Supervisor- Front Office

Job Description

Job Description

About Us

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 96k people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969, and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

ROLE OVERVIEW and PURPOSE

Under the direction of the Site Manager, the Front Office Supervisor is responsible for leading and optimizing front office operations to ensure a seamless, efficient, and patient-centered experience. This role provides direct supervision, coaching, and development of Patient Service Representatives, ensuring excellence in appointment scheduling, call management, and patient check-in/check-out processes.

The Front Office Supervisor actively monitors daily operations, analyzes performance trends, and implements process improvements to enhance service quality, access, and operational efficiency. This position drives an exceptional patient experience while fostering a culture of accountability, teamwork, and continuous improvement, and proactively identifies and develops growth opportunities for staff.

RESPONSIBILITIES

• Oversees and optimizes provider scheduling to ensure alignment with organizational access standards, visit mix, and productivity goals
• Manages front office inventory and supply levels, ensuring timely procurement in accordance with established policies and cost controls
• Reviews, reconciles, and resolves billing-related errors prior to submission, ensuring accuracy and compliance with reporting standards
• Leads initiatives that drive exceptional patient experience, promoting a culture of service excellence, professionalism, and patient-centered care
• Builds and maintains efficient front office workflows to support seamless daily operations
• Oversees staffing schedules for assigned Patient Service Representatives, ensuring alignment with operational needs
• Monitors appointment reminder processes and implements strategies to reduce no-show rates and improve patient access
• Partners with leadership to proactively resolve scheduling challenges and adapt to changing operational demands
• Analyzes patient demand trends (e.g., CHDP, sick visits) and adjusts workflows to optimize access and service delivery
• Communicates high-demand trends, operational risks, and service gaps to leadership in a timely manner
• Maximizes schedule utilization by backfilling no-show appointments with walk-ins or same-day visits when appropriate
• Oversees daily cash handling processes, ensuring adherence to internal controls and resolving discrepancies in collaboration with the business office
• Drives front-end collections performance in accordance with clinic guidelines, escalating unresolved issues as needed
• Models and reinforces high standards of customer service, confidentiality, and professional conduct
• Leads and facilitates regular team meetings to drive communication, accountability, and continuous improvement
• Collaborates with clinical and care teams to support patient access and contribute to overall health outcomes
• Ensures adherence to organizational policies, regulatory requirements, and quality standards through routine monitoring and audits
• Reviews relevant reports, provides insights, and operational updates to Site leadership as needed
• Maintains team awareness of policy, procedural, and funding changes impacting front office operations
• Actively contributes to organizational quality improvement initiatives and performance goals

Supervision

• Makes recommendations and/or decisions related to hiring, transfers, promotions, disciplinary actions, and terminations
• Conducts and supports annual performance evaluations, ensuring alignment with organizational standards
• Coaches and develops staff to achieve performance expectations, improve engagement, and support professional growth
• Identifies training needs and implements targeted development plans to strengthen team capability and performance

• Reinforces organizational mission, values, and goals through consistent communication and leadership
• Assesses training needs and promotes developmental activities

Site-Specific – El Cajon (Interpreter Services and Call Center)

• Recruits, hires, and trains interpreters to ensure high-quality language services in Arabic and/or Spanish
• Oversees interpreter-supported communication workflows, ensuring timely and accurate handling of calls, messages, and patient interactions
• Conducts routine quality assurance reviews to ensure accuracy, professionalism, and compliance in interpretation services
• Supports translation of organizational materials, including documents, signage, and patient communications, as requested
• Manages the Arabic call center queue to ensure response times and service level standards are consistently met

EDUCATION / EXPERIENCE

• High school diploma or GED required
• 2+ years’ healthcare or clinical administrative experience required
• Progressive leadership or supervisory experience in a front office or patient access role preferred
• Experience with scheduling systems, patient registration, insurance verification, and front-end revenue cycle processes preferred

• Experience working with underserved, diverse, or high-risk populations preferred
• Completion of internal leadership development programs (e.g., Project LEAP) preferred for internal candidates
• Bilingual (English/Spanish or English/Arabic) strongly preferred based on patient population needs

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)

• Demonstrated ability to manage workflows, resolve operational issues, and improve patient access and service delivery
• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with monitoring performance metrics
• Ability to function at highest level according to credentials and competency
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 10lbs/weight
• Ability to stand for long periods of time

COMPLIANCE (Safety & HIPAA)

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
• Maintains current knowledge of policies and procedures as they relate to safe work practices
• Uses appropriate body mechanics to ensure an injury free environment
• Familiarity with location of nearest fire extinguisher and emergency exits
• Follows all infection control procedures including blood-borne pathogen protocols
• Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes
• Complies with all regulations regarding corporate integrity and security obligations

Neighborhood Healthcare offers a generous benefit plan that includes: Partially company paid Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay range: $73,500.00 - $104,000.oo annually, depending on experience and additional qualifications.

Compensation Disclosure : The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.