Clinic Office Supervisor

CPS•Pikeville, KY

6d•Onsite

About The Position

The Clinic Supervisor is a people-first healthcare leader responsible for daily clinic operations, team performance, patient experience, and operational excellence. The role partners with providers and organizational leadership to foster a positive, inclusive, high-performing environment and ensure efficient operations and exceptional patient care. The position covers the Pikeville, Kentucky location and reports to the Regional Clinical Director. It has direct reports and is classified as exempt. The supervisor leads and develops clinic staff, supports employee engagement and retention, oversees staffing and scheduling, and manages timecards, paid time off, mileage, and expense approvals. The role monitors clinic operations and performance, improves patient flow and service, partners with providers and revenue cycle teams, and maintains front-end registration accuracy, collections, charge completion, and reconciliation practices. The position is also responsible for clinic compliance, quality, and safety, including privacy, infection prevention, facility standards, security, emergency preparedness, incident reporting, audits, and corrective action plans. The supervisor drives operational improvements and supports organizational projects and best-practice implementation. The role requires driving to assigned clinic locations as needed, maintaining a valid driver’s license, and meeting organizational driving requirements.

Requirements

High school diploma or equivalent required.
Minimum of 2 years of leadership, supervisory, or management experience in a healthcare, medical office, or clinic setting preferred.
Proven ability to lead teams and drive operational excellence in a healthcare environment.
Strong leadership, coaching, and team development skills.
Excellent communication, interpersonal, and conflict-resolution abilities.
Ability to prioritize, organize, and manage multiple responsibilities in a dynamic environment.
Strong critical thinking, problem-solving, and decision-making skills.
High emotional intelligence and ability to build positive working relationships.
Customer service and patient experience excellence mindset.
Proficiency with electronic medical record (EMR) systems, Microsoft Office Suite, and healthcare technology platforms.
Ability to analyze data, monitor performance metrics, and implement operational improvements.
Commitment to continuous learning, adaptability, and professional growth.
Ability to drive to assigned clinic locations as needed, maintain a valid driver’s license, and meet organizational driving requirements.
Ability to meet physical demands that include sitting and standing with occasional light to medium lifting.

Nice To Haves

Experience with medical operations, scheduling, insurance processes, compliance, and patient services preferred.
Associate or bachelor’s degree in healthcare administration, business administration, healthcare management, nursing, or a related field preferred; equivalent experience may be considered in lieu of education.

Responsibilities

Foster a culture of trust, accountability, collaboration, and patient-centered care.
Lead, coach, and support clinic team members; conduct performance conversations, provide feedback, and recognize achievements.
Support employee engagement, professional growth, retention, career development, onboarding, training, mentoring, and cross-training.
Approve paid time off, verify and approve team timecards, and ensure employees are paid accurately according to policies and procedures.
Approve team mileage and other expenses through the online expense reporting system.
Promote an inclusive workplace and address employee concerns, partnering with Human Resources when appropriate.
Assist with staffing plans, scheduling, and resource allocation.
Model the organization’s mission, vision, values, and patient pledge.
Oversee daily clinic operations to support efficient patient flow and a positive patient experience.
Partner with providers on clinical operations, communication, and clinic performance.
Monitor operational and patient experience measures, including productivity, satisfaction, access, scheduling efficiency, and quality indicators.
Use data and reporting tools to identify improvement opportunities and implement solutions.
Ensure adherence to organizational policies, procedures, and operational standards.
Coordinate clinic resources, equipment, and supplies to support uninterrupted operations.
Support process improvement initiatives and participate in organizational projects, change management, and best-practice implementation.
Champion an exceptional patient experience through empathy, communication, and service excellence.
Address patient concerns and service recovery opportunities; monitor satisfaction feedback and implement improvement plans.
Serve as the clinic’s primary contact for central revenue cycle and the business office, responding to requests and escalations promptly.
Ensure front-end accuracy, including patient demographics and insurance verification and eligibility.
Oversee time-of-service collections and daily close and deposit reconciliation according to policy.
Work with providers and staff to ensure timely completion of charges and encounters and resolve missing charges and documentation holds.
Review clinic-level revenue cycle reports with central teams monthly and own corrective action plans for clinic issues.
Communicate payer, billing, and policy changes from the central business office to clinic staff and ensure they are followed.
Maintain working knowledge of healthcare regulations and organizational policies, including HIPAA, OSHA, and FMLA.
Protect patient privacy and confidentiality and maintain regulatory compliance.
Ensure clinic safety, cleanliness, appearance, and oversight of janitorial and facility vendors.
Ensure OSHA requirements are met, including postings, exposure control plans, sharps and biohazard waste handling, SDS binder, eyewash stations, and injury/illness log.
Ensure infection prevention practices, including room turnover, equipment cleaning, and hand hygiene.
Maintain physical security, including opening and closing procedures, alarm and key/badge access, and secure storage of cash, PHI, prescription pads, and medications.
Ensure staff are trained on and drill emergency procedures, and verify scheduled checks of emergency equipment such as AEDs, crash carts, and fire extinguishers.
Support quality assurance, risk management, and patient safety initiatives; report incidents, threats, and facility issues through proper channels and follow through to resolution.
Participate in audits, inspections, and compliance reviews; conduct required clinic safety and environment inspections and own corrective action plans.
Promote ethical decision-making and accountability.
Perform other duties as assigned.
Drive to assigned clinic locations as needed and maintain a valid driver’s license and compliance with organizational driving requirements.