Supervisor Clerical

Tennessee Orthopaedic Alliance is the largest orthopaedic surgery group in Tennessee. TOA concentrates on the diagnosis and treatment of disorders and injuries of the musculoskeletal system which allow our patients to live their best life. One Hundred years later we are advancing the practice of orthopaedic surgery throughout the state.There are a number of reasons why TOA is an employer of choice; here are a few of them:Stability - TOA has been in Tennessee since 1926 and has expanded to over 20 locations across the state!Impact - TOA’s team members use our careers - whether in our clinics or our business office - to make a positive difference in the community by building relationships and helping patients live their best life.Work Environment - The TOA team focuses on fostering an excellent working environment; one of positivity, collaboration, job satisfaction, and engagement.Total Rewards - TOA offers competitive salaries based on the current Tennessee wage market, plus a comprehensive suite of benefits, including Medical, Dental, Paid Time Off, and more. Our 401(k) plan provides a company match, safe harbor match and profit-sharing match to go along with your contributions.The Clerical Supervisor leads daily administrative operations across the Front Desk Team, Records and Disability, Pre-Certification, Test and Scheduling, and Workers' Compensation. This position ensures accurate registration, scheduling, insurance verification, check-in and checkout, point-of-service collections, records and disability processing, authorization and test coordination, workers' compensation workflows, and professional patient communication. The supervisor balances service, accuracy, compliance, and productivity while coaching staff, managing coverage, and resolving issues before they disrupt patient care or operations.Supervise, schedule, and assign daily work for staff across the Front Desk Team, Records and Disability, Pre-Certification, Test and Scheduling, and Workers' Compensation based on provider schedules, patient volume, skill mix, deadlines, and operational priorities.Oversee registration, demographic and insurance updates, consent collection, check-in, checkout, scheduling, rescheduling, referral coordination, and other assigned patient-access functions.Promote accurate use of the electronic medical record, patient-arrival technology, approved scheduling templates, work queues, and established registration workflows.Monitor lobby and front-office flow throughout the day; manage wait-time concerns, redistribute work, and communicate delays clearly and respectfully.Ensure staff collect required copays, deductibles, self-pay amounts, and other patient responsibilities in accordance with policy; monitor balancing and deposit-related processes as assigned.Support accurate insurance verification and authorization handoffs while directing specialized billing, financial counseling, clinical, or authorization questions to the correct team.Audit front-office work for accuracy, completeness, duplicate work, missed tasks, and preventable rework; coach employees and implement corrective workflows.Coordinate cross-training and ongoing education for patient services staff; document completion and follow up on gaps.Review attendance, timekeeping, coverage, scheduling, and productivity; address routine issues and elevate trends or policy concerns as appropriate.Provide timely coaching, recognition, and performance feedback; participate in evaluations, corrective action, and development plans with leadership and Human Resources.Respond to patient concerns and lead service recovery, including communication with clinical teams when patient needs cross departmental boundaries.Maintain a professional front-office environment and reinforce expectations for confidentiality, respectful communication, appearance, and conduct in patient-facing areas.Partner with clinical leaders to manage same-day changes, wrong-location arrivals, urgent needs, and other operational disruptions.Coordinate onboarding, orientation, cross-training, and ongoing education for patient-access staff; document completion and follow up on gaps.Maintain desk readiness, forms, signage, equipment, and front-office supplies; ensure unapproved signs or process changes are not implemented.Complete other duties and projects assigned by the Director of Clinic Operations or designee.Leadership Authority and EscalationMake routine daily staffing assignments and front-office workflow adjustments.Coach employees and address immediate conduct, service, attendance, accuracy, or workflow concerns within organizational policy.Resolve routine patient-service concerns and escalate financial, legal, compliance, safety, or high-risk matters to the appropriate leader.Use the established chain of command and avoid broad or duplicate escalation that delays resolution or creates conflicting direction.Recommend hiring, promotion, recognition, development, corrective action, or separation decisions; final authority remains with designated organizational leadership and Human Resources.RequirementsQUALIFICATIONS AND EXPERIENCE:High school diploma or equivalent required; associate or bachelor’s degree in healthcare, business, or a related field preferred.Three years of experience in medical registration, scheduling, patient services, or comparable healthcare operations is preferred.Minimum one year in a lead or supervisory capacity.Working knowledge of insurance registration, scheduling templates, patient privacy, point-of-service collections, customer service, and electronic medical record workflows.Strong computer skills and the ability to learn multiple scheduling, registration, payment, and communication systems.Experience in orthopaedics or a high-volume specialty practice preferred.Demonstrated prior Patient-service leadership experience is preferred.Accuracy and attention to detail.Employee coaching and accountability.Clear communication and de-escalation.Organization and workload management.Financial responsibility.Adaptability and calm decision-making.Data-informed problem solving.EducationHigh school diploma or equivalent required; associate or bachelor’s degree in healthcare, business, or a related field preferred.Physical And Work RequirementsAbility to work in a busy patient-facing environment with frequent interruptions and competing priorities.Ability to sit, stand, walk, bend, reach, and use a computer and telephone for extended periods.Ability to move throughout the clinic and lift or move routine office supplies consistent with organizational safety requirements and any approved accommodation.Reliable attendance and flexibility to adjust hours or locations based on patient and staffing needs.TOA is an equal opportunity employer. TOA conducts drug screens and background checks on applicants who accept employment offersEqual Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.