Patient Support Supervisor

Description

At the Orthopedic Institute of PA, our mission since 1971 has been to create an amazingly positive, memorable experience for every patient, family, and team member. We treat each other with crazy courtesy and exceptional empathy and work together to perfect processes to achieve our mission. You'll join a culture of excellence and teamwork, with a strong focus on investing in our team and local communities. OIP offers a great work environment, professional development, challenging careers, and competitive compensation.

GENERAL SUMMARY OF DUTIES:  Responsible for the daily supervision and coordination of staff to ensure efficient departmental operations. Acts as a key liaison by facilitating clear and effective communication among employees, fellow supervisors, and team facilitators. Manages and resolves patient and staff concerns promptly, maintaining a supportive and service-oriented environment. 

ESSENTIAL FUNCTIONS

• Supervise front desk workflow and patient flow to ensure a smooth and efficient registration and check-in process.
• Oversee front desk staffing and coverage, ensuring adequate support for patient-facing operations, including during call-offs or absences.
• Serve as the first line of support for resolving patient service issues and concerns at the front desk to maintain patient satisfaction.
• Coordinate with clinical staff and monitor provider schedules to support efficient patient access and minimize delays.
• Manage front desk timekeeping tasks, including PTO approvals, correction of missed punches, and timesheet submissions.
• Provide coaching, counseling, and corrective action for front desk employees, including performance improvement plans as needed.
• Lead front desk performance evaluations, delivering timely and constructive feedback to support development and accountability.
• Assist in interviewing and onboarding new front desk team members, supporting a smooth integration into the department.
• Track errors or trends in front desk processes to identify training needs or opportunities for quality improvement.
• Communicate updates to front desk policies and procedures, ensuring staff comprehension and compliance.
• Participate in leadership or administrative team meetings to represent front desk operations and contribute to broader organizational planning.
• Perform other front desk supervisory duties as assigned by leadership

EDUCATION & EXPERIENCE

•  High school diploma or GED required; certification or degree from an accredited medical or healthcare program preferred. 
•  Minimum of five (5) years of experience in a customer service setting, with previous supervisory or management experience in a medical office or healthcare environment. 
•  Demonstrated excellence in customer service and patient interaction. 
•  Strong interpersonal skills with the ability to lead, coach, and effectively communicate with staff. 
•  Proven ability to multitask, prioritize responsibilities, and manage time in a fast-paced environment. 

Benefits Include:

• Competitive Wages
• Medical, Dental, Vision, Disability, and Life Insurance within 30 days
• Company-Paid Group Life Insurance, Short-Term Disability, & Long-Term Disability
• Paid Time Off (PTO)
• 401(k) plan and profit sharing
• Cell-Phone Discounts (AT&T & Verizon)
• Casual Day on Fridays!
• Company events for employees and their families
• Career advancement opportunities