Front Desk Supervisor – Pediatric Practice
Our privately owned, well-established pediatric practice in Rocky Hill, Connecticut seeks a full-time supervisor for our reception area. Our goal is for every patient to have an “A+” front desk experience. The successful candidate will lead a team of 2-3 employees in the daily operations of the front office to help achieve this goal. This role will include coordinating patient scheduling and registration, managing patient flow, and serving as the primary point of contact for resolving patient concerns. The Front Desk Supervisor works closely with providers, clinical staff, and management to maintain a welcoming, organized, and family-centered environment.
Key Responsibilities
- Supervise, coach, and support front desk team members to ensure high-quality customer service and adherence to practice policies.
- Monitor daily patient flow to minimize wait times and improve efficiency.
- Assist our office manager with hiring, onboarding, training, and performance evaluations of front office staff.
- Ensure accurate patient registration, insurance verification, demographic updates, and collection of copayments.
- Oversee appointment scheduling, cancellations, recalls, and provider schedule optimization. The successful candidate will grow into the role of our “master scheduler” and will be responsible for maintaining and adjusting schedule templates.
- Address and resolve patient and family concerns professionally and promptly, escalating issues to our office manager or billing specialist when appropriate.
- Maintain compliance with HIPAA regulations and all practice policies regarding patient confidentiality.
- Monitor front office productivity, identify opportunities for improvement, and work with our internal quality improvement team to implement PDSA (Plan, Do, Study, Act) cycles.
- Coordinate communication between providers, nursing staff, billing department, and front office personnel.
- Ensure front desk supplies, forms, and equipment are adequately stocked and operational.
- Generate and review front office reports related to scheduling, no-show rates, patient satisfaction, and operational performance.
- Assist with referrals and prior authorizations when our referral coordinator is out of the office.
Qualifications
- High school diploma or equivalent required; associate or bachelor's degree preferred.
- Minimum of 3 years of medical office experience, preferably in pediatrics or family medicine.
- At least 1 year of supervisory or leadership experience in a healthcare setting.
- Knowledge of medical scheduling software and electronic health record (EHR) systems.
- Understanding of insurance verification, referrals, and patient registration processes.
- Strong leadership, organizational, and problem-solving skills.
- Willingness to embrace change and work with a team for continuous improvement.
- Excellent communication and interpersonal abilities with patients, families, providers, and staff.
- Ability to multitask and remain calm in a fast-paced, high-volume environment.
- Proficiency with Microsoft Office and standard office equipment.
Preferred Skills
- Experience managing a busy pediatric or multi-provider practice.
- Familiarity with quality improvement initiatives and patient satisfaction metrics.
- Experience with staff training, workflow development, and conflict resolution.
Physical Requirements
- Prolonged periods of sitting and standing.
- Frequent use of computers, telephones, and office equipment.
Key Competencies
- Leadership and team development
- Customer service excellence
- Communication and conflict resolution
- Time management and organization
- Attention to detail
- Adaptability in a fast-paced environment
- Professionalism and confidentiality
- Critical thinking and problem-solving
- Willingness to embrace change and work with our continuous quality improvement team
Work Environment
This position is based in the front office of a busy pediatric medical practice with frequent interaction with infants, children, adolescents, and their families. The role requires flexibility, professionalism, and the ability to effectively manage multiple priorities while maintaining a positive and compassionate patient experience.
Hours: Monday to Friday 8:25 to 5pm with a 1-hour break for lunch from 1-2pm
Pay: $24.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
