POSITION PURPOSE:
The Front Office Supervisor provides day-to-day leadership and supervision of front office staff at the assigned health center. Reporting to the Health Center Administrator, the Supervisor is accountable for front office staffing, training, performance, patient access workflows, customer service, scheduling, registration, insurance verification, collections, and consistent implementation of EVCHC policies and procedures. The role monitors performance, addresses workflow and service issues, provides coaching and corrective action, and partners with health center and clinical leadership to support efficient patient flow and a positive patient experience.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Supervise front office staff, assign daily responsibilities, manage staffing coverage and schedules, monitor attendance and performance, and ensure adequate front office coverage throughout operating hours.
- Establish clear performance and service expectations; provide ongoing coaching, feedback, performance evaluations, and corrective action in partnership with the Health Center Administrator and Human Resources, as appropriate.
- Oversee onboarding, orientation, and ongoing training of front office staff, including workflow, scheduling, registration, insurance verification, customer service, privacy, and system requirements; reinforce retraining when performance gaps are identified.
- Lead daily front office huddles and routine team meetings to communicate priorities, workflow changes, performance expectations, and operational updates.
- Oversee front office patient access workflows, including check-in and check-out, patient registration and demographic accuracy, appointment scheduling and confirmation, insurance eligibility and verification, applicable program or coverage documentation, copay and balance collection, and patient portal support to promote accurate reimbursement and patient access.
- Monitor appointment schedules throughout the day, address cancellations and open appointments, support timely rescheduling, and escalate access, capacity, or scheduling barriers to the Health Center Administrator.
- Ensure front office documentation and transactions are accurate, timely, and compliant with EVCHC policies, payer requirements, HIPAA, and applicable regulatory standards.
- Serve as the first level of leadership for patient concerns and service recovery; resolve issues within authority and promptly escalate significant complaints, incidents, or unresolved concerns to the Health Center Administrator.
- Monitor customer service and patient experience expectations and address staff performance or workflow concerns that affect timely, respectful, and efficient service.
- Coordinate front-office and back-office handoffs and partner with providers, Back Office Supervisors, Care Coordinators, Referrals, and other teams to support patient flow and continuity of care.
- Monitor and audit front office performance indicators, including registration and demographic accuracy, insurance eligibility verification, scheduling accuracy, appointment confirmations, patient wait times, collections, and other assigned access and service measures; identify trends and implement corrective or improvement actions with the Health Center Administrator.
- Identify workflow gaps and operational barriers, recommend solutions, and implement approved process improvements to strengthen efficiency, consistency, and staff accountability.
- Ensure standardized front office workflows, procedures, and service expectations are consistently implemented at the assigned health center and collaborate with Health Center Administrators and Front Office Supervisors to support organization-wide consistency.
- Participate in front office performance improvement and quality initiatives related to patient access, patient experience, registration accuracy, scheduling, and operational efficiency.
- Ensure appropriate cash-handling, collection, reconciliation, and related front office controls are followed in accordance with EVCHC policy.
- Maintain front office operational readiness, including staff workstations, forms, supplies, patient-facing materials, and compliance with safety and confidentiality requirements; escalate facility or equipment needs as appropriate.
- Prepare and submit assigned reports, staffing updates, incident information, and performance documentation accurately and on time.
- Perform other job-related duties as assigned by the Health Center Administrator and support front office operations as needed during staffing shortages or high-volume periods.
POSITION REQUIREMENTS AND QUALIFICATIONS:
- Minimum three years of progressively responsible front office, patient access, or health care operations experience, including supervisory or lead experience.
- Experience supervising staff, providing training and coaching, completing performance evaluations, and addressing performance or corrective action concerns.
- Strong knowledge of front office workflows, patient registration, scheduling, insurance eligibility and verification, collections, and customer service practices.
- Experience in an FQHC, community health center, or other outpatient health care setting preferred.
- Proficiency with electronic health records and scheduling systems; NextGen experience preferred.
- Knowledge of HIPAA, patient confidentiality, managed care, Medi-Cal, Medicare, and other applicable health care requirements preferred.
- Strong leadership, communication, organization, problem-solving, and conflict-resolution skills, with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Word and Excel; ability to prepare reports and monitor operational performance.
- Bilingual English/Spanish preferred.
- Ability to work flexible hours and provide coverage based on health center operational needs.
WORKING CONDITIONS/PHYSICAL/MENTAL ABILITIES AND PROCESSES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- Work requires periods of standing, sitting, lifting, turning, twisting, walking, pushing, pulling, reaching, speaking, hearing, seeing and ability to articulate clearly, use of hands to finger, reaching with hands and arms.
- Ability to perform duties while wearing a face mask (N95, surgical mask) at all times while on-site.
- Ability to stand, sit, stoop, kneel, and bend in order to speak to patients.
- Ability to write notes, treatment plan comments, track records and reports.
- Ability to work productively in office space used by multiple employees.
- Ability to respond appropriately to patient and staff concerns and promptly route clinical questions or medical needs to the appropriate licensed clinical staff or provider; front office staff do not provide clinical advice or patient education.
DOE: $32.00 - $37.79
East Valley offers a competitive salary, and excellent benefits including medical, dental, vision, and defined contribution retirement plan. You will also enjoy a work-life balance with paid time off and paid holidays throughout the year.
Please apply to this position with your current resume.
Principals only. Recruiters, please do not contact this job posting.
EOE is the Law. It is the stated policy of EVCHC to conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.