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Trinity Health - IHA Medical Reception Supervisor in Pontiac, Michigan

Position will support locations in Bloomfield Hills, Pontiac, and Livonia.


Responsible for overseeing the Medical Records and Medical Reception staff and other specified areas of the office in collaboration with office leadership and the Practice Manager. This includes accountability for efficient patient/workflow, customer satisfaction, staff satisfaction, productivity and achievement of operational goals as defined by practice leadership.


  • Supervises day-to-day operations of assigned areas to ensure efficient, fiscally responsible and customer-responsive procedures and operations.

  • Serves as a resource to patients and reception office staff; provides direction for the reception team (Receptionists, Medical Records). Is approachable and welcomes opportunity to provide feedback to staff and problem resolution to patients.

  • Develops and distributes daily assignments for assigned Reception staff.

  • Assists with recruitment, hiring, orientation, training and coaching of medical records and medical reception staff, in accordance with IHA service and human resource guidelines. Effectively organizes training materials for new employees; trains on all required job functions. Evaluates new hire clinical skills to ensure alignment for the role, provides feedback for the annual performance evaluations.

  • Ensures efficient and effective scheduling for the medical records and medical reception staff and maintains Time & Attendance program; coordinating timekeeping and time-off requests. Fills in as medical receptionist when needed.

  • Evaluates the performance of medical records and medical reception staff, recommends merit increases, promotions and disciplinary actions, in accordance with IHA service and human resource guidelines. Maintains teamwork environment and a high level of employee morale.

  • Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience.

  • Communicates thoroughly and promptly with office leadership, providers, triage and staff regarding all issues impacting day-to-day operations; develop clinical protocols as needed to ensure compliance with federal regulations.

  • Implements inventory control system related to office supplies.

  • Manages clerical audits, internal and external, for the office.

  • Manages more complex patient reception/medical records problems or insurance issues.

  • Supports other offices, attends required internal and external meetings, performs other administrative support tasks, and participates in committees as requested.

  • Assists in the development and oversight of the office budget.

  • Maintains awareness of provider schedules and facilitates the efficiency of scheduling through training and monitoring of the daily schedules.

  • Performs other duties as assigned.

  • Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement

  • Must be able to work effectively as a member of the office reception and medical records team.

  • Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.

  • Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA's Employee Handbook .

  • Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems

  • Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines

  • Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.

  • Uses resources efficiently.

  • If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.