Administrative Supervisor

Job Location: 71 Border Rd., Waltham, MA

Department: Patient Services / Front Office

Reports To: Director of Operations

FLSA Status: Exempt (Salaried)

Position Summary

The Administrative Supervisor is responsible for the day-to-day leadership and coordination of front desk operations at the Waltham office. This role ensures that all patient-facing administrative functions are performed accurately, efficiently, and in accordance with practice policies. The Supervisor directly oversees a team of front desk staff and serves as the primary point of contact for operational issues, staff scheduling, and patient service concerns in the Waltham office. This position works collaboratively alongside the Waltham clinical supervisors and maintains close working relationships with the administrative supervisors at the Woburn and Dedham locations to ensure consistency across the practice.

Key Supervisory Responsibilities

• Supervise, train, and mentor a team of 4-6 front desk staff; provide ongoing coaching and performance feedback.
• Coordinate daily staff scheduling, coverage assignments, and time-off requests to ensure adequate front desk coverage at all times.
• Conduct regular team huddles to communicate updates, address concerns, and reinforce best practices.
• Monitor staff adherence to check-in/check-out procedures, patient registration protocols, co-payment collection, and insurance verification requirements.
• Serve as the first point of escalation for complex patient concerns, questions, and complaints.
• Collaborate with clinical and administrative leadership to optimize patient flow and front office efficiency.
• Conduct and document performance reviews and corrective action as needed, in partnership with the Director of Operations.
• Onboard and train new front desk employees; maintain and update training materials.
• Identify process improvement opportunities and recommend solutions to the Director of Operations.
• Ensure compliance with HIPAA, financial collection policies, and all applicable practice protocols.
• Work alongside Waltham clinical supervisors to align front desk operations with clinical workflows, patient flow, and scheduling needs.
• Maintain a close collaborative relationship with the administrative supervisors at the Woburn and Dedham offices to ensure consistent front desk practices, shared policy adherence, and cross-site communication.
• Participate in multi-site administrative supervisor meetings and contribute to practice-wide initiatives as directed.

Essential Duties and Responsibilities (Operational)

In addition to supervisory duties, the Front Desk Supervisor actively participates in front desk operations as needed, including:

• Greet patients upon arrival and ensure a welcoming, professional reception environment.
• Verify and update demographic and insurance information for new and established patients; copy insurance cards and photo IDs per protocol.
• Collect co-payments and outstanding balances; manage self-pay patient accounts.
• Check for insurance referrals and have patients sign appropriate waivers when referrals have not been obtained.
• Explain financial and collection policies to new patients and distribute written guidelines.
• Ensure all patient paperwork is complete prior to clinical encounters; prepare charts for clinical staff.
• Inform patients of physician delays and offer rescheduling when appropriate.
• Operate the telephone switchboard to answer, screen, and forward calls; schedule appointments and maintain appointment calendars.
• Perform administrative tasks including proofreading, transcription, and operation of computers for records, invoices, and other documents.
• File, maintain, and transmit records via mail or fax.
• Monitor voicemails and relay messages to appropriate staff.
• Collect, sort, and distribute mail, messages, and courier deliveries.

Minimum Qualifications

• Associate's Degree or equivalent 2-year degree preferred; high school diploma or GED required.
• Minimum 2-3 years of relevant experience in a medical front desk or patient services role.
• At least 1 year of supervisory or lead experience in a healthcare or professional office setting.
• Strong knowledge of insurance verification, referral processes, and co-payment collection procedures.
• Excellent verbal and written communication skills.
• Proven ability to manage and motivate a team in a fast-paced environment.
• High degree of professionalism, reliability, and discretion in handling sensitive patient information.
• Familiarity with HIPAA regulations and healthcare financial policies.

Knowledge, Skills, and Abilities

• Leadership: Ability to guide, motivate, and hold a team accountable while maintaining a positive work environment.
• Active Listening: Gives full attention to staff, patients, and colleagues; asks clarifying questions and responds thoughtfully.
• Critical Thinking: Uses logic and sound judgment to resolve operational issues and escalate appropriately.
• Communication: Conveys information clearly and professionally in both verbal and written form.
• Service Orientation: Consistently seeks ways to improve the patient experience and support clinical staff.
• Multitasking: Manages simultaneous priorities without sacrificing quality or accuracy.
• Social Perceptiveness: Recognizes and responds to the needs and reactions of patients and team members.
• Mathematics: Comfortable handling financial transactions, balancing receipts, and reviewing invoices.
• Monitoring: Tracks team performance and individual work quality; takes corrective action as needed.
• Reading Comprehension: Accurately interprets written policies, insurance documents, and administrative communications.