunswick, which is a temporary location. The office will be relocating by the end of the year to East Brunswick.
Essential Duties and Responsibilities
- Supervise and support front desk staff and call center staff to ensure efficient daily operations.
- Train, coach, and evaluate reception/call center staff on performance and customer service standards.
- Oversee patient check-in and check-out procedures.
- Ensure accurate patient registration, insurance verification, and demographic updates.
- Monitor appointment scheduling and optimize provider calendars.
- Assist patients with questions regarding appointments, billing, referrals, and office policies.
- Handle patient complaints and resolve issues in a professional and timely manner.
- Ensure compliance with HIPAA, OSHA, and organizational policies.
- Monitor front office and call center workflows to improve patient satisfaction and operational efficiency.
- Coordinate communication between providers, clinical staff, and administrative departments.
- Assist with prior authorizations, referrals, medical records requests, and other administrative functions as needed.
- Maintain office supplies and front desk/call center equipment.
- Prepare daily, weekly, and monthly operational reports.
- Participate in hiring, onboarding, scheduling, and performance evaluations of front desk staff.
Qualifications
- High school diploma or GED required; Associate's or Bachelor's degree in Healthcare Administration, Business Administration, or a related field preferred.
- Minimum of 3 years of experience in a medical office or healthcare setting.
- At least 1 year of supervisory or leadership experience preferred.
- Knowledge of medical terminology, insurance verification, and patient registration processes.
- Experience with electronic health record (EHR) and practice management systems.
Required Skills
- Excellent leadership and team management skills
- Strong customer service and patient relations
- Effective verbal and written communication
- Problem-solving and conflict resolution
- Organization and attention to detail
- Ability to multitask in a fast-paced healthcare environment
- Knowledge of HIPAA privacy and confidentiality requirements
- Strong computer and data entry skills
Physical Requirements
- Ability to sit and stand for extended periods.
- Frequent use of computers, telephones, and office equipment.
- Occasional lifting of up to 20 pounds.
Key Performance Indicators (KPIs)
- Patient satisfaction scores
- Front desk wait times
- Appointment scheduling accuracy
- Insurance verification accuracy
- Registration error rate
- Staff productivity and attendance
- Compliance with HIPAA and office policies
Pay: $26.00 - $31.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
