Front Desk Supervisor

ALIGN ENT AND ALLERGY • East Lansing, MI

8d

About The Position

The Front Desk Supervisor oversees daily front desk operations in a medical practice, ensuring efficient patient flow, exceptional customer service, accurate registration, and adherence to practice policies and procedures. The role provides daily leadership, coaching, training, and operational support to front desk staff and works closely with the Practice Manager, clinical staff, and providers to support smooth clinic operations and a positive experience for patients and employees.

The supervisor is expected to maintain an organized, patient-focused front desk, take ownership of operational concerns, address performance and workflow issues promptly, communicate consistently with the Practice Manager, and support improvements in patient satisfaction, productivity, and operational performance. Additional duties may be assigned as needed, and responsibilities may evolve with staffing needs, organizational growth, and changes in clinical operations.

Requirements

• High school diploma or equivalent.
• Previous experience in a medical office, healthcare front desk, patient access, or similar setting.
• Strong organizational, communication, and problem-solving skills.
• Experience with electronic health records and practice management systems.
• Ability to manage competing priorities in a fast-paced environment.
• Demonstrated professionalism, reliability, and commitment to patient service.

Nice To Haves

• Two or more years of experience in medical office operations.
• Previous supervisory, team lead, or leadership experience.
• Experience in a specialty medical practice, preferably ENT.
• Knowledge of medical insurance, referrals, authorizations, and patient registration processes.
• Experience with eClinicalWorks or a comparable EHR system.

Responsibilities

• Oversee patient check-in, check-out, registration, appointment scheduling, patient flow, wait times, daily opening and closing procedures, and front desk efficiency.
• Ensure patients are greeted promptly and treated with professionalism, courtesy, and respect.
• Coordinate with clinical staff and providers to resolve scheduling issues, patient concerns, and workflow disruptions.
• Ensure accurate collection and verification of patient demographic information, insurance coverage, referrals, and required documentation.
• Oversee collection of copays, outstanding balances, and other patient payments in accordance with practice policies.
• Assist with front desk duties during high patient volume or staffing shortages.
• Provide direct daily supervision and support to front desk employees; establish expectations for productivity, attendance, professionalism, and customer service.
• Monitor employee performance, provide coaching and constructive feedback, identify training needs, and assist with onboarding and training.
• Ensure employees follow established workflows, policies, and procedures; address concerns and performance issues, escalating matters to the Practice Manager when appropriate.
• Promote teamwork, accountability, and a positive workplace culture, leading by example through professional communication and dependability.
• Coordinate front desk staffing assignments and coverage; monitor attendance, tardiness, breaks, and staffing needs.
• Communicate anticipated staffing shortages and scheduling concerns to the Practice Manager and help coordinate coverage for absences, PTO, and provider schedule changes.
• Assign staff to check-in, check-out, and other front desk responsibilities according to clinic needs; work with the Practice Manager to improve staffing efficiency and productivity.
• Serve as the first escalation point for patient complaints and service concerns, addressing them professionally, respectfully, and promptly.
• Reinforce customer service standards and appropriate patient communication, monitor feedback, and support initiatives to improve patient satisfaction and experience.
• Ensure staff maintain patient confidentiality and comply with HIPAA requirements.
• Ensure appointments follow provider templates, appointment types, and scheduling guidelines; monitor registration accuracy, insurance verification, and referral or authorization requirements.
• Identify and address scheduling errors, incomplete registrations, and issues that may affect patient care or revenue.
• Reinforce proper collection procedures and collaborate with billing and administrative teams to resolve front-end revenue cycle concerns.
• Ensure accurate documentation of patient interactions and complete records in the electronic health record system.
• Monitor productivity, workflow efficiency, and performance expectations; assist with tracking indicators such as check-ins, registration and insurance verification accuracy, payment collection compliance, scheduling accuracy, wait times, service concerns, attendance, and productivity.
• Identify workflow inefficiencies, recommend process improvements, and conduct routine audits of front desk processes.
• Provide the Practice Manager with regular updates on staff performance, operational concerns, and opportunities for improvement.
• Communicate daily operational updates, scheduling changes, and policy reminders to front desk staff and serve as the primary communication link between staff and the Practice Manager.
• Collaborate with clinical leadership, providers, and other departments; participate in meetings and training sessions as requested.
• Assist with implementing new processes, systems, and operational initiatives, ensuring important information is communicated consistently.
• Perform additional duties as assigned to support the practice's operational goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED