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About the Role
The Client Office Supervisor is responsible for performing core Virtual Office Manager (VOM) functions, providing leadership, accounts receivable support, reporting, and quality assurance oversight for the 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.
Responsibilities
- Manage all patient communication including answering inbound calls, returning missed calls, and responding to emails or client requests.
- Schedule new and existing patient appointments and create new patient charts with accurate demographic and insurance information.
- Maintain and submit a Daily Communication Spreadsheet summarizing calls, payments, actions taken, and provider follow-up items.
- Upload and organize patient documentation including referrals, medical records, and faxes within the EHR.
- Ensure new patient intake documentation is completed prior to appointments including identification, insurance, consents, and required forms.
- Proactively monitor upcoming appointments to secure missing intake items and send reminders.
- Verify insurance eligibility for new and returning patients and determine financial responsibility.
- Generate and send Good Faith Estimates and respond to patient billing inquiries.
- Collect required payments, send invoices, and accurately document payments in the EHR.
- Obtain prior authorizations when required, including confirmation of CPT HCPCS and ICD 10 codes and tracking authorization status.
- Run aging reports, follow up on outstanding balances, establish payment plans, and communicate balance requirements prior to appointments.
- Coordinate with Billing on discrepancies, authorization issues, and unresolved payment concerns.
- Serve as a day-to-day resource for the VOM team by assisting with questions, escalations, and workflow guidance.
- Train new hires on scheduling, intake workflows, documentation standards, communication expectations, and A/R procedures.
- Conduct routine audits of work quality and identify training or re-education needs.
- Provide one-on-one coaching and performance support.
- Support cross-training initiatives to strengthen coverage and team flexibility.
- Conduct quality assurance reviews across scheduling, documentation, A/R actions, Good Faith Estimates, and patient communication.
- Monitor compliance with HIPAA requirements, GFE guidelines, and internal protocols.
- Prepare operational and QA reports including productivity metrics, payment trends, and workflow performance.
- Identify performance trends and recommend process improvements or corrective actions.
Requirements
- Minimum of 2 plus years of experience in medical front office operations, scheduling, A/R, or healthcare administration.
- Prior experience performing Virtual Office Manager level responsibilities required.
- Experience with patient A/R or collections preferred.
- At least 2 years of leadership or training experience preferred.
- Thorough understanding of operational procedures and their relation to other departments.
- Broad knowledge of products and services offered, including features and pricing.
- Extensive understanding of general and department-specific regulations.
- Ability to guide the team to achieve goals while ensuring excellent customer service.
- Ability to maintain professional communication and positive customer relationships.
- Ability to build morale and group commitments to goals and objectives.
- Ability to balance team and individual responsibilities.
- Objectivity and openness to others’ views.
- Ability to give and welcome feedback.
- Ability to contribute to building a positive team spirit.
- Ability to put the success of the team above own interests.
- Ability to support everyone’s efforts to succeed.
- Solid understanding of the technology utilized in the position.
- Ability to consistently look for ways to use technology to create efficiencies.
- Ability to troubleshoot minor technical problems.
- Ability to stand and/or sit for periods of time.
- Ability to walk, reach, lift, carry, and bend.
- Ability to lift and/or move up to 15 lbs, occasionally more.
- Ability to use fingers for typing, picking up small objects, or pinching.
- Ability to convey information accurately by speaking.
- Ability to hear average or normal conversations and receive ordinary information.
- Ability to use close vision, distance vision, peripheral vision, depth perception, and adjust focus.
Skills
- Virtual Office Management
- Patient Communication
- Appointment Scheduling
- EHR Documentation
- Insurance Verification
- Accounts Receivable
- Billing Inquiries
- Payment Collection
- Prior Authorization
- Reporting
- Quality Assurance
- HIPAA Compliance
- Team Leadership
- Training
- Coaching
- Process Improvement
- Computer Skills
Experience Level
- 2 plus years of experience in medical front office operations, scheduling, A/R, or healthcare administration
- Prior experience performing Virtual Office Manager level responsibilities
- At least 2 years of leadership or training experience preferred
Education Level
- Bachelor’s degree in healthcare administration or related field preferred