Practice Supervisor

CODMAN SQUARE HEALTH CENTER INC•Boston, MA

1d•Onsite

About The Position

Codman Square Health Center (CSHC) is a Federally Qualified Health Center serving a diverse community in Dorchester, MA. CSHC offers a comprehensive range of services including primary care, urgent care, behavioral health, and various medical specialties. The Practice Supervisor, under the direction of the Practice Administrator, will oversee the daily operations of the Family Medicine and Urgent Care departments, which are the highest-volume service lines. This role is crucial for ensuring access to care, efficient patient flow, strong front-end revenue cycle performance, and an excellent patient experience. The Practice Supervisor will collaborate closely with Clinical Leaders, Nursing, and Providers to support CSHC's mission of delivering high-quality, patient-centered care. The position requires a visible presence in the clinic, proactive real-time operational management, and a focus on driving performance improvement across key operational metrics.

Requirements

Bachelor’s degree preferred or equivalent experience
3–5 years of healthcare operations experience, preferably in FQHC or ambulatory care
Supervisory experience strongly preferred
Strong understanding of front-end operations, scheduling, and revenue cycle
Experience with EHR systems (eCW preferred) and reporting tools
Strong organizational, analytical, and communication skills
Ability to work in a fast-paced, high-volume environment serving a diverse patient population

Responsibilities

Oversee day-to-day front-end and operational workflows for Family Medicine and Urgent Care.
Serve as the first point of escalation for operational issues impacting patient access or clinic flow.
Ensure consistent execution of Codman operational workflows and policies.
Partner with Practice Administrator and Clinical Leadership to implement operational improvements.
Supervise front desk, registration, and support staff across both departments.
Manage staffing schedules, PTO coverage, and daily assignments.
Provide real-time coaching, feedback, and performance management.
Conduct annual performance reviews and corrective action as needed.
Lead onboarding and training to ensure adherence to Codman workflows and systems.
Provide direct coverage support during high-volume periods and call-outs.
Oversee patient check-in, check-out, and overall clinic throughput.
Monitor and actively manage patient wait times in both Family Medicine and Urgent Care.
Ensure clear communication to patients regarding delays or changes.
Oversee walk-in triage coordination in partnership with nursing for Urgent Care.
Resolve patient complaints and escalate appropriately when needed.
Maintain a welcoming, organized, and culturally responsive environment.
Ensure accuracy of registration, insurance verification, and eligibility processes.
Monitor front-end workqueues, pools, and denial trends and drive timely resolution.
Partner with Billing and Finance to reduce registration-related denials.
Ensure point-of-service collections, copays, and sliding scale processes are followed.
Oversee end-of-day reconciliation and cash handling compliance.
Ensure adherence to Codman scheduling standards across departments.
Monitor use of templates, including new vs. established patient access.
Partner with providers and leadership to optimize scheduling templates.
Manage provider schedule changes, including call-outs and vacation coverage.
Support patient outreach for cancellations and rescheduling.
Improve access through waitlists, recalls, and advanced access workflows.
Track, analyze, and report on departmental KPIs.
Identify trends and implement process improvements.
Provide weekly and monthly performance updates to leadership.
Submit and monitor IT, facilities, and operational tickets.
Oversee supply inventory and equipment readiness.
Support clinical workflows such as prior authorizations and patient forms.
Collaborate with Credentialing, Billing, Nursing, and Compliance teams.
Assist in developing and maintaining standard operating procedures.
Lead or participate in daily huddles for Family Medicine and Urgent Care.
Ensure alignment between front-end, nursing, and provider workflows.
Communicate updates, changes, and expectations clearly to staff.
Support a culture of accountability, teamwork, and team-based care.
Ensure compliance with HIPAA and Codman policies.
Support MyChart and digital access workflows, ensuring appropriate use and patient guidance.
Monitor and improve telehealth scheduling and utilization.
Manage high-volume urgent care surge planning and staffing coordination.
Partner with leadership on quality initiatives and grant-supported programs.
Act as liaison between Operations, Nursing, and Providers to ensure alignment.
Perform other duties and/or other departments/locations as applies.