Customer Service Supervisor

Lead and support the Front Office team to ensure smooth patient experience, front desk operations, and coordination between reception, administrative processes. The CS Supervisor also ensures service quality, team performance, and consistent implementation of clinic procedures.
Team Leadership & Coordination
Supervise daily FO operations to ensure smooth patient flow and front desk service
Assign tasks, manage shift schedules, and monitor team attendance/performance
Serve as the escalation point for complex patient issues or complaints
Train new FO team members and provide ongoing coaching on service standards and procedures
Patient Service Excellence
Ensure all patients are greeted professionally and guided clearly through each step of the clinic visit
Oversee appointment management, rescheduling, and patient reminders
Support team in resolving inquiries and maintaining a high level of patient satisfaction
Data & Process Oversight
Ensure accuracy in patient information (personal, medical, financial) entered into the clinic system
Oversee coordination between reception, consultation rooms, and therapy areas
Support internal documentation consistency (consent forms, treatment records, insurance docs)
Billing & Insurance Monitoring
Supervise payment processing (cash, card, direct/indirect insurance) and daily invoice tracking
Support FO team in clarifying insurance claim processes for patients
Ensure daily reconciliation of payment records and report to accounting if required
Operational & Event Support
Monitor and report front office supplies and station readiness
Support planning and logistics for patient events, wellness talks, and internal training
Collaborate with other departments to improve patient flow, space usage, and service delivery
This position will report to line Manager.