Front Desk Supervisor II - Medicine Administration

Supervises and coordinates assigned administrative and general office activities, consistent with departmental objectives, administrative policies and practices. Provides direct supervision for administrative and office support staff such as secretarial/administrative assistants, medical assistants, schedulers, data management and medical records staff. Ensures the successful delivery of support services within the department or unit

Supervisory & Administrative Responsibilities

• Conducts quarterly assessments to evaluate team members on role-related tasks.
• Completes monthly provider session counts and submits reports to management
• Track monthly copayment totals and ensure proper reconciliation
• Reconciles daily deposits, prepares them for courier pickup, completes the courier pickup sheet, and ensures documentation accuracy 
• Determines 3rd next available appointment for all physicians and submits updates to leadership
• Supports the team in meeting benchmarks, including no-show, no-show (+) tracking, kiosk usage, MyChart Utilization/Activation, Pre-visit planning, and patient satisfaction. 
• Conducts daily in-basket reviews to ensure all messages are completed within 24-48 hours. 
• Coordinates monthly staff schedules, ensuring fair distribution of shifts and adequate office coverage.
• Addresses and de-escalates patient and staff complaints, notifying management when necessary
• Manages inventory, ensuring administrative supplies are stocked
• Participate in system-wide huddles, conduct 147th Street Zoom Virtual huddle, and ensure that the huddle board is updated
• Completes time sheet calculations and enters data in the timekeeping system for payroll processing
• Updates shared calendar with staff PTO, infractions, and personal PTO time
• Ensures environmental rounding checks are performed to maintain cleanliness and functionality
• Attends meetings and contributes insights regarding office operations 
• Monitors and enhances patient satisfaction by encouraging staff to implement engagement strategies
• Complete additional tasks as assigned by the manager promptly.

Patient Services & Front Desk Operations

• Checks in and arranges patients for visits
• Verifies and updates patient demographics, insurance, and contact information in the EMR
• Answers telephone inquiries regarding physicians, providers' insurance coverage, and appointments
• Obtains and tracks referrals, ensuring patients are aware of upcoming needs
• Enters referral/authorization information in the EMR system and scans documents into the EMR
• Schedule and reschedule patient appointments as per provider request
• Assist patients with MyChart/patient portal registration and usage
• Collects and posts copayments/payments in EMR, reconciles batches, and prepares deposits for courier pick-up
• Ensures efficiency in patient flow and coordinates with the clinical staff and providers
• Assists patients with specialty referrals and ensures continuity of care
• Obtains prior authorizations for diagnostic imaging procedures
• Obtains prior authorizations for diagnostic imaging and procedures
• Ensures all required patient forms and documentation are scanned into EMR
• Maintains up-to-date knowledge of practice operations and guides to the front desk
   

This role requires a proactive, detail-oriented leader who can oversee front desk operations while ensuring a high standard of patient service and administrative efficiency. 

• Associates / Bachelors degree or equivalent work experience
• Professional development and leadership training are encouraged
• 3 years of directly related experience with 1 year in a supervisory role or an equivalent combination of relevant education and/or experience
• Strong leadership and team management skills
• Excellent interpersonal/communication skills
• Ability to multitask in a fast-paced environment
• Proficiency in EPIC and Microsoft Office
• Strong problem-solving skills and ability to de-escalate conflicts
• Knowledge of practice operations, insurance processes, referrals, and authorization
   

 

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports