Front Office Supervisor (orthopedic clinic)

Front Office Supervisor

The Front Office Supervisor plays a crucial role in supporting the daily operations of the front office team within an orthopedic practice. The Front Office Supervisor will ensure efficient workflows, high-quality customer service, and operational excellence while providing guidance and support to front office staff. This role will require active involvement in training, scheduling, and managing day-to-day activities while helping drive continuous improvement.

Location: Proliance Puget Sound Orthopaedics (Tacoma, Lakewood & Gig Harbor)

Schedule: Monday - Friday, 8:00am - 5:00pm

Key duties and responsibilities of the Front Office Supervisor include, but are not limited to:

Operations Management

• Supervise front office functions, including patient access, call center, and front desk operations.
• Ensure all patient interactions, from check-in to check-out, are handled efficiently, with a focus on minimizing wait times and addressing patient concerns.
• Oversee registration, scheduling, and insurance-related tasks, ensuring these functions run smoothly and according to practice standards.
• Assist with maintaining compliance with practice policies, procedures, and regulations.

Team Leadership and Support

• Provide day-to-day supervision and support to the front office team, ensuring staff members are meeting performance standards and operational goals.
• Train, coach, and develop front office staff to improve performance and foster a positive work environment.
• Assist with scheduling front office team members to ensure adequate staffing levels across all locations.
• Provide ongoing support and guidance to team members, offering constructive feedback and identifying development opportunities.

Technology and Process Improvement

• Assist with utilizing practice management and electronic medical records systems to enhance workflow and improve service delivery.
• Contribute to the identification and implementation of process improvements within front office operations.
• Use available data to monitor front office performance and make adjustments to improve efficiency and patient satisfaction.

Compliance and Quality Assurance

• Conduct regular audits to ensure accurate insurance verification, registration, and scheduling practices.
• Identify and address operational inefficiencies or errors and contribute to corrective action plans.
• Help maintain adherence to all compliance and risk management standards.

Education/Experience

• High School diploma or equivalent.
• Minimum 5 years of experience in a medical office setting, with at least 3 years in a supervisory or leadership role.
• Demonstrated knowledge of medical insurance, benefits, prior authorizations, and payer requirements strongly preferred.
• Previous experience in an orthopedic or specialty medical practice.
• Experience with practice management systems and electronic medical records such as NextGen, Epic, and other medical office systems.

Knowledge, Skills and Abilities

• Strong communication, leadership, and problem-solving skills.
• Strong interpersonal and communication skills, with an ability to build positive relationships with patients, staff, and physicians.
• Excellent customer service skills with a focus on enhancing the patient experience.
• Ability to provide regular feedback to staff and facilitate performance improvement.
• Demonstrated leadership abilities, with experience in coaching, training, and mentoring staff.
• Ability to model patience, composure, and professionalism in all team interactions.
• Skilled in delegating tasks and ensuring team collaboration to meet practice goals.
• Proficient in Microsoft Office applications (especially Excel) for data management, reporting, and analysis. Comfortable with learning and adapting to new software tools and technology. Strong attention to detail and ability to manage time efficiently.
• Strong problem-solving skills, with the ability to identify issues and find effective solutions.
• Flexible and adaptable to changes in workflow, staffing, and patient volume.
• Able to maintain a positive attitude while working under pressure or dealing with challenges.
• Ability to manage multiple tasks and priorities while ensuring high standards of quality and efficiency.
• Skilled at maintaining organization and ensuring timely task completion.
• Proactive in identifying operational improvements to enhance productivity and patient care.
• Willingness to work flexible hours as needed, including travel between clinic locations.
• Reliable in terms of attendance and commitment to meeting operational needs.

Work Environment/Physical Demands

The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.