Patient Services Supervisor - Orthopedics

Ohio State University Physicians; Columbus (OH); On-site; USD 33,000 - 50,000; Full time

Job summary

Ohio State University Physicians seeks a qualified front desk supervisor in Columbus to oversee daily clinic operations, supervise front desk and medical records staff, and ensure adherence to established procedures. You will lead scheduling, check-in/out, and patient communication to maintain smooth clinic flow.

The role requires strong interpersonal skills, problem solving, and the ability to manage multiple priorities while delivering exceptional customer service.

Qualifications

• High school diploma and 3–5 years in a medical office setting.
• Working knowledge of EMR systems, Word and Excel.
• Ability to liaise between management and staff; strong interpersonal skills.

Responsibilities

• Supervises front desk and medical records staff and enforces procedures.
• Hires, trains, schedules, and evaluates staff; manages payroll/attendance.
• Acts as the SME for patient services in the clinic and communicates with clinical staff.
• Advises on escalated patient/customer issues and provides solutions.
• Addresses physician complaints related to front desk or scheduling operations.
• Serves as superuser for the clinic and trains staff on scheduling changes.
• May collaborate with Capacity Management Office on provider templates.
• Provides leadership in absence of management and handles supplies orders.
• Greet patients, register/check-in, and update demographics/insurance.
• Handles calls, messages, and care directions; documents activities.
• Monitors wait times and notifies appropriate staff of delays.
• Routes mail, handles referrals, and schedules appointments as directed.
• Maintains cash drawer and reconciles daily deposits where applicable.
• Obtains registrations/pre-certifications from insurance as assigned.

Skills

Customer service

Interpersonal skills

Problem solving

Multitasking

Communication

Education

High school diploma

Associates degree

Tools

EPIC

Word

Excel

Job description

Overview

Looking to join and lead a dynamic team at Ohio State University Physicians where excellence meets compassion?

Who we are

With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of Ohio State University Physicians (OSUP), you'll be an integral part of a team committed to advancing healthcare, education, and professional growth.

Our culture

At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community.

Our benefits

We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and that’s why we offer our employees a flexible, competitive benefit package. In addition to medical, dental, vision, health reimbursement accounts, flexible spending accounts, and retirement, we also offer an employee assistance program, paid time off, holidays, and a wellness program designed to support our employees so they can live their best lives. As an OSUP employee, you will be eligible for these various benefits depending on your employment status.

Responsibilities

• Supervises the day to day activities of the front desk and/or medical record support services personnel and ensure adherence to OSUP established procedures and policies.
• Hires, trains, supervises, schedules, assigns work to and evaluates staff; accountable for payroll and attendance records for supervised employees. May also include redirecting staff to other operational areas in need.
• Acts as the primary subject matter expert for patient services in the clinic. Actively communicates information to clinical staff.
• Advises and assists staff on problem solving escalated and complex patient/customer issues .
• Addresses physician complaints or issues associated with front desk or medical record operations, administrative workflows and scheduling issues. Provides solutions to physicians and staff.
• Serves as superuser for the clinic. Provides in-service training to all clerical and clinical staff on issues related to scheduling patient appointments and physician’s schedule changes.
• May be assigned to work with the Capacity Management Office on provider templates.
• Provides leadership support for clinic in absence of manager.
• Ordering of supplies and equipment.
• Greets patients and visitors, registers and check-in patients, updates patient demographics and insurance coverage in computer system.
• Answers patient calls, takes and relays messages or scripted care directions; responds to patient and staff inquiries, and communicates with referring physician offices.
• Performs check-out processes inclusive but limited to co-pay collections, scheduling return visits, providing the after-visit summary, and ensuring that follow-up tests have been ordered or scheduled (where applicable). Appropriately documents such activities.
• Monitors length of patient’s wait and notifies the appropriate party (i.e. nurse, lead or manager) of excessive wait times as defined by clinic.
• Opens and routes incoming mail; distributes correspondence, reports and office supplies; mails out form letters. Tracks and records patient information or program data where applicable.
• Requests and handles referrals and medical records from referring offices for new patient appointments.
• Schedules appointments when directed.
• Where assigned, maintains the cash drawer, reconciles daily cash, and prepares bank deposits. Accurately completes necessary paperwork to facilitate and track deposits.
• Contacts insurance companies and obtains registration or procedural pre-certifications as required by the patient’s healthcare insurance or managed care providers as assigned.
• Ability to perform functions using job-related software and systems.
• Travel may be required to accommodate staffing levels at other clinical facilities.
• Attendance, promptness, professionalism, the ability to pay attention to detail, cooperativeness with co-workers and supervisors, and politeness to customers, vendors, and patients.
• Other duties or special projects as assigned.

Qualifications

Job Requirements: High school diploma and 3-5 years experience in medical office setting; or equivalent combination of education and experience. Working knowledge of EMR systems, Word and Excel. Ability to serve as liaison between management and staff. Skilled in problem solving, and ability to manage multiple priorities. Ability to convey information both in writing and verbally. Must have high level of interpersonal skills to handle sensitive and confidential situations while providing exceptional customer service. Position continually requires demonstrated poise, tact and diplomacy. Independent judgment is required to plan, prioritize, and organize a diversified workload.

Preferences: Associates’ degree; working knowledge of EPIC; experience in related specialty practice area; experience in insurance and registration.

Pay Range

USD $24.32 - USD $36.48 /Hr.