Office Supervisor - GSH Rehab Med-Admin

TriHealth•Cincinnati, OH

11d•Onsite

About The Position

The Office Supervisor is responsible, under the direction of the Department Manager, for the day-to-day operations and supervision of clerical staff, office coordinators, and other assigned non-professional team members. The position provides operational and administrative support to patients, therapy providers, families, and the Manager’s span-of-control departments and leaders to support high-quality services. The supervisor ensures appropriate staffing, equipment readiness, and supply availability, and provides direct supervision through coaching, timely performance feedback, and performance evaluations. As a working supervisor, the role also provides frontline operational support as needed and requires problem-solving skills and proficiency with the electronic medical record (EMR), Cadence, MyChart, and other required systems. The role is responsible for understanding, promoting, and enforcing HIPAA requirements and corporate compliance standards while fostering employee engagement, professional growth, retention, and exceptional customer service. The supervisor coordinates departmental operations, monitors workflow and quality, supports scheduling and revenue-cycle activities, facilitates staff training and development, and helps maintain compliance with organizational and regulatory requirements. Additional duties may be assigned by department leadership. This is a full-time, 80-hours-biweekly, day-shift position at Good Sam Hospital in Cincinnati, Ohio. There is no weekend, holiday, or on-call commitment. The role has 3–9 direct-report FTEs.

Requirements

High school diploma or GED.
3–4 years of experience in a related field.
Strong problem-solving skills.
Proficiency with the electronic medical record (EMR), Cadence, MyChart, and other required systems.
Ability to understand, promote, and enforce HIPAA requirements and corporate compliance standards.

Responsibilities

Coordinate and oversee daily departmental operations to support efficient, high-quality service delivery and organizational goals.
Implement and maintain departmental policies, procedures, and quality standards; monitor workflow, productivity, staffing levels, wait times, and throughput.
Oversee assigned programs and services, monitor data entry and quality assurance, track outcomes, manage customer relations, and ensure compliance with organizational, licensing, accreditation, and regulatory requirements.
Provide administrative support to leadership and complete other assigned duties.
Supervise and manage the performance of direct-report team members, including setting expectations, coaching, providing feedback, conducting evaluations, and addressing performance concerns.
Interview, hire, and retain qualified staff while promoting engagement, accountability, productivity, and service excellence.
Adjust staffing resources to meet changing needs and maintain continuity of operations.
Oversee scheduling, insurance verification, authorizations, customer account management, and related documentation to support customer service and revenue-cycle performance.
Ensure scheduling and communication protocols are followed and demographic and insurance information is accurate; monitor customer satisfaction metrics.
Work with leadership to resolve service concerns and identify improvements to customer experience, operational effectiveness, and revenue-cycle performance.
Facilitate onboarding, orientation, mentoring, cross-training, and ongoing staff development.
Communicate and implement new policies, procedures, equipment, and educational initiatives; coordinate required education, competency assessments, and in-service training.
Maintain knowledge and competency in departmental operations and applicable clinical support functions.
Monitor and enforce quality controls, policies, procedures, and documentation standards; educate staff about applicable licensing, accreditation, and compliance requirements.
Provide operational or clinical support during high-demand periods, staffing shortages, or other departmental needs.
Provide coaching, counseling, and performance guidance; identify development opportunities, recognize achievements, and work with Human Resources and leadership when needed.
Ensure adequate staffing and operational coverage; perform frontline operational responsibilities when necessary to maintain service levels and meet department objectives.
Participate in process improvement initiatives, special projects, and organizational activities.
Conduct department huddles, round on team members, lead monthly team meetings, review stoplight reports, and cascade key leadership messages.
Model, coach, and validate team members’ use of TriHealth Way behaviors, including AIDET + Promise, Always Behaviors, and Always HEARD; recognize safety wins and positive performance.
Perform additional responsibilities and special assignments as directed by the immediate supervisor or department leadership.