Client Office Supervisor

Job Description

Job Description

Job Title:   Client Office Supervisor

Reports to:   Premier Services Manager

Supervises:   N/A

Position Summary: 

The Client Office Supervisor is responsible for performing core Virtual Office Manager VOM functions while also providing leadership, accounts receivable support, reporting, and quality assurance oversight for the broader team. This role ensures accurate and timely patient communication, scheduling, intake management, documentation, and A/R follow up, while supporting training, mentorship, and workflow consistency across the VOM team.

Key Performance Areas & Key Performance Indicators:

Virtual Office Management: (35%) 

• Manage all patient communication including answering inbound calls, returning missed calls, and responding to emails or client requests in a timely manner
• Schedule new and existing patient appointments and create new patient charts with accurate demographic and insurance information
• Maintain and submit a Daily Communication Spreadsheet summarizing calls, payments, actions taken, and provider follow up items
• Upload and organize patient documentation including referrals, medical records, and faxes within the EHR
• Ensure new patient intake documentation is completed prior to appointments including identification, insurance, consents, and required forms
• Proactively monitor upcoming appointments to secure missing intake items and send reminders as needed

A/R Support & Follow up: (25%) 

• Verify insurance eligibility for new and returning patients and determine financial responsibility including copays, deductibles, coinsurance, and prior authorization requirements
• Generate and send Good Faith Estimates and respond to patient billing inquiries
• Collect required payments, send invoices, and accurately document payments in the EHR
• Obtain prior authorizations when required including confirmation of CPT HCPCS and ICD 10 codes and tracking authorization status
• Run aging reports, follow up on outstanding balances, establish payment plans, and communicate balance requirements prior to appointments
• Coordinate with Billing on discrepancies, authorization issues, and unresolved payment concerns

Team Leadership & Training: (20%) 

• Serve as a day to day resource for the VOM team by assisting with questions, escalations, and workflow guidance
• Train new hires on scheduling, intake workflows, documentation standards, communication expectations, and A/R procedures
• Conduct routine audits of work quality and identify training or re education needs
• Provide one on one coaching and performance support as needed
• Support cross training initiatives to strengthen coverage and team flexibility

Compliance, QA & Reporting: (20%)

• Conduct quality assurance reviews across scheduling, documentation, A/R actions, Good Faith Estimates, and patient communication
• Monitor compliance with HIPAA requirements, GFE guidelines, and internal protocols
• Prepare operational and QA reports including productivity metrics, payment trends, and workflow performance
• Identify performance trends and recommend process improvements or corrective actions

Minimum Qualifications

Education:

• Bachelor’s degree in healthcare administration or related field preferred

Experience:

• Minimum of 2 plus years of experience in medical front office operations, scheduling, A/R, or healthcare administration
• Prior experience performing Virtual Office Manager level responsibilities required
• Experience with patient A/R or collections preferred
• At least 2 years of leadership or training experience preferred

Competencies

Operations Knowledge –  Thoroughly understands the operational procedures for his/her position and how they affect or relate to other departments in the company. Serves as an expert for others.

Product Knowledge –  Has a broad knowledge of the products and services offered. Is aware of the features and pricing of the products and services they support. Is able to recommend the appropriate product or service that will meet the customer’s needs.

Compliance Knowledge – Extensive understanding of general and department-specific regulations. Serves as a compliance resource for the team.

Sales & Service – Guides the team to achieve goals while ensuring excellent customer service. Maintains professional communication and positive customer relationships

Teamwork – Able to build morale and group commitments to goals and objectives; Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.

Computer Skills – Demonstrates a solid understanding of the technology utilized in his/her position. Consistently looks for ways to use technology to create efficiencies. Able to troubleshoot minor problems. May serve as an expert to others.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Strength -  Employee must be able to stand and/ or sit for periods of time while waiting on customers. Employee may be required to walk, reach, lift, carry and bend. This job also requires the ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs.

Finger Dexterity -  Employee will have to use fingers to make small movements, such as typing, picking up small objects, or pinching fingers together.

Talking – The ability to convey information accurately by speaking to customers and other employees. 

Hearing -  Able to hear average or normal conversations and receive ordinary information.

Visual Abilities – Specific vision abilities used by the job are close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

  Employer reserves the right to change this job description at any time, should business needs arise.