What are the responsibilities and job description for the Support Services Supervisor position at Dermatology Associates of the Tri-Cities?
JOB TITLE: Support Services Supervisor
FLSA STATUS: Non-Exempt
STATEMENT OF DUTIES: The Support Services Supervisor maintains working knowledge of all support service roles and can step in when needed to ensure uninterrupted operations, accurate workflows, and timely patient movement through the clinic. This role oversees front-office support staff, actively monitors workflow, and makes real-time decisions to assign or reassign team members based on patient volume or staffing changes. The Support Services Supervisor provides hands-on support and professional communication, ensuring timely and accurate greeting, registration, scheduling, check-out, and movement of patients to providers. This position requires strong situational awareness, exceptional organizational skills, attention to detail, and sound problem-solving ability. The Support Services Supervisor is expected to promptly communicate issues, needs, or concerns to management and contribute to a professional, efficient, and patient-centered environment through accountability, leadership, and ongoing team support.
EDUCATION: High school diploma or GED required. Knowledge of medical terminology, business, math, grammar, typing, and computer functions is highly desirable.
EXPERIENCE: Prior medical office experience preferred. Experience in patient-facing roles, leadership, customer service, billing, or scheduling is strongly valued. Will consider other combinations of work experience and settings. JOB RELATIONSHIPS: Supervises Johnson City support staff. Reports directly to the Support Services Manager.
WORKING CONDITIONS: Works in a fast-paced, well-lit, comfort-controlled medical office. This is a high-traffic area. Interaction with others may be frequent and interruptive, and the work may be very stressful. Most public contact involves people seeking medical care. Occasional irregular hours are required. Potential exposure to communicable diseases, toxic substances, and other conditions common to a clinic environment.
PHYSICAL DEMANDS: Requires sitting, data entry, and viewing computer screens for extended periods of time; stooping, bending, and stretching may also be required. Occasional lifting or moving of items is expected. Must possess the ability to type 40 wpm, operate a keyboard, calculator, telephone, copier, fax, and other office equipment as necessary. Ability to respond to telephone and paging contacts, as well as demonstrate the ability to multitask.
PERFORMANCE REQUIREMENTS: Knowledge of business office procedures. Possess good written and verbal communication skills. Demonstrates the ability to greet patients and answer the telephone in a professional manner. Ability to sort and file materials correctly by alphabetic or numeric systems. Ability to establish and maintain effective working relationships with physicians, patients, co-workers, and the public. Must be a team player and consistently present a professional image. Ability to do detailed and accurate work, utilize time management skills, read and follow oral and written instruction, recognize and solve problems, and correct errors. Maintains productivity and works independently.
Primary Responsibilities (essential Functions)
Daily Leadership & Workflow Oversight
These duties support office operations but are not core daily leadership responsibilities:
FLSA STATUS: Non-Exempt
STATEMENT OF DUTIES: The Support Services Supervisor maintains working knowledge of all support service roles and can step in when needed to ensure uninterrupted operations, accurate workflows, and timely patient movement through the clinic. This role oversees front-office support staff, actively monitors workflow, and makes real-time decisions to assign or reassign team members based on patient volume or staffing changes. The Support Services Supervisor provides hands-on support and professional communication, ensuring timely and accurate greeting, registration, scheduling, check-out, and movement of patients to providers. This position requires strong situational awareness, exceptional organizational skills, attention to detail, and sound problem-solving ability. The Support Services Supervisor is expected to promptly communicate issues, needs, or concerns to management and contribute to a professional, efficient, and patient-centered environment through accountability, leadership, and ongoing team support.
EDUCATION: High school diploma or GED required. Knowledge of medical terminology, business, math, grammar, typing, and computer functions is highly desirable.
EXPERIENCE: Prior medical office experience preferred. Experience in patient-facing roles, leadership, customer service, billing, or scheduling is strongly valued. Will consider other combinations of work experience and settings. JOB RELATIONSHIPS: Supervises Johnson City support staff. Reports directly to the Support Services Manager.
WORKING CONDITIONS: Works in a fast-paced, well-lit, comfort-controlled medical office. This is a high-traffic area. Interaction with others may be frequent and interruptive, and the work may be very stressful. Most public contact involves people seeking medical care. Occasional irregular hours are required. Potential exposure to communicable diseases, toxic substances, and other conditions common to a clinic environment.
PHYSICAL DEMANDS: Requires sitting, data entry, and viewing computer screens for extended periods of time; stooping, bending, and stretching may also be required. Occasional lifting or moving of items is expected. Must possess the ability to type 40 wpm, operate a keyboard, calculator, telephone, copier, fax, and other office equipment as necessary. Ability to respond to telephone and paging contacts, as well as demonstrate the ability to multitask.
PERFORMANCE REQUIREMENTS: Knowledge of business office procedures. Possess good written and verbal communication skills. Demonstrates the ability to greet patients and answer the telephone in a professional manner. Ability to sort and file materials correctly by alphabetic or numeric systems. Ability to establish and maintain effective working relationships with physicians, patients, co-workers, and the public. Must be a team player and consistently present a professional image. Ability to do detailed and accurate work, utilize time management skills, read and follow oral and written instruction, recognize and solve problems, and correct errors. Maintains productivity and works independently.
Primary Responsibilities (essential Functions)
Daily Leadership & Workflow Oversight
- Oversee the day-to-day operations of the support staff to ensure efficient patient flow.
- Assign, adjust, and reassign staff based on patient volume, clinic changes, absenteeism, or scheduling variations.
- Serve as a liaison between clinical teams, providers, billing support, and front-office staff.
- Monitor, identify, and escalate workflow challenges or staffing concerns to Support Services Manager.
- Maintain regular and punctual attendance and model professional standards.
- Train new staff on front-office workflow, registration policies, scheduling protocol, and professionalism.
- Conduct peer feedback and assist with performance evaluations.
- Reinforce policies, service expectations, communication standards, and accuracy of execution.
- Ensure patient information, insurance, demographic and consent documentation are complete and accurate.
- Review registration accuracy completed by team members and correct errors when needed.
- Ensure appropriate referral requirements are verified and documented prior to visit.
- Monitor and support co-pay and balance collection to reduce errors and rework.
- Ensure timely and accurate scheduling of follow-up appointments.
- Support team when patient volume peaks.
- Confirm patients receive adequate visit summary instructions when applicable.
- Reconcile the daily cash drawer, confirm balance accuracy, and prepare deposits.
- Ensure collection workflows are followed, including balances, copays, and reprint requests.
- Identify discrepancies immediately and escalate concerns appropriately.
- Respond professionally to patient questions or escalations.
- Coordinate execution of instructions from clinical staff and providers.
- Ensure messaging tasks, portal responses, and call routing are completed in a timely manner.
These duties support office operations but are not core daily leadership responsibilities:
- Provide backup to registration, check-in/out, or scheduling as needed.
- Answer phones, route calls, and assist with appointment scheduling.
- Maintain clean and orderly reception and waiting areas.
- Coordinates ordering of office supplies and ensures timely pickup, stocking, and organization of incoming supplies to maintain properly equipped work areas.
- Oversees basic building maintenance needs and repair requests, including communicating issues to appropriate vendors or leadership and ensuring follow-up until resolved.
- Participate in staff meetings, internal training, and in-service programs.
- Turn on/off lobby or workstation systems (printers, lights, computers) as needed.
- Maintain compliance with confidentiality, HIPAA, OSHA, and safety requirements.
- Keep leadership informed regarding operational concerns.
- Perform additional duties as requested.
- Professional and accurate communication with patients, providers, and peers.
- Demonstrates initiative, resourcefulness, and problem-solving ability.
- Maintains confidentiality, discretion, and composure in difficult interactions.
- Understands patient flow patterns and makes staffing decisions accordingly.
- Displays accountability, follow-through, and high attention to detail.
- Displays professionalism and service-focused behavior.