Position Summary

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk within a busy primary care practice. This role ensures efficient patient flow, excellent customer service, accurate scheduling, and compliance with practice policies. The Front Desk Supervisor manages and supports a team of seven front desk staff, providing leadership, training, and performance oversight to maintain a professional and patient-centered environment.

Key Responsibilities

Team Leadership & Supervision

• Supervise and support a team of 7 front desk staff, ensuring adequate coverage across all clinic locations and schedules.

• Provide guidance, coaching, and performance feedback to front desk staff.

• Assist with recruitment, onboarding, and training of new front desk team members.

• Conduct regular staff meetings and participate in performance evaluations.

• Address staff concerns, resolve workflow issues, and escalate matters to the Practice Manager when necessary.

• Monitor attendance, punctuality, and adherence to workplace policies.

Front Desk Operations

• Oversee daily front desk operations including patient check-in, check-out, and scheduling.

• Ensure efficient patient flow and timely processing of appointments.

• Maintain accuracy in patient demographics, insurance information, and documentation in the EMR system.

• Ensure front desk staff follow established protocols for scheduling, cancellations, and patient communications.

• Coordinate front desk workflow to support providers and clinical staff.

Patient Experience & Customer Service

• Ensure patients are greeted professionally and assisted promptly.

• Address patient concerns or complaints related to front desk operations.

• Maintain a welcoming, organized, and professional reception environment.

• Promote a patient-centered approach to service and communication.

Administrative & Compliance Responsibilities

• Ensure compliance with HIPAA and patient confidentiality standards.

• Monitor front desk processes to ensure adherence to practice policies and procedures.

• Support billing and administrative functions by ensuring accurate collection of copays, insurance verification, and documentation.

• Assist the Practice Manager with operational reporting and workflow improvements.

Scheduling & Workflow Coordination

• Monitor appointment scheduling practices to ensure optimal provider utilization.

• Work closely with clinical staff and providers to maintain efficient scheduling templates.

• Address scheduling issues, double bookings, or patient access concerns.

Qualifications

Education

• High school diploma or equivalent required

• Associate degree in healthcare administration or related field preferred

Experience

• Minimum 3-5 years of medical office experience, preferably in primary care

• Prior supervisory or leadership experience preferred

• Experience managing patient scheduling and front desk operations

Skills & Competencies

• Strong leadership and team management skills

• Excellent customer service and interpersonal skills

• Strong organizational and multitasking abilities

• Proficiency with Electronic Medical Records (EMR) systems

• Knowledge of insurance verification, copay collection, and medical office workflows

• Ability to manage high-volume patient environments

Work Environment

• Fast-paced primary care clinic environment

• Frequent interaction with patients, providers, and administrative staff

• Requires strong problem-solving and communication skills

Key Performance Indicators

• Patient satisfaction with front desk interactions

• Accuracy of patient registration and insurance verification

• Efficiency of appointment scheduling and patient flow

• Staff performance, teamwork, and adherence to policies

Please email your resume and covering letter to management@redhookfamilypractice.com