Job Type
Full-time
Description
The Practice Representative Supervisor oversees the front office team, ensuring high-quality patient service and efficient administrative operations within the practice. This role is responsible for supervising practice representatives in areas such as patient check-in/check-out, scheduling, insurance verification, and customer service. The supervisor ensures the front desk operates smoothly, staff are well-trained, and patients have a positive experience from the moment they arrive.
Key Responsibilities: - Supervise daily activities of front office representatives, including scheduling, check-in/check-out, phone support, and insurance verification.
- Train and mentor front desk staff to deliver excellent patient service and maintain professionalism.
- Monitor staff performance, provide regular feedback, and assist with evaluations.
- Ensure patient appointments are scheduled accurately and efficiently across providers.
- Handle complex patient issues or escalated concerns with empathy and resolution-focused communication.
- Coordinate front desk coverage and optimize staffing levels for high-volume periods.
- Collaborate with clinical supervisors, billing team, and management to ensure seamless communication and patient flow.
- Support onboarding and training of new front desk team members.
- Maintain compliance with HIPAA, OSHA, and internal protocols for patient privacy and safety.
- Monitor and improve front office workflows for better efficiency and patient satisfaction.
- Assist with reporting, audits, and other administrative duties as assigned.
Requirements
Qualifications: - High school diploma or equivalent required; associate's degree or coursework in healthcare administration preferred.
- Minimum of 2-3 years of experience in a medical office front desk role is required, with at least 1 year in a supervisory or lead capacity preferred.
- Experience in an ophthalmology practice is strongly preferred.
- Proficient with electronic health record (EHR) systems (e.g., NextGen), Phreesia, and Microsoft Office.
- Strong leadership, interpersonal, and communication skills.
- Ability to multitask, stay organized, and lead a team in a fast-paced, high-volume environment.
- Knowledge of insurance plans, authorizations, and front office best practices.
Work Environment: - Busy outpatient ophthalmology clinic or multispecialty eye care center.
- Regular in-person patient contact and coordination with clinical staff.
- Occasional extended hours may be required based on clinic needs.