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Office of Human Resources

East Tennessee State University

Title Code:  42290

Occ. Group: 

Front Office Supervisor

Expectations for All Employees

East Tennessee State University pursues its mission based upon core values. An employee's job performance must support and exhibit the university's core values:

PEOPLE come first, are treated with dignity and respect, and are encouraged to achieve their full potential;
RELATIONSHIPS are built on honesty, integrity and trust;
of people and thought is respected;
is achieved through teamwork, leadership, creativity, and a strong work ethic;
is achieved through wise use of human and financial resources; and COMMITMENT to intellectual achievement is embraced.


Employees in this class are under general supervision. Work performed in planning, developing, organizing, coordinating, directing, and evaluating a wide range of administrative/technical support actions in support of a front office medical center.

Characteristic Duties and Responsibilities

Supervises front office employees.

Provides excellent customer service to patients, answering questions and providing information as appropriate.

Approves leave requests, manages banked/compensatory time and ensures adequate staffing.

Inputs patient charges and delegates related duties as required.

Provides direction and training per Family Medicine policy for scheduling and re-scheduling patient appointment.

Maintains record-keeping of all payments and outstanding balances for purchasing activities.

Coordinates and/or supplies training for new front office employees and temporary staff.

Serves as a liaison between the departmental timekeeper and the clinic.

Conducts annual performance evaluations.

Coordinates disciplinary actions of front office employees in conjunction with Practice Administrator and Personnel Coordinator.

Monitors front office work load and task list, assigning and delegating as needed.

Prepares and submits office supply orders, employee reimbursements, travel claims/reimbursements, and other related activities in eBucs; monitors expenditures and maintains accurate records.

Serves as Assistant Building Coordinator for clinic.

Provides reports to Practice Administrator and departmental leadership as requested.

Assigns security access cards, codes, and passwords, and keys for clinic personnel

Prepares, approves and makes bank deposits.

Ensures that cash drawer is balanced and secured.

Serves as backup to the Social Worker for management of sliding scale for self-pay patients.

Assists Practice Administrator in the development of policies, procedures and processes.

Conducts front office staff meetings; addresses employee concerns and works to create solutions.

Identifies opportunities for staff development and training and makes recommendations.

Provides input regarding patients to be dismissed and processes paperwork.

Works on special projects as assigned by the Practice Administrator.

Serves as backup for all front office positions.

Services as backup for clinical supervisors as needed.

Serves on various committees and teams.

Performs other related duties as assigned.

Required Knowledge and Abilities

Ability to remain flexible, to handle high levels of stress and to manage frequestn interruptions.

Ability to attend to detail and to produce accurate, reliable work.

Ability to model ETSU Core Values to staff members.

Ability to learn and efficiently assimilate new technologies, hardware, and software into daily functions.

Ability to electronically create, store, edit, and transmit documents as required for the performance of job function.

Ability to promote process improvement and decision making.

Ability to write well and use professional business English.

Ability to use general office equipment such as a scanner, fax machine, etc.

Ability to manage complex scheduling issues and challenges.

Ability to create requisitions, communicate with vendors, distribute supplies, verify shipments, process invoices for payment, track expenditures and to follow through on issues.

Ability to create and maintain efficient confidential filing system for self and other.

Ability locate, understand, communicate and copy with policies, guidelines and procedures.

Ability to make decisions pertaining to daily patient schedules, daily task lists and duties.

Ability to address patient concerns and make recommendations for possible solutions.

Ability to establish and maintain an effective working relationship and to provide positive, consistent customer service to internal and external customers.

Ability to work independently and in collaboration with others.

Ability to troubleshoot work flow concerns and to make suggestions for improvement.

Ability to adhere to HIPAA regulations and to explain practical procedures to employees.

Ability to provide coaching and/or intervention in conflict situations between staff members or with patients.

Ability to re-distribute work assignments for Patient Care Representatives when staffing issues arise.

Ability to participate in progressive discipline actions in conjunction with leadership.

Ability to handle confidential information responsibly.

Knowledge of and ability to muse medical terminology.

Knowledge of and ability to use current ICD and CPT coding.

Ability to delegate tasks and organize information.

Ability to handle money ethically and responsibly and to maintain accurate documentation.

Recommended Qualifications

Applicants possessing these qualifications have a good probability for success in this class. However, applicants not possessing these qualifications should apply if they believe their training and experience will enable them to perform the work successfully. Graduation from a standard high school or equivalent; and, one year of medical front office experience.

  Date     Skill         Evaluation   
8/01/15     9         724121352

The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position.

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