Practice Practice Supervisor - Baystate Mercy Oncology Practice

About the role

Baystate Health, a nationally recognized leader in healthcare quality and safety, and home to Baystate Mercy Cancer Program is looking for a full-time Administrative Practice Supervisor for their Oncology Practice located in Springfield, MA

Responsibilities

The Administrative Practice Supervisor plays a critical role in day-to-day operations, staff engagement, and performance management while partnering with leadership to drive improvements in patient experience, operational efficiency, and revenue performance. Responsible for leading administrative staff, optimizing workflows, and ensuring exceptional service for patients, providers, and team members.

Key Responsibilities

Leadership & Collaboration

• Foster a welcoming, professional, and inclusive environment for patients, staff, and vendors
• Collaborate with the Manager, Medical Director, and leadership on operational initiatives
• Participate in departmental and organizational committees (Operations, PI, Redesign, etc.)
• Provide and receive constructive feedback to support team development
• Advocate for staff and support a positive, team-oriented culture

Staff Supervision & Engagement

• Supervise administrative staff and manage daily operations
• Develop and maintain effective work schedules and assignments
• Conduct annual performance evaluations
• Address employee concerns and escalate complex issues as needed
• Lead staff meetings and communicate updates on policies and procedures

Hiring & Onboarding

• Partner with Talent Acquisition to recruit, interview, and hire staff
• Support job postings and workforce planning
• Ensure effective onboarding, training, and orientation for new hires
• Educate staff on process changes and ensure ongoing competency

Operations & Systems Management

• Develop and improve office systems, workflows, and processes
• Serve as a "superuser" for scheduling, billing, insurance verification, and EHR systems
• Train staff and ensure efficient use of office tools and technology
• Step in to support operations during staffing shortages

Medical Records Oversight

• Ensure compliance with medical records policies and procedures
• Oversee scanning and documentation in the EMR
• Manage requests for medical information in accordance with HIM policies
• Coordinate audit requests (e.g., HEDIS)

Revenue Cycle & Financial Oversight

• Supervise charge entry, billing, co-pay collection, and insurance verification
• Monitor and improve revenue cycle processes
• Address patient billing concerns
• Utilize reporting data to identify trends and drive revenue improvements

Human Resources & Performance Management

• Ensure adherence to organizational policies and standards
• Maintain documentation of employee relations issues
• Support conflict resolution in partnership with HR and leadership
• Participate in performance improvement and corrective action processes
• Promote accountability and equitable workplace practices

Budget & Resource Management

• Monitor supply budgets and analyze variances
• Recommend solutions to stay within budget
• Assist with budget planning and forecasting

Scheduling & Timekeeping

• Manage staff schedules and ensure appropriate coverage
• Oversee timekeeping and approve time-off requests
• Maintain provider schedules and templates to optimize patient access
• Collaborate with contact center teams on scheduling workflows

Customer Experience

• Ensure high-quality service across all patient and staff interactions
• Respond to complaints and resolve operational issues promptly

Qualifications

• High School diploma or GED
• At least 2-3 years of supervisory experience in a medical office setting
• At least 3 years of healthcare practice experience
• Excellent interpersonal/communication skills
• Experience with building physician schedules, preferred

Schedule

• Full-time, 40 hours a week, Monday through Friday

Location

• 271 Carew Street, Springfield, MA

• We strive to be the place where we can help you build the career you deserve - apply today - YOU belong at Baystate!
• Education: High School Diploma (Required)

Pay and benefits

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum $60,944.00 - $70,054.00 - $82,846.00