JOB DESCRIPTION
POSITION: Office Supervisor
DEPARTMENT: Operations / Clinic Administration
REPORTS TO: Director of Clinical Operations
LOCATIONS: Home office: St. Petersburg. Oversees St. Petersburg, Palm Harbor, and Pinellas Park clinics, with frequent travel between locations.
FLSA STATUS: Non-Exempt (Hourly)
JOB SUMMARY
The Office Supervisor is a true, all-inclusive, on-the-ground leader for Gulfcoast Eye Care’s clinics. This person is fully immersed in the daily operations of the St. Petersburg, Palm Harbor, and Pinellas Park locations — keeping the offices running smoothly, the schedules full, the teams accountable, and the patient experience consistent across every site.
This is a boots-on-the-ground role, not a desk-only one. The Office Supervisor is the first point of contact for anything that comes up at a clinic — a staff call-out, a broken machine, an AC or facility issue, a roof leak, a patient escalation — and takes ownership of resolving it or escalating it to the Director of Clinical Operations as appropriate. They operate as a systems leader who ensures the teams execute effectively while continuously improving processes, coverage, and outcomes across all three locations.
KEY PRIORITIES
- Serve as the primary on-site point of contact and problem-solver for all three clinics.
- Keep every location adequately staffed and covered, resolving callouts and coverage gaps quickly.
- Ensure front office and operational SOPs are followed consistently across all sites.
- Protect the schedule and patient flow — full, optimized, and running on time.
- Hold teams accountable to performance standards and a strong patient experience.
- Escalate facility, equipment, staffing, and patient issues to the Director of Clinical Operations with the right urgency and information.
CORE RESPONSIBILITIES
1. On-Site Operations & First Point of Contact
- Act as the first point of contact for any office or facility issue that arises at the Palm Harbor, Pinellas Park, or St. Petersburg locations — including staff callouts, broken or malfunctioning equipment, AC/HVAC problems, plumbing or roof leaks, power or internet outages, and other building or safety concerns.
- Triage each issue: resolve what can be handled directly, coordinate with vendors or building/facilities contacts, and escalate to Meghan (Director of Clinical Operations) when the issue requires her decision, budget approval, or awareness.
- Communicate proactively — keep leadership and affected staff informed on status, expected resolution time, and any impact on patient care or scheduling.
- Maintain a working knowledge of each location’s layout, equipment, vendors, and key contacts so issues can be resolved quickly.
- Coordinate opening/closing readiness, cleanliness, and a safe, professional environment at each clinic.
- Track recurring issues and partner with leadership on longer-term fixes and preventive maintenance.
2. Multi-Site Coverage & Travel
- Maintain a regular presence across all three clinics, based primarily out of St. Petersburg with frequent travel to Palm Harbor and Pinellas Park.
- Build and manage staff schedules to ensure adequate front office coverage at every location, every day.
- Respond to callouts by rearranging coverage, filling gaps, or reporting to the affected site as needed.
- Prioritize time and travel based on where support, oversight, or problem-solving is most needed on a given day.
3. Team Leadership & Performance Management
- Lead, supervise, and support front office and support staff across all locations.
- Conduct regular team huddles to review priorities, schedule gaps, assignments, and expectations.
- Delegate tasks clearly and monitor completion throughout the day.
- Hold staff accountable to SOP adherence, documentation standards, and productivity expectations.
- Provide ongoing coaching, training, and performance feedback; onboard and train new hires.
- Address performance issues promptly and escalate to the Director of Clinical Operations when necessary.
- Reinforce a culture of accountability, ownership, and teamwork across all sites.
4. Schedule Management & Patient Flow
- Own and protect the provider and front office schedule across all locations, ensuring optimal utilization.
- Review schedules daily (same day, next day, and 1–2 weeks out) to identify gaps, inefficiencies, and risks.
- Ensure insurance verification and patient-readiness workflows are completed before appointments.
- Identify open slots and direct staff to fill them using recall lists, waitlists, and rescheduling efforts.
- Monitor and manage patient wait times and proactively resolve bottlenecks in check-in, wait, and check-out.
5. Front Office Operations & SOP Adherence
- Ensure all front office SOPs and workflows are executed consistently across every location.
- Audit SOP adherence, identify workflow breakdowns, and implement process improvements for efficiency and consistency.
- Oversee no-show management and schedule recovery — same-day follow-up, rescheduling, and root-cause tracking.
- Oversee patient recall and reactivation systems (overdue exams, cancelled appointments, incomplete consults).
- Ensure accuracy and consistency in patient information, insurance verification, and appointment details.
6. Patient Experience Oversight
- Ensure staff greet patients promptly and engage with a friendly, confident, and professional demeanor.
- Oversee the quality of patient communication — phone interactions, confirmation calls, insurance conversations, and in-office communication.
- Address and resolve patient concerns, complaints, and escalations in a timely, professional manner, and follow up to ensure resolution.
- Maintain clean, organized, and professional reception areas, front desks, and patient-facing materials at every clinic.
7. Coordination with Clinical Teams
- Partner closely with the clinical/technician leadership at each site to keep patient flow smooth between the front office and the clinical floor.
- Serve as a liaison between front office staff, clinical staff, and practice leadership.
- Support cross-department coordination so that scheduling, staffing, and daily operations align across the whole clinic.
8. Reporting, Tracking & Communication
- Maintain tracking systems to monitor performance trends by location, provider, and appointment type.
- Provide regular updates to the Director of Clinical Operations on staffing, coverage, facility issues, schedule health, and patient-experience concerns.
- Submit periodic summaries covering schedule gaps and actions taken, no-show trends and recovery efforts, staffing and coverage, facility/equipment issues, and staff performance.
QUALIFICATIONS
Required
- High school diploma or equivalent.
- 2–4+ years of experience in a medical office, clinic, or healthcare front office setting, with at least 1–2 years in a lead or supervisory capacity.
- Reliable transportation and a valid driver’s license — this role requires daily/frequent travel between the St. Petersburg, Palm Harbor, and Pinellas Park locations.
- Strong working knowledge of front office workflows, scheduling, and insurance/verification processes.
- Proficiency with EMR/practice-management systems.
- Availability and flexibility to respond to urgent site issues during clinic hours.
Preferred
- Associate’s degree or additional healthcare administration coursework.
- Prior experience supervising staff across multiple locations.
- Ophthalmology or optometry experience.
- Familiarity with coordinating facility/vendor issues and basic office operations.
Skills & Attributes
- Strong leadership, organizational, and communication skills.
- Calm, decisive problem-solver who takes ownership under pressure.
- Ability to juggle multiple sites, priorities, and interruptions without losing track.
- Excellent patient interaction, customer service, and conflict-resolution abilities.
- Sound judgment about what to handle directly and what to escalate.
- Attention to detail and commitment to consistency and accuracy.
WORK STRUCTURE & ENVIRONMENT
- Full-time, hourly (non-exempt), primarily Monday through Friday during clinic hours.
- Home office based in St. Petersburg, with frequent, regular travel to the Palm Harbor and Pinellas Park locations.
- Fast-paced outpatient clinical setting with frequent patient contact, multitasking, and cross-department coordination.
- Hands-on, boots-on-the-ground role focused on both operational oversight and team leadership.
Physical Requirements
- Ability to travel between clinic locations regularly.
- Ability to stand, walk, and move throughout the clinic for extended periods.
- Ability to occasionally lift or move office/clinic supplies as needed.
Success Metrics & Check-In Cadence
Office Supervisor
Measuring Success
The role blends daily operational execution with longer-term staff and site management. Most practices focus on 4–6 core measures rather than tracking everything at once. Suggested metrics for this role:
Operations & Facilities
- Issue response time — how quickly site issues (call-outs, equipment, facility) are acknowledged and resolved or escalated.
- Equipment/facility downtime — time-to-resolution on malfunctions and outages.
- Recurring-issue reduction — fewer repeat problems through preventive follow-up.
Staffing & Coverage
- Schedule coverage gaps — call-outs not backfilled (should be rare).
- Staff turnover and retention across the three locations.
- Time-to-competency for new hires.
Schedule & Operational Efficiency
- Schedule utilization across all locations.
- No-show rate and confirmation rate.
- Recall/reactivation performance and rebooking success.
- Patient wait times / clinic flow.
Patient Experience
- Patient satisfaction scores and Google/Yelp reviews.
- Complaint volume and resolution time.
Compliance & Consistency
- SOP adherence across locations.
- Accuracy of patient information, insurance verification, and appointment details.
Check-In Frequency
A tiered cadence works best for a role that blends daily site execution with longer-term staff and operations management:
The weekly 1:1 with the Director of Clinical Operations is the backbone meeting to protect — it’s where KPIs, coverage, and open issues get reviewed even when other check-ins get compressed.
Frequency
Purpose
Daily (brief, 5–10 min)
Quick check-in on staffing, callouts, and any urgent site issues (equipment down, facility problems) across the three clinics.
Weekly (30–45 min, 1:1 with Director of Clinical Operations)
Review KPIs, staffing and coverage, open issues, upcoming needs, and travel/coverage plan for the week.
Monthly
Deeper metrics review (schedule utilization, no-shows, patient satisfaction, staff performance), plus supply/vendor and process-improvement planning.
Quarterly
Formal review against goals and priorities; professional development planning.
Annual
Full performance evaluation, goal-setting for the year, and compensation review.
Pay: From $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
