Under the direction of the Office Manager, the Health Care Front Office Supervisor provides support services to the administrative and clinical staff of the agency. This position provides exceptional customer service to internal and external customers, with keen awareness and compliance with HIPAA and other privacy considerations. The Front Officer Supervisor possesses clear communication skills, office proficiency, organization skills, and attention to detail as well as the ability to work in a team environment. This position trains, organizes, and supervises front office staff at the Ledge Hill Drive office as well as the mail couriers.

MAJOR RESPONSIBILITIES:

SUPERVISION: The Front Office Supervisor leads and oversees the front office staff and mail couriers to ensure adequate administrative support as appropriate with developed work schedules. Monitors time and attendance for administrative support staff and regulates workflow. Ensures compliance with client care and administrative responsibilities.

The Front Office Supervisor ensures there is adequate training for staff in their assigned responsibilities and delegates authority to level of responsibility; conducts regular employee supervision, monitors staff performance and conducts performance evaluations; observes and enforces agency policies, procedures, and standards within the department; oversees the accuracy and timeliness of monthly reports and ensures all required paperwork is completed; monitors functions and responsibilities of the department and updates and/or develops new procedures to align with continuous quality improvement, as necessary; Performs other duties as requested and/or necessary to ensure efficiency and effectiveness.

SCHEDULING/ASSIGNMENTS: Schedule clinical appointments for clinicians, and the Psychiatric Medical Team providers using the agency’s electronic medical record and Outlook calendars. This includes reviewing scheduling reports and resolving scheduling conflicts.

CLIENT AND STAFF ENGAGEMENT: The Front Office Supervisor communicates with clients/patients and staff in-person, on the telephone, and using written communication via text and email to schedule appointments and follow-up as appropriate.

RECEPTIONIST/CALL CENTER: The Front Office Supervisor is cross trained in Health Care Receptionist, Health Care Customer Support/Administrative Assistant, and Medical Administrative Assistant roles/responsibilities as described in the job descriptions for those positions to ensure adequate administrative support for the agency at all times.

CLERICAL: Will work in cooperation with the administrative services staff to assure the smooth running of the office systems. Prepares and maintains both paper and electronic files. Files and photocopies materials as needed. Disseminate information both in-house and outside, as appropriate.

ADMINISTRATIVE: Reviews and approves timesheets for administrative support staff. Coordinates daily mail pickup and delivery and the mail couriers’ schedule. Ensures accurate appointment scheduling and the updating of the client demographic information in the electronic medical record.

RECORD KEEPING: Maintain the daily attendance and building occupancy sheets for staff and the check in and no-show reports when covering in the front desk capacity.

MISCELLANEOUS: Responds effectively to emergency situations, and provides direct and indirect assistance, as required or applicable, to maintain safety for our clients and staff. Works closely with the Office Manager in resolving issues and initiating new procedures. Assists with helping clinicians resolve computer, copier, and printer issues. Helps with special projects involving community relations or other departments.

*Performs other duties as assigned, which may include time-limited work associated with other departments, in response to Disaster Response/Business Continuity Planning.

EDUCATIONAL REQUIREMENTS:

• High School Diploma, advanced office knowledge,
• 2 – 3 years of administrative and supervision experience working in a front desk support capacity.
• Strong computer skills with experience using Microsoft Office and electronic health record preferred.
• Valid Driver’s License