Joslin Diabetes Center

Medical Office Supervisor

Location US-MA-Boston
Job ID
# Positions
Pos. Type
Full Time


Reporting to the Operations Manager, the Medical Office Supervisor assists the Operations Manager with providing operational oversight and direction to Medical Office Coordinators (MOCs) and Specialty Clinic Coordinators. 

The Medical Office Supervisor will augment patient, family and physician satisfaction, promote ease of access to the Joslin Diabetes Clinic, adherence to policies and procedures, optimize communication and clinic workflows and oversee the regulatory functions including but not limited to HIPAA, HIM rules and regulations.   

The Medical Office Supervisor will be responsible for development and implementation of education and training materials and training for staff.  This position performs payroll functions, employee reviews, and works with management in hiring and disciplinary processes.


  • Organizes and supervises the daily activities for MOCs. Alongside other Clinic Management, monitors the day to day operations of this team.
  • Reviews and develops orientation and training materials and procedures for staff. Coordinates staff orientation and provides ongoing mentorship for new staff. Trains new staff and ensures all staff members are current with their trainings.
  • Plans and organizes the work of clinical support staff, coordinates and prioritizes work flow, implements appropriate systems and procedures to improve efficiencies and service standards and acts as a resource to clinicians and staff.
  • Facilitates regularly scheduled team meetings to review performance, share new policies and procedures and keep staff informed of practice changes.
  • Takes responsibility with Manager's support to address staff errors, performance issues, and Human Resource issues. Ensures consistency, standardization, and integrity of data. In conjunction with the Operation Manager, evaluates, documents, and communicates performance of direct reports.
  • Reviews and works with Operations Manager to generate, quantify and maintain reports associated with Key Performance Indicators for MOC workflows, including metrics related to prior authorizations for pharmacy requests, call volume, hold times and abandonment rates.
  • Oversees activities, reviews and modifies work flows design to ensure goals/metrics meet desired outcomes and target dates with the consistent goal of process improvement.
  • Prepares and reviews payroll information.
  • Supports Operation Manager in the development, implementation and maintenance of Medical Office policies and procedures in order to ensure smooth and efficient function of Medical Office Coordinator and Specialty Clinic Coordinator teams.
  • Works closely with management and staff to ensure clear lines of communication around regulatory compliance issues in regards to HIM, HIPAA and other office policies and procedures.
  • Maintains collaborative relationship with Patient Access Representatives and Centralized Appointment Schedulers.
  • Maintains a thorough knowledge of insurance rules, policies, and procedures as they impact the medication and durable equipment request.  Manage the flow of medical information internally and externally.
  • Proficiently create, monitor and manage appointment schedules in NTP making adjustments as needed for planned/unplanned absences or conflicting obligations.
  • Schedule new and follow-up patients advising patients of insurance requirements and referral process.
  • Support activities such as wait list, daily notification of available appointments to Clinic, confirmation calls, no-show/cancelled patient letters and other creative ideas to maintain patient volume.
  • Manage process of bumped and recall patients sending appointment changes and notifications to patients when needed.
  • Maintain and support an accurate and efficient system to proactively communicate with patients and providers the referral requirements before visit.
  • Attends insurance education training seminars to enhance knowledge of medication, durable equipment and formulary coverage.
  • Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment focused on improving workflows.


  • Bachelor’s Degree required and 4 years’ experience in a fast paced medical setting
  • Experience with automated medical record system
  • Knowledge of managed care and insurance requirements
  • Demonstrated knowledge of Physician Billing and Coding
  • Adheres to HIPAA privacy and confidentiality guidelines and regulations.
  • Must have a working knowledge of laws governing outpatient facilities and regulations.
  • Two years of supervisory experience preferred.
  • Ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.
  • Excellent interpersonal skills and customer service skills to communicate with patients regarding sensitive and confidential
  • medical and financial information.
  • Must be able to develop and maintain professional, service-oriented working relationships with senior leadership, patients,
  • physicians, co-workers and employees at all levels of the organization.
  • Thorough knowledge and understanding of health care delivery systems with special emphasis on back office management
  • process.
  • Strong critical thinking and analytical skills.
  • Ability to prepare written reports and recommendations.
  • Knowledge of the principles and techniques of management and supervision.
  • Proficiency with Microsoft Office applications (i.e. MS Word, Excel, Outlook) and web browsers.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed