Supervisor, Front Desk

Supervise, train and evaluate front office staff across multiple locations, ensuring an efficient and patient-centered workflow. Plan, organize, and monitor workflow in each location, including Check-In and Check-Out. Act as a subject matter expert to internal and external business Partners. Research and review regulatory and operational compliance.

Essential Functions

Supervise and oversee all front desk personnel across multiple locations to ensure efficient operations and high-quality customer service.

Ensure that Check-In and Check-Out teams perform their duties effectively, maintaining seamless patient flow.

Develop and implement front desk policies and procedures to improve efficiency and ensure compliance with practice standards.

Coordinate daily operations, ensuring that patient appointments, scheduling, and billing processes run smoothly.

Run daily, monthly, and quarterly reports to track department performance and ensure all tasks are completed accurately.

Maintain quality control procedures for charge entry, payment posting, and end-of-day balancing.

Ensure compliance with HIPAA, insurance policies, and practice protocols.

Conduct employee onboarding and training to ensure all team members are properly equipped for their roles.

Develop cross-training programs to ensure all staff are proficient in multiple front desk functions, including insurance verification and medical records processing.

Approve and manage employee schedules, timekeeping, and PTO requests, ensuring adequate front desk coverage.

Coordinate appropriate staffing coverage when employees are absent to maintain smooth front desk operations.

Assist staff with identifying and resolving patient complaints or concerns in a professional and efficient manner.

Support front desk staff as needed by answering phones, assisting patients, and handling urgent matters.

Monitor patient check-in and check-out processes, ensuring minimal wait times and smooth transitions.

Maintain strong knowledge of insurance verification, medical terminology, and billing processes to support staff when needed.

Work closely with the Revenue Cycle team to ensure accurate charge entry, payment posting, and insurance claim processing.

Ensure compliance with HIPAA, insurance policies, and company protocols across all front desk operations.

Maintain organized and accurate documentation of all front desk procedures, schedules, and reports.

Assist with policy and procedure development to enhance front desk efficiency.

Job Specifications

Typically has the following skills and abilities:

Bachelor's degree in related field or equivalent experience

Minimum of 2 years of leadership experience in a business-related environment, preferably in ophthalmology or a medical specialty practice

Strong leadership and team management skills

Excellent customer service and patient relations abilities

Ability to handle and resolve patient complaints professionally

Strong problem-solving skills, able to make quick decisions in a fast-paced environment

Proficient in medical terminology, insurance verification, and billing procedures

Highly organized with strong attention to detail

Ability to multi-task and prioritize duties effectively

Proficiency in Microsoft Office (Word, Excel) and medical practice management software (NextGen or similar EMR)

Professional, courteous, and committed to high-quality patient care

Strong understanding of insurance verification, billing, and front desk operations

Bilingual preferred (English & Spanish) to assist a diverse patient population

Working Conditions

The working environment is generally favorable, lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc.

The above information on this description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job grade.

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VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability, or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

The compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding iCare benefits, please click here.