Practice Representative Supervisor

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.