Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

Responsible for overseeing the coordination, operations, quality, and compliance of all Front Office functions. A supervisor may manage one or multiple locations and serve as a key liaison among physicians, patients, other office staff and central departments. This role supports the development and implementation of office policies and procedures while supervising and directing front office staff activities, workflows, and responsibilities. The supervisor upholds and promotes the Mission Vision Values and Behaviors of City of Hope as well as our Code of Conduct and Business Standards.

As a successful candidate, you will:

Duties & Responsibilities

• Provides oversight of all front office workflows and daily operations, ensuring seamless functionality across the department. Leads the full talent lifecycle for Patient Office Representatives (PORs) including recruitment, hiring, training, supervision, and performance management. Establishes and achieves departmental performance goals, evaluates staff, and recommends merit increases, promotions, and corrective actions as needed. Drives quality outcomes by monitoring key performance indicators (KPIs), preparing and analyzing KPI data, and presenting findings at monthly leadership meetings. Offers hands-on support and coverage to maintain uninterrupted front office operations.

• Delivers and evaluates comprehensive training programs for staff on registration, scheduling, phone triage, and documentation standards. Actively monitors and responds to Epic in-basket communications and oversees work queue accuracy to ensure timely patient care. Performs additional front office duties as needed to maintain service standards.

• Models and maintains a highly professional and welcoming environment for patients and families. Ensures front office systems and physical spaces are optimized for efficiency, organization, and streamlined coordination with clinical teams and providers.

• Serves as a liaison among physicians, administration, and cross functional teams. Evaluates front office and patient interactions to ensure delivery of the HOPE EXPERIENCE and provides real time coaching to reinforce service excellence. Guides staff through service recovery processes when issues arise.

• Coordinates and integrates complex operational workflows with front office teams, medical staff, referral and scheduling coordinators, surgery scheduling, patient advocacy, and other departments to ensure smooth, accurate, and timely information flow across all touchpoints.

• Contributes to month-end closing processes, completing assigned checklist items with accuracy to meet or exceed corporate reporting timelines.

• Submits Tracking Information for Patient Safety (TIPS) reports as necessary to support patient safety initiatives and organizational learning.

• Implements and enforces revenue protection protocols, including visit and medication copay collection. Ensures accurate coding for copays, proper fund posting, and oversees weekly cash reconciliation and drawer closures for all PORs.

• Oversees all medical record request processes, confirming proper authorizations and documentation completeness. Ensures timely entry of external medical records into the EMR and verifies correct patient identifiers and order linkage to maintain chart integrity.

• Manages the insurance verification process and oversees patient financial counseling to ensure patients fully understand their financial responsibilities and available options.

• Ensures timely and accurate authorization procurement, including proper linkage to corresponding orders to prevent delays in care.

• Reviews the Daily Appointment Report (DAR) to confirm correct scheduling and matching authorizations in advance of appointments. Initiates corrections or rescheduling to secure all necessary information prior to patient visits.

• Maintains knowledge of evolving healthcare practices and organizational requirements, applying new insights to improve front office operations.

• Provides leadership coverage in the absence of the Practice Manager or Director, ensuring sustained operational continuity and workflow efficiency.

• Advocates for patients facing challenges within the healthcare system, helping them navigate barriers and ensuring they receive coordinated, compassionate support.

• Other duties as assigned.

Your qualifications should include:

• High school diploma or equivalent.

• Seven years of medical office experience; years of experience may be substituted with a BA degree.

• Minimum of one year of experience in a leadership or supervisory capacity.

• Minimal travel may be needed.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer.

To learn more about our Comprehensive Benefits, please CLICK HERE.