Front Desk Supervisor

The Eye Center of St. Augustine is proud to be the oldest and largest state of the art eye care center in the area offering the convenience of an eye center, a surgery center, and an optical shop all under one roof. With satellite locations in World Golf Village, Palm Coast, and Palatka, our board-certified doctors provide premier best in class care to patients across Northeast Florida. Our ophthalmic surgeons, perform cataract, laser, and ophthalmic plastic surgery on site in our state-of-the-art Eye Surgery Center. We are also able to provide eye examinations for adults as well as children over the age of seven while offering a full-service optical shop at each of our locations. We are a fast growing, patient-centered, compassionate team!

The Front Desk Supervisor is responsible for overseeing the daily administrative and operational functions of the front desk while maintaining an active, patient-facing role. This position coordinates front desk workflows to ensure efficient patient flow between administrative and clinical teams, accurate demographic and financial data collection, and exceptional patient care. The supervisor supports end-of-day processes, inventory and supply management, medical records requests, and compliance with healthcare regulations. Working closely with leadership and clinical teams, the Front Desk Supervisor fosters excellent patient experiences, maintains operational efficiency, and leads the front desk team in a fast-paced healthcare environment.

• →Coordinates administrative activities of front desk team
• →Coordinates patient flow between front desk and clinical operations
• →Oversees efficient and accurate demographic collections, audit team member activity for re-training and education opportunities.
• →Oversees End of Day Closing process and Time of Service collections; troubleshoot daily cash reconciliation and posting issues
• →Coordinates and submits orders for office supply needs
• →Monitors and audits retail sales and product inventory
• →Oversees and maintains facility compliance standards.
• →Coordinates and ensures all medical records requests received from patient, medical office, or other entity are completed in a timely and efficient manner
• →Coordinates & assign staffs scheduling for daily needs
• →Oversees, monitors, and works the appointment rescheduling queue timely
• →Monitors and completes the process for appointment recalls and reminders as set by the individual practice SOP.
• →Oversees the training and onboarding of new front desk team members and associates
• →Collaborates with human resources and office manager(s) on annual performance/merit reviews, performance growth/goals, and disciplinary actions for assigned team members.
• →Leads daily huddle and regularly scheduled team meetings
• →Contributes to doctor schedule template creation and updates

All duties of a Front Desk Lead & Associate are maintained under the Supervisor title and expectations for completion remain the same. The Front Desk Supervisor is still responsible for working in a patient-facing capacity

• →Greet patients warmly and verify appointment details.
• →Collect necessary documentation including ID, Insurance Cards, referral forms, etc.
• →Book, confirm, and reschedule appointments
• →Verify insurance eligibility and benefit coverage for all in-office visits, procedures, and tests
• →Collect co-payments and outstanding balances; calculate patient’s financial responsibility and communicate to patient; document in practice management system.
• →Explain billing procedures
• →Responsible for entering data in an accurate manner in practice management system as well as verify that existing information is accurate.
• →Assist with preparation of patient charts prior to clinic as needed
• →Answer phones and respond to inquiries
• →Relay messages between patients and clinical staff
• →Maintain protected health information in accordance with HIPPA/PHI guidelines
• →Handle paperwork such as consent forms and HIPAA compliance
• →Interacts with all internal and external customers in a caring and respectful manner.
• →Accept deliveries of packages, mail, or other supplies from outside vendors
• →Maintain a clean, organized, and welcoming reception area for all patients and visitors.
• →Provide clear information about services, wait time, and policies
• →Address patient concerns professionally and respectfully.
• →Photocopy and fax records and forms according to established policies and procedures.
• →Maintains patient confidentiality.
• →Contributes to the team effort by completing additional tasks/projects as needed

• High School Diploma or the equivalent years related experience required• Certified Patient Services Specialist (CPSS) certification required• Minimum of 2 year medical office experience• Nextech/ICP experience strongly preferred• Strong reliability with good attendance and punctuality. • Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.