Practice Supervisor

Codman Square Health Center is a Federally Qualified Health Center serving a diverse community in Dorchester, MA, and surrounding neighborhoods. CSHC offers a full continuum of services such as primary care, urgent care, behavioral health, care management, nutrition, family planning, optometry, dentistry, laboratory, pharmacy, radiology, and medical specialties including HIV care, substance use treatment, Hepatitis C, OB-GYN, Nephrology, and Cardiology alongside an on-site STI clinic.

CSHC is a teaching institution with academic affiliations at Boston University School of Medicine and Boston Medical Center, and a member of the Boston Accountable Care Organization. Our mission is to be our community's first choice for comprehensive, holistic, and integrated services, and to empower individuals to lead healthy lives and build thriving communities.

Position Summary:

Under the direction of the Practice Administrator, the Practice Supervisor oversees the daily operations of the Family Medicine and Urgent Care departments, the two highest-volume service lines at Codman Square Health Center.

This role ensures access to care, efficient patient flow, strong front-end revenue cycle performance, and an excellent patient experience. The Practice Supervisor works in close partnership with Clinical Leaders, Nursing, and Providers to support Codman's mission of delivering high-quality, patient-centered care to a diverse community.

The Supervisor is expected to be highly visible in the clinic, proactively manage operations in real time, and drive performance improvement across key operational metrics.

Primary Responsibilities:

Operational Leadership

• Oversee day-to-day front-end and operational workflows for Family Medicine and Urgent Care
• Serve as the first point of escalation for operational issues impacting patient access or clinic flow
• Ensure consistent execution of Codman operational workflows and policies
• Partner with Practice Administrator and Clinical Leadership to implement operational improvements

Staff Supervision and Development

• Supervise front desk, registration, and support staff across both departments
• Manage staffing schedules, PTO coverage, and daily assignments
• Provide real-time coaching, feedback, and performance management
• Conduct annual performance reviews and corrective action as needed
• Lead onboarding and training to ensure adherence to Codman workflows and systems
• Provide direct coverage support during high-volume periods and call-outs

Patient Flow and Experience

• Oversee patient check-in, check-out, and overall clinic throughput
• Monitor and actively manage patient wait times in both Family Medicine and Urgent Care
• Ensure clear communication to patients regarding delays or changes
• Oversee walk-in triage coordination in partnership with nursing for Urgent Care
• Resolve patient complaints and escalate appropriately when needed
• Maintain a welcoming, organized, and culturally responsive environment

Revenue Cycle and Financial Performance

• Ensure accuracy of registration, insurance verification, and eligibility processes
• Monitor front-end workqueues, pools, and denial trends and drive timely resolution
• Partner with Billing and Finance to reduce registration-related denials
• Ensure point-of-service collections, copays, and sliding scale processes are followed
• Oversee end-of-day reconciliation and cash handling compliance

Scheduling and Access Management

• Ensure adherence to Codman scheduling standards across departments
• Monitor use of templates, including new vs. established patient access
• Partner with providers and leadership to optimize scheduling templates
• Manage provider schedule changes, including call-outs and vacation coverage
• Support patient outreach for cancellations and rescheduling
• Improve access through waitlists, recalls, and advanced access workflows

Data, Reporting, and Performance Metrics

• Track, analyze, and report on departmental KPIs
• Identify trends and implement process improvements
• Provide weekly and monthly performance updates to leadership

Core Performance Targets:

• 3rd Next Available Appointment:
  • Family Medicine: ≤ 7 days
  • Urgent Care: Same-day access maintained
• No-Show Rate: ≤ 8%
• Registration Accuracy Rate: ≥ 98%
• Front-End Denial Rate (registration-related): ≤ 5%
• Point-of-Service Collection Rate: ≥ 90% of expected collections
• Patient Wait Time (check-in to rooming):
  • Family Medicine: ≤ 20 minutes
  • Urgent Care: ≤ 30 minutes
• Open Encounters > 72 hours: ≤ 5%
• Slot Utilization Rate: ≥ 85%

Administrative and Cross-Functional Support

• Submit and monitor IT, facilities, and operational tickets
• Oversee supply inventory and equipment readiness
• Support clinical workflows such as prior authorizations and patient forms
• Collaborate with Credentialing, Billing, Nursing, and Compliance teams
• Assist in developing and maintaining standard operating procedures

Communication and Team Coordination

• Lead or participate in daily huddles for Family Medicine and Urgent Care
• Ensure alignment between front-end, nursing, and provider workflows
• Communicate updates, changes, and expectations clearly to staff
• Support a culture of accountability, teamwork and team based care
• Ensure compliance with HIPAA and Codman policies

Additional Codman-Focused Responsibilities

• Support MyChart and digital access workflows, ensuring appropriate use and patient guidance
• Monitor and improve telehealth scheduling and utilization
• Manage high-volume urgent care surge planning and staffing coordination
• Partner with leadership on quality initiatives and grant-supported programs
• Act as liaison between Operations, Nursing, and Providers to ensure alignment

Other duties and/or other departments/locations as applies.

Qualifications & Skills:

• Bachelor's degree preferred or equivalent experience
• 3-5 years of healthcare operations experience, preferably in FQHC or ambulatory care
• Supervisory experience strongly preferred
• Strong understanding of front-end operations, scheduling, and revenue cycle
• Experience with EHR systems (eCW preferred) and reporting tools
• Strong organizational, analytical, and communication skills
• Ability to work in a fast-paced, high-volume environment serving a diverse patient population

Physical Requirements:

• Must be able to stand or sit for prolonged periods (at least 50% of the time)
• Ability to lift up to 25 pounds and load onto shelves
• Visual acuity sufficient for frequent reading and computer use