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Providence Health & Services Front Office Supervisor-Torrance *FT DAYS* in Torrance, California


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Providence is calling a Front Office Supervisor (Full Time/Day Shift) at our Providence Medical Institute in Torrance, CA.

We are seeking a Front Office Supervisor who will oversee the non-clinical caregivers of the designated departments within site(s). Direct, supervise and coordinate all aspects of front office daily operations, focusing on patient, provider and caregiver satisfaction to ensure a high level of quality healthcare. This position is responsible for providing oversight regarding the following: positive patient relations, proper telephone communication, training and coaching, appointment scheduling and templating, patient registration as well as payment/co-payment collection. Perform "hands-on" supervisory support, leadership and training. Accountable for direct supervision of Patient Care Representatives, Referral Coordinators, and other non-clinical roles as assigned. Ensure all policies and procedures are implemented and carried out consistently in order to deliver a positive patient experience. Support Practice Manager in short and long term operational planning for site(s).

In this position you will:

  • Oversee all aspects of daily non-clinical, front-office operations in the clinic, including workflows, appointments, patient flow, medical records registration/reception and referral coordinators. Ensure new workflows are implemented

  • Demonstrate effective supervisory skills

  • Assist in hiring and retention of qualified staff; ensures new caregivers are oriented to their department and well trained for their jobs

  • Develop and implements the daily work schedule, maintains a master calendar of staff schedule, adjusting the staffing to meet the patient load

  • Coordinate back-up staffing as needed.

  • Identify operational deficiencies, gathers relevant data and formulates a plan to address the deficiencies

  • Demonstrate competency with all position related software programs

  • Actively participate in continuing education and meetings

  • Organize the department workload and establishes work standards to promote efficiency and productivity

  • Conduct departmental staff meetings on a monthly basis or more frequently if needed and maintains minutes of all meetings

  • Motivate and manags staff to ensure that performance standards are met or exceeded

  • Give timely and constructive feedback on performance; document all corrective counseling. Collaborate with Practice Manager and HR in addressing staff disciplinary issues

  • Prepares and conducts fair and objective performance appraisals with input from the Practice Manager

  • Ensures that adequate in-service education is available to staff members. Ensures staff completion of assigned Healthstream modules and other training

  • Keep staff apprised of changes in organization and department policies and procedures

  • Attend departmental meetings as appropriate and contributes ideas for improving efficiency, productivity and patient satisfaction

  • Assist Practice Manager with development and implementation of strategic initiatives and goals

  • Demonstrate the ability to make decisions, take appropriate action and follow tasks through to completion. Take accountability for results and works collaboratively with others to address deficiencies

  • Demonstrate a willingness to accept new responsibilities

  • Make rounds throughout the day to assess service needs; provide back-up reception support as needed, which may include multiple sites

  • Deliver upon the service expectations of both our patients and fellow staff members by listening to their needs; engaging in positive interactions; and following through on promises made in a thoughtful, efficient, timely and courteous manner so that their total outcome is better than expected

  • Identify and address patient concerns and complaints in a professional and timely manner

  • Demonstrate courtesy and helpfulness toward patients and their families; assure that information given to patients is accurate and complete

  • Promote consistent customer service excellence; caring and friendly manner with patients and co-workers. Consistent use of Own It system for excellent service. Review and respond to patient satisfaction data. Recommend and implement process improvement to address areas of deficiency

  • Assume responsibility and accountability for daily cash out reconciliation; monitor over/shortage, investigate and report discrepancies to Practice Manager

  • Responsible for duties associated with Kronos Timekeeping system and bi-weekly payroll

  • Partner with other clinic leaders and serves as a liaison between front office and back office

  • Provide timely input to Practice Manager regarding patient, caregiver, system or facility issues

  • Ensure efficient written and oral communication

  • Maintain a high degree of professionalism:

  • Promote team spirit and professional work environment

  • Demonstrate the ability to make decisions, take appropriate action and follow tasks through to completion

  • Recognize the implications of new situations and develops workable solutions

  • Demonstrate a willingness to accept new responsibilities

  • Respond cooperatively to managers and staff members in other departments to promote teamwork

  • Act as a role model in demonstrating the customer service standards of the organization

  • Demonstrate a commitment to personal growth and development by participating in external activities related to professional goals

  • Establish and maintain safe and healthy work environment, adhering to general safety precautions and standards. Report unsafe conditions to Practice Manager

  • Project work as needed

  • Mission & Values: Actively support and incorporate the mission and core values into daily activities. Treat all others with respect and dignity and demonstrates excellence, justice and compassion in daily work and relationships with others

  • Service Commitment: Maintain confidentiality of all information related to patients, medical staff, employees, and as appropriate, other information

  • Team Member: Demonstrate service excellence and positive interpersonal relations in dealing with others, including patients/family members, employees, managers, providers and community members, so that productivity and positive relations are maximized

  • Environment of Care/Infection Control/Safety: Consistently demonstrate and incorporate principles of safety and infection control into daily activities. Consistently use personal protective equipment as required and takes appropriate precautions whenever there is potential for contact with blood, body fluids, chemicals and/or other hazardous materials. Maintains knowledge of work-appropriate aspects of environment of care programs, comply with policies and reports unsafe conditions. Successfully complete Environment of Care Healthstream modules in the required timeframes and participate in fire drills and emergency exercises

  • Confidentiality/Privacy: Protect confidential/private information related to patients, employees, providers and others

  • Attendance and Punctuality: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality

  • Respect for Diversity: Demonstrate competency by knowing and applying the principles of an inclusive work environment.

  • Complete annual mandatory education review and competency program, as required


Required qualifications for this position includes:

  • Three (3) years experience in medical reception

  • Two (2) years supervisory experience

  • Typing minimum 40 wpm and computer skills

  • Excellent customer service and communication skills and training

  • Able to effectively interact with public and co-workers

  • Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker’s Comp, etc.

  • Working knowledge of computerized registration (preferably EPIC), and billing and collection procedures

  • Able to recognize issues, set priorities, and take direction to accomplish established objectives

  • Knowledge of health care environment, medical office policies and procedures, and general accounting procedures

  • Requires ability to establish priorities, organize, and coordinate work activities

  • Strong written, verbal communication and interpersonal skills

  • Able to exercise good judgment independently

  • Able to prioritize and juggle multiple tasks under pressure

  • Able to build trust and accountability with each team member regardless of their area of expertise

  • Flexibility, confidence, initiative and creativity

  • Able to work in a high volume environment while maintaining high quality standards

  • Able to self-manage, set priorities and operate with minimal direct supervision

  • Capable of managing highly confidential information

  • Able to carry out defined procedures and duties under specific instruction

  • Able to identify and solve problems, make decisions, and implement changes

  • Able to prioritize, plan and coordinate work activities

  • Demonstrated ability and desire to educate patients and families

  • Demonstrated management and leadership skills, particularly mentoring, coaching and conflict management

  • Personal style which emphasizes openness, visibility and approachability

  • Excellent listening and follow-through abilities and a willingness to accept constructive criticism

  • Assume responsibility for own professional growth through participation in educational programs, current literature, meetings and workshops

Preferred qualifications for this position include:

  • Associate's Degree

About the location you will serve:

Providence Health & Services Southern California is further developing its physician integration strategy. Historically, the largest asset has been Providence Medical Institute, a medical foundation that provides administrative and other support services to affiliated medical groups. Providence Medical Institute is expected to grow significantly in the next several years, bringing with it facilities, staff and physician growth to support that objective.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Clinical Lead Supervisor/Manager

Location: California-Torrance

Req ID: 319980