Patient Support Supervisor

Orthopedic Institute of Pennsylvania; Camp Hill (Cumberland County); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

401(k) Retirement Plan

Employee Assistance Program

Cell Phone Discounts through AT&T &amp

Verizon

Employee Appreciation Events

Career Growth Opportunities Within OIP

Job summary

Orthopedic Institute of Pennsylvania is seeking a Patient Support Supervisor to lead daily front desk operations, coach staff, and partner with clinical teams to improve patient flow and access. This role ensures consistent service, effective communication, and a positive patient experience across OIP offices.

You'll supervise scheduling, timesheets, onboarding and training, and escalate issues while driving process improvements in a fast-paced medical office environment.

Qualifications

• Minimum five years of customer service experience.
• Previous supervisory or leadership experience in a medical/healthcare setting preferred.
• Strong communication and interpersonal skills.
• Ability to coach, lead, and hold staff accountable fairly.
• Strong organizational and time-management skills in a fast-paced environment.

Responsibilities

• Supervise daily front desk operations including workflow, patient flow, staffing and coverage.
• Provide direction, coaching and support to front desk staff and reinforce performance and service expectations.
• Serve as first point of escalation for routine patient and staff concerns; escalate complex matters when needed.
• Partner with clinical teams and providers to support scheduling, access and patient flow.
• Oversee front desk timekeeping: PTO approvals, missed punches and timesheet submissions.
• Assist with hiring, onboarding, training, performance evaluations and corrective action with HR.

Skills

Customer service

Leadership

Communication

Organizational skills

Time management

Travel between offices

Education

High school diploma or GED

Tools

Medent

Job description

Description

Are you an experienced healthcare professional who enjoys leading people, improving operations, and creating an exceptional patient experience? The Orthopedic Institute of Pennsylvania (OIP) is looking for a Patient Support Supervisor to join our team and help lead the day-to-day operations of our front desk team.

As a Patient Support Supervisor, you will provide hands-on leadership to front desk staff while partnering closely with the Patient Support Manager, clinical teams, and providers. You'll help ensure efficient patient flow, consistent service, effective communication, and a positive experience for every patient and team member.

Since 1971, OIP has been Central Pennsylvania's trusted leader in orthopedic care. Our mission is to create an amazingly positive and memorable experience for every patient, family member, and team member. We achieve this through teamwork, compassion, continuous improvement, and a commitment to clinical excellence.

If you're a strong communicator who enjoys coaching others, solving problems, and keeping operations running smoothly, this is an opportunity to make a meaningful impact while growing your career with OIP.

As a Patient Support Supervisor, you will:

• Supervise daily front desk operations, including workflow, patient flow, staffing, and coverage.
• Provide direction, coaching, and support to front desk staff while reinforcing performance and service expectations.
• Serve as the first point of escalation for routine patient and staff concerns and appropriately escalation complex matters.
• Partner with clinical teams and providers to support efficient scheduling, patient access, and patient flow.
• Oversee front desk timekeeping responsibilities, including PTO approvals, missed-punch corrections, and timesheet submissions.
• Assist with hiring, onboarding, training, performance evaluations, and corrective action in partnership with the Patient Support Manager and HR.
• Monitor operational trends, errors, and service concerns and identify opportunities for training and process improvement.
• Communicate and reinforce departmental policies, procedures, and organizational expectations.
• Serve as a liaison between front desk staff, leadership, clinical teams, providers, and other departments.
• Participate in team and leadership meetings and provide operational feedback and recommendations.
• Provide hands-on front desk support during periods of high volume or staffing shortages.
• Perform other supervisory responsibilities as assigned.

Requirements

What You'll Bring

Required

• High school diploma or GED.
• Minimum of five (5) years of customer service experience.
• Previous supervisory or leadership experience, preferably in a medical office or healthcare environment.
• Demonstrated ability to provide excellent customer service and manage patient concerns effectively.
• Strong communication and interpersonal skills.
• Ability to coach, lead, and hold employees accountable fairly and consistently.
• Strong organizational and time-management skills with the ability to prioritize in a fast-paced environment.
• Ability to remain professional and effective when managing competing priorities or challenging situations.
• Reliable attendance and ability to travel between OIP offices as needed.

Preferred

We encourage you to apply even if you don't meet every preferred qualification.

• Experience supervising a medical office or front desk team.
• Experience working in an orthopedic or specialty medical practice.
• Knowledge of Medent or another electronic medical record system.
• Certification or degree from an accredited medical or healthcare program.
• Experience with employee training, performance management, or scheduling.

What You'll Learn & Develop

At OIP, you'll have the opportunity to strengthen your leadership and healthcare operations experience while developing skills in:

• Team leadership and employee development
• Patient service and experience
• Healthcare operations and workflow
• Scheduling and patient flow
• Performance coaching and accountability
• Problem-solving and process improvement
• Collaboration with physicians and clinical teams
• Electronic medical record systems
• Healthcare policies and procedures

Why Join OIP?

• Leadership opportunity within a growing orthopedic organization
• Collaborative and supportive work environment
• Professional development and training opportunities
• Career growth opportunities within OIP
• Opportunity to work alongside experienced orthopedic specialists and healthcare professionals
• Employee appreciation and engagement initiatives
• Employee discount and perks programs

Benefits

• Paid Time Off (PTO)
• 401(k) Retirement Plan
• Employee Assistance Program
• Cell Phone Discounts through AT&T & Verizon
• Employee Appreciation Events
• Career Growth Opportunities Within OIP

Ideal Candidates Include

This opportunity may be a great fit for:

• Medical Office Supervisors
• Front Desk Supervisors
• Patient Access Supervisors
• Medical Office Coordinators with leadership experience
• Senior Medical Assistants with supervisory experience
• Healthcare Customer Service Supervisors
• Patient Services or Patient Support Leaders
• Experienced healthcare professionals ready to take the next step in leadership

If you're a dependable and people-focused leader who enjoys developing employees, solving problems, and creating an exceptional patient experience, we'd love to hear from you.