JOB SUMMARY: The Front Office Supervisor plays a crucial role in ensuring the seamless operations of both the medical records department and the front office at Hope Christian Health Center. This position oversees the efficient, accurate, and confidential management of patient health records in compliance with HIPAA and organizational policies while also managing front office operations to enhance the patient experience. The supervisor provides leadership and direction to both teams, ensuring all records are properly prepared, stored, and retrieved, and that front office workflows operate smoothly. Additionally, this role collaborates with clinical and administrative teams to support patient-centered care, maintain compliance with medical regulations, and continuously improve processes and efficiencies. The ideal candidate excels in a fast-paced environment, demonstrates keen attention to detail, and possesses strong communication and leadership skills.

DUTIES AND RESPONSIBILITIES:

Supervisory Responsibilities:

• Lead, train, and supervise both the medical records and front office teams to ensure efficiency, accuracy, and adherence to policies.
• Monitor team performance, provide feedback, and conduct performance evaluations.
• Identify workflow gaps, specifically in managing QA/QI-related measures, and collaborate with Director of Administrative Operations on improving processes and efficiencies.
• Perform audits on front office staff to ensure accuracy, including demographics entry, document upload, payment collection, and entry.
• Handle escalated patient and/or staff concerns professionally and respectfully for the medical records department and front office staff.
• Verify front office cash drawers daily, ensuring accuracy and resolving discrepancies timely while following appropriate policies.
• Work with the Front Office Led Representative to train new employees in job responsibilities, patient service standards, and operational procedures.
• Assist the Front Office Lead Representative in overseeing the day-to-day activities of the front office staff, ensuring smooth check-in, check-out, scheduling, and patient service.
• Oversee supervisory functions within Paylocity payroll software, including employee schedule creation, daily timecard approvals, PTO request reviews, and documenting scheduling-related supervisory notes as needed.
• Create and execute performance reviews of all front office staff and medical records department.
• Perform Front Office Representative duties when needed.
• Travel between clinics as needed and when scheduled

Administrative and Operational Duties:

• Oversee the preparation, organization, and maintenance of patient charts and electronic medical records (EMR).
• Ensure timely and accurate scanning, filing, and retrieval of medical documents.
• Manage and monitor incoming faxes, emails, and other documents, ensuring proper categorization and timely response.
• Review and approve release of health information requests, verifying HIPAA compliance and handling invoicing when applicable.
• Ensure correct data entry and updates within the EMR system, including diagnostic imaging, lab results, and patient communications.
• Oversee and coordinate the processing of insurance verifications, employment verifications, and disability forms.
• Conduct regular audits of medical records and front office processes for completeness, accuracy, and compliance with policies.
• Work with the compliance team to ensure all medical records and front office practices align with HRSA Health Center Program Requirements.
• Ensure HIPAA compliance in all medical records activities and front office operations.

Other Duties:

• Promotes and demonstrates Hope values of: Gospel motivation, Prayer, Excellence, Stewardship, Patience, Thankfulness, Humility, Service, Dignity through Relationship and Hospitality and Joy
• Always maintains and ensures patient confidentiality.
• Proactively act as a patient advocate, responding with empathy and respect to resolve patient and/or family concerns and recognizing opportunities for improvement to better meet patient needs.
• Maintains a safe, secure, and healthy work environment by establishing and following standards procedures practices; comply with legal regulations.
• Attends and actively participates in staff meetings.
• The Front Office Supervisor ensures compliance with all 19 Health Resources and Services Administration (HRSA) Health Center Program Requirements.
• The Front Office Supervisor is also expected to actively participate in and support quality improvement activities and the clinical practice team efforts emphasize the importance of the individual patient and putting the patient’s needs first.
• Ability to interact with people from all ethnic backgrounds, ages, and lifestyles; ability to understand and respond appropriately, effectively, and sensitively to special populations.
• Performs all other duties as assigned.

Qualifications:

• Minimum of 2 years of experience in medical records management and/or front office operations, with at least 1 year in a supervisory role. - preferred
• Fluency in English and Spanish - required

Education:

• High School Diploma or equivalent - required

KEY COMPETENCIES FOR SUCCESS:

• Faith to believe that Hope is a ministry of God, exemplifying the love of Christ, and held and directed by the Holy Spirit.
• Ability to operate general office machinery (computers, calculators, copy/fax machine, telephones, etc.)
• Outstanding ability to build interpersonal relationships at all levels.
• Proven to have good time-management skills and ability to delegate tasks.
• Excellent communication skills, both written and verbal.
• Proven teambuilding and organizational skills.
• Proven ability to maintain integrity in a fast paced and high-demand environment.
• Proven ability to create and manage performance goals.
• Ability to interact with people from all ethnic backgrounds, ages, and lifestyles; ability to understand and respond appropriately, effectively, and sensitively to special populations.

TYPICAL PHYSICAL DEMANDS:

Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, pulling, and lifting and/or moving up to 25 pounds. Frequent sitting. Manual dexterity. Good reading eyesight and vision for close work. Ability to communicate by speaking and hearing in person or on the phone. Ability to travel to various locations.