Supervisor, Front Office

Location US-CA-Santa Ana
Job ID


This position is responsible for supervising the day-to-day operations of the Front Office team.  Working under the direction of the Clinic Administrator, the Front Office Supervisor will lead by example in meeting the expectations of our patients, internal and external customers by ensuring the delivery of the highest quality patient experience.  With the oversight of a single small/medium clinic, the Front Office Supervisor will measure the Front Office team performance against quality, patient experience and front office goals; assist the Clinic Administrator in implementing process improvements and training for front office staff. Builds effective teams through education, training, development and mentoring of staff.


  1. Provides leadership, direction, and coordination of daily Front Office operations.
  2. Supervises front office staff and scheduling templates of a small to medium sized clinic to ensure adequate facility, according to enterprise standards.
  3. Assist Clinic Administrator in monitoring front office staff productivity and accountability to defined performance goals.
  4. Assist Clinic Administrator in maintaining front office staffing and managing overtime.
  5. Develops synergistic relationships with clinical staff to deliver the quality and financial outcomes impacting quality care.
  6. Maintains working knowledge of regulations and standards specific to the clinic(s), including billing regulations.
  7. Monitors workload, performance and systems, coordinating resources to optimize operational efficiencies and patient satisfaction.
  8. Ensures quality patient outcomes for key areas of responsibility such as HEDIS, preventive care, and meaningful use.
  9. Builds effective teams through education, training, development and mentoring of staff.
  10. Works collaboratively with patient financial services to ensure timely and accurate capture / submission of charges.
  11. Coordinates and ensures appropriate patient and clinic flow with the interdisciplinary team.
  12. Provides training and development of all new hires and oversees customer service behaviors in line with Patient Experience training.
  13. Monitors daily cash deposits and ensures reconciliations.
  14. Monitors front office adherence to patient eligibility and financial screening processes for all programs and plans.
  15. Ensures that all patient complaints are documented and resolved in a manner satisfactory to the patient in collaboration with clinic management team, consistent with Patient Experience training
  16. Works collaboratively with Patient Access and Front Office Process Team to ensure alignment and adherence to access standards
  17. Perform all other related duties as assigned.


  1. High school diploma or equivalent required. Bachelor’s degree in a related field preferred.
  2. 4 years Healthcare experience required.
  3. 3 years Lead or Supervisory experience in customer facing organization required.
  4. BLS for Healthcare Providers certification required.
  5. Bilingual: English/Spanish/Mandarin/Cantonese depending on location preferred.


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