FRONT DESK SUPERVISOR

GENERAL DESCRIPTION OF POSITION:

This position plays a key role in supporting the delivery of healthcare services and oversees the Front Desk Scheduling and Patient Experience across Pediatrics, Adult Medicine, and the Call Center. The role works under the supervision of the Practice Manager and is responsible for hiring, training, and supporting front desk staff to help ensure appropriate coverage across departments.

The position requires critical thinking skills, sound day-to-day decision-making, and proficiency in Microsoft Excel, Microsoft Teams, and Outlook to support communication, reporting, and workflow coordination.

The incumbent supports a positive and efficient patient experience by ensuring adherence to established policies and assisting with workflow updates as processes evolve. This role also supports Patient-Centered Medical Home (PCMH) principles.

A rotating schedule is required to provide support across all front desk areas.

ESSENTIAL JOB FUNCTIONS: (why this job exists)

Leadership & Operations

- Supervises, trains, and supports front desk staff across Pediatrics, Adult Medicine, and the Call Center.
- Participates in department huddles to support patient access and daily operations.
- Uses critical thinking to address workflow, scheduling, and staffing needs.
- Monitors daily operations and supports task delegation to maintain efficiency.
- Assists with staff scheduling and reviews timesheets for accuracy.
- Develops and maintains training materials to promote consistency across departments.
- Serves as a liaison between staff and leadership, identifying opportunities for workflow improvement.
- Utilizes Excel to create and update reports, identify trends, and support productivity as needed.
- Collaborates with the Practice Manager on operational needs and improvements.

Patient Experience

- Ensures patients are greeted and assisted in a respectful and culturally appropriate manner, in person and by phone.
- Supports staff in addressing patient questions and concerns professionally and in a timely manner.
- Helps ensure calls are answered and directed appropriately.
- Addresses front desk and scheduling-related concerns to support a smooth and positive patient experience.
- Assists in resolving patient concerns and improving service delivery.

Scheduling & Access

- Provides guidance on appointment scheduling to support patient access and provider productivity.
- Reviews and updates provider schedules and templates to align with established workflows.
- Identifies and helps address scheduling gaps and inefficiencies.
- Supports appointment reminders and follow-up on missed visits.

- Coordinates with providers and leadership to maintain effective schedules.
- Assists with routine and ad hoc reporting using Excel and available systems.

Documentation & Data Support

- Supports front desk documentation, including check-in, no-show tracking, and communication notes.

- Tracks and updates reports accordingly
 

Professional Conduct

- Maintains a professional, respectful, and team-oriented work environment.
- Adheres to organizational standards for communication, appearance, and conduct.
- Demonstrates reliability and accountability in daily responsibilities.

POSITION DIRECTLY SUPERVISED:  Front Desk Clerks

Knowledge, Skills and Abilities: (use of equipment, job related knowledge, language, etc.)

Knowledge of front desk procedures, techniques, and practices.

Knowledge of HIPPA, HERSA and other regulatory agencies, and ability to adhere to policies and regulations.

Skilled in computer software (EMR, Microsoft Word, Excel, etc.) programs and other office equipment.

Knowledge of Su Clinica Policies and Procedures, cultural, safety, etc.

Customer relations and communication skills

Skilled in excellent interpersonal skills reflecting clarity, diplomacy and communicates accurately and effectively.

Skilled in following through, multi-tasking, prioritizing and attention to detail in a fast paced environment.

Ability to learn PCMH Model, Accountable Care Organization (ACO)

Ability to read, write and spell correctly in English

Ability to verbally communicate in Spanish

Able to lift 20 pounds

Ability to prepare records in accordance to detailed instructions.

Ability to maintain a flexible work schedule. (Follow overtime policy)

Ability to recognize, evaluate, solve problems, and correct errors.

Ability to resolve patient service issues and exercise independent judgment

Ability to apply critical thinking skills while performing daily responsibilities.

Ability to present positive image of Su Clinica

Ability to be a team player that motives and educates other team members

Ability to communicate effectively with groups and train personnel at different learning levels.

Ability to maintain patient and office staff confidentiality

Minimum Qualifications/Certificates/Licenses/Registrations Required: High School Diploma or GED.

Minimum of three (3) years of experience in an office/call center/medical setting and one (1) year experience supervising personnel. Must be bilingual Eng./Span. Knowledge of FQHC a plus.

Special Instructions: If employee operates a personal motor vehicle in the performance of their official duties, the employee must possess a current valid Texas driver’s license for the appropriate type of vehicle and Texas Liability insurance. This position requires that an employee’s driving record be verified with law enforcement to ensure compliance with SC’s driving policy.

Due to the nature of SC Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community