Front Office Supervisor - Family Medicine

POSITION PURPOSE:

Under the supervision of the Revenue Cycle Assistant Manager, the Front Office Supervisor is responsible for supervising the daily activities of the Aviva Health Family Medicine Patient Services Representative II (PSRII) staff and actively participates in the daily operations of the reception function.

ESSENTIAL FUNCTIONS:

• Maintains knowledge of the software specific for registration and the electronic medical record (EMR) and ensures that staff is also proficient in these areas.
• Masters and maintains mastery of the various registration processes to facilitate accurate and efficient registration and maximize collections.
• Directly supervises PSR II staff with responsibilities including interviewing, training and cross training employees, planning, assigning, and directing work, conducting regular one-on-ones and huddles, performance evaluations, rewarding and recognizing and disciplining employees.
• Structures staff work schedules, handling time off requests, processing timesheets and monitoring absenteeism and tardiness. Works with the Revenue Cycle Assistant Manager, Specialty Clinic Manager and Reproductive and Women’s Health Clinic Manager to ensure proper coverage in all departments.
• Trains staff in universal registration functions and in specific functions to provide cross coverage for registration in other Aviva Health sites.
• Provides backup coverage in the event of a PSRII employee’s absence.
• Fields and addresses any patient complaints and acts as liaison between departments to ensure the appropriate resolution of customer service and administrative issues.
• Implements and educates staff and patients on departmental policies and procedures.
• Promotes positive customer relations by engaging with and training staff to interact with patients and other staff courteously, professionally, and accurately.
• Demonstrates respect and sensitivity to cultural/social differences in interactions with others.
• Completes assigned tasks in a timely and efficient manner.
• Demonstrates initiative and problem-solving skills using sound judgment.
• Assumes additional responsibilities as needed, with little or no direction, shows initiative in assisting others within the department.
• Provides an example of accountability by following all Aviva Health policies and procedures.
• Periodic travel using a company or personal vehicle.

QUALIFICATIONS:

• Highschool diploma or GED equivalent required.
• Associate’s degree in business plus minimum two (2) years’ experience preferred, or five (5) years’ experience in a medical office setting in a supervisory or managerial role.
• Valid Oregon Driver’s License and clean driving record.
• Strong interpersonal and communication skills, with the ability to interact professionally and effectively with patients, staff, and leadership.
• Demonstrated customer service orientation with a commitment to delivering a positive patient experience.
• Ability to manage conflict and de-escalate challenging situations using sound judgment and a solution-focused approach.
• Effective leadership and team support skills, including the ability to guide, motivate, and provide constructive feedback to staff.
• Strong organizational, time management, and prioritization skills in a fast-paced environment with competing demands.
• Critical thinking and problem-solving skills, with the ability to make timely and appropriate decisions.
• High level of emotional intelligence, including the ability to remain composed under pressure and respond appropriately to others.
• Ability to work collaboratively across teams and adapt to changing priorities.
• Strong attention to detail and commitment to accuracy.
• Demonstrated professionalism, accountability, and reliability.
• Cultural awareness and the ability to interact effectively with individuals from diverse backgrounds.

WORKING CONDITIONS:

Must be able to perform the following physical requirements with or without an accommodation:

• Remain in a stationary position frequently throughout the day while performing administrative duties.
• Move or traverse frequently throughout the day in the office.
• Operate equipment frequently throughout the day: Computer and standard office equipment.
• Ability to communicate both written and verbal information and ideas clearly and accurately so others will understand.
• Able to move or transport up to 15 pounds while setting up events.
• Work indoors in heat-controlled environment frequently throughout the day but may occasionally attend an outdoor event with potential for exposure to weather elements.
• OSHA Exposure Category – Category #2: The normal work routine involves no exposure to blood, body fluids, or tissues.
• In-person work with potential for periodic remote work.
• Normal business hours with periodic night or weekend work.
• Occasional travel and use of company or personal vehicle.

DISCLAIMER:

Employees must be able to perform the essential functions of their position satisfactorily. Aviva Health will make reasonable efforts to accommodate a qualified applicant or employee with a known disability unless such accommodation creates an undue hardship on the operation of the business. To request a reasonable accommodation, please contact the Human Resources Director or their designee by email.

Aviva Health is an Equal Opportunity Employer
We are committed to fostering a diverse and inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

Aviva Health is a Drug-Free Workplace

To ensure a safe and secure environment for our employees and patients, Aviva Health maintains a drug-free workplace. All employment offers are contingent upon passing a drug screening and a criminal background check. Compliance with these policies is required throughout employment.