Client Office Supervisor

Job Description Job Title: Client Office SupervisorReports to: Premier Services ManagerPosition Summary:The Client Office Supervisor is responsible for performing core Virtual Office Manager VOM functions while also providing leadership, accounts receivable support, reporting, and quality assurance oversight for the broader team. This role ensures accurate and timely patient communication, scheduling, intake management, documentation, and A/R follow up, while supporting training, mentorship, and workflow consistency across the VOM team.Key Performance Areas & Key Performance Indicators:Virtual Office Management: (35%)Manage all patient communication including answering inbound calls, returning missed calls, and responding to emails or client requests in a timely mannerSchedule new and existing patient appointments and create new patient charts with accurate demographic and insurance informationMaintain and submit a Daily Communication Spreadsheet summarizing calls, payments, actions taken, and provider follow up itemsUpload and organize patient documentation including referrals, medical records, and faxes within the EHREnsure new patient intake documentation is completed prior to appointments including identification, insurance, consents, and required formsProactively monitor upcoming appointments to secure missing intake items and send reminders as neededA/R Support & Follow up: (25%)Verify insurance eligibility for new and returning patients and determine financial responsibility including copays, deductibles, coinsurance, and prior authorization requirementsGenerate and send Good Faith Estimates and respond to patient billing inquiriesCollect required payments, send invoices, and accurately document payments in the EHRObtain prior authorizations when required including confirmation of CPT HCPCS and ICD 10 codes and tracking authorization statusRun aging reports, follow up on outstanding balances, establish payment plans, and communicate balance requirements prior to appointmentsCoordinate with Billing on discrepancies, authorization issues, and unresolved payment concernsTeam Leadership & Training: (20%)Serve as a day to day resource for the VOM team by assisting with questions, escalations, and workflow guidanceTrain new hires on scheduling, intake workflows, documentation standards, communication expectations, and A/R proceduresConduct routine audits of work quality and identify training or re education needsProvide one on one coaching and performance support as neededSupport cross training initiatives to strengthen coverage and team flexibilityCompliance, QA & Reporting: (20%)Conduct quality assurance reviews across scheduling, documentation, A/R actions, Good Faith Estimates, and patient communicationMonitor compliance with HIPAA requirements, GFE guidelines, and internal protocolsPrepare operational and QA reports including productivity metrics, payment trends, and workflow performanceIdentify performance trends and recommend process improvements or corrective actionsMinimum QualificationsEducation:Bachelor's degree in healthcare administration or related field preferredExperience:Minimum of 2 plus years of experience in medical front office operations, scheduling, A/R, or healthcare administrationPrior experience performing Virtual Office Manager level responsibilities requiredExperience with patient A/R or collections preferredAt least 2 years of leadership or training experience preferredCompetenciesOperations Knowledge – Thoroughly understands the operational procedures for his/her position and how they affect or relate to other departments in the company. Serves as an expert for others.Product Knowledge – Has a broad knowledge of the products and services offered. Is aware of the features and pricing of the products and services they support. Is able to recommend the appropriate product or service that will meet the customer's needs.Compliance Knowledge – Extensive understanding of general and department-specific regulations. Serves as a compliance resource for the team.Sales & Service – Guides the team to achieve goals while ensuring excellent customer service. Maintains professional communication and positive customer relationshipsTeamwork – Able to build morale and group commitments to goals and objectives; Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.Computer Skills – Demonstrates a solid understanding of the technology utilized in his/her position. Consistently looks for ways to use technology to create efficiencies. Able to troubleshoot minor problems. May serve as an expert to others.Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical Strength - Employee must be able to stand and/ or sit for periods of time while waiting on customers. Employee may be required to walk, reach, lift, carry and bend. This job also requires the ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs.Finger Dexterity - Employee will have to use fingers to make small movements, such as typing, picking up small objects, or pinching fingers together.Talking – The ability to convey information accurately by speaking to customers and other employees.Hearing - Able to hear average or normal conversations and receive ordinary information.Visual Abilities – Specific vision abilities used by the job are close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.Employer reserves the right to change this job description at any time, should business needs arise.