Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Front Counter Supervisor (Gr6)

Job Title

Front Counter Supervisor

Department

Sport and Exercise Medicine | Department of Family Practice | Faculty of Medicine

Compensation Range

$4,449.00 - $4,676.00 CAD Monthly

Posting End Date

July 13, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary
The Front Counter Supervisor plays a vital role in supporting the clinical and administrative operations of one of the department’s medical office assistants (MOA) teams. The position is embedded in a collaborative healthcare environment that emphasizes patient-centered care, staff development, and operational excellence. Working closely with clinicians, students, and other health care practitioners, the Front Counter Supervisor contributes to the smooth delivery of high-quality family medicine services that reflect UBC’s values of respect, integrity, and excellence in healthcare education.

Organizational Status
This position reports to the Clinic Supervisor and works closely with the Senior Clinical Manager.

The Department of Family Practice at the University of British Columbia (UBC) is a nationally recognized leader in family medicine education, research, and clinical service. With a long-standing commitment to community-based care and interdisciplinary collaboration, the department plays a pivotal role in training future healthcare professionals and advancing evidence-based primary care in British Columbia and beyond.

As part of UBC’s Faculty of Medicine, this role supports the UBC Sport and Exercise Medicine clinic. Our clinic defines everyone as an athlete and serves the community population, at all ages and all fitness levels. Our clinic includes a variety of health care professionals ranging from physicians to performance nutritionists. We also support in developing the future generations of sport and exercise medicine, serving as a teaching environment for medical residents.

Work Performed

• Supervises and supports a team of clinical receptionists, including training, and workflow coordination as the daily onsite front counter supervisor.
• Prepares and distributes notices on late / missed appointment fees to patients.
• Acts as the first point of contact for patient concerns or escalated administrative issues, ensuring prompt resolution and high-quality service.
• Greets patients, responds to in person, phone and email inquiries.
• Coordinates appointment bookings, referrals, and patient flow to optimize clinician schedules and minimize wait times.
• Maintains accuracy and confidentiality of patient records in electronic medical record (EMR) systems, in compliance with privacy legislation and UBC standards.
• Monitors front counter administrative processes to identify areas for improvement and implements approved changes in collaboration with clinic leadership.
• Ensures clinic policies and procedures are consistently followed, and communicates updates or changes to front counter staff.
• Oversees inventory of office and clinical supplies.
• In addition to supervisory responsibilities, this position actively performs all duties associated with the clinic receptionist role, ensuring seamless front counter operations and continuity of service.

Consequence of Error/Judgement
This role requires meticulous attention to detail and sound judgment in managing patient interactions, supervising administrative staff, and safeguarding confidential information. Errors in scheduling, miscommunication, or breaches of privacy can disrupt clinic operations, compromise patient care, and damage the department's reputation. Such errors may also lead to legal or regulatory repercussions. The supervisor is expected to exercise professionalism and decision-making skills to uphold the clinic's standards and ensure a positive patient experience.

Supervision Received
This position is supervised by the Clinic Supervisor, and is closely managed by the Senior Clinical Manager.

Supervision Given
Supervises and provides formal training to three (3) CUPE 2950 clinic staff.

Minimum Qualifications
High school graduation, plus one year of related post-secondary education, plus three years of related experience, or an equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Completion of a Medical Office Assistant (MOA) certificate or diploma from a recognized institution, or comparable education in the healthcare field is an asset.
• Understanding of MSK medical terminology is an asset
• Strong understanding of healthcare administrative procedures, including appointment scheduling, referral processing, and medical billing practices.
• Ability to multitask in a busy clinic setting.
• Ability to prioritize according to clinic priorities and triage patients.
• Ability to communicate verbally and in writing in a clear, concise manner.
• Ability to interact with a diversity of people from different backgrounds, some of whom are part of equity-deserving groups.
• Ability to utilize sound judgment.
• Ability to use job-specific software at an intermediate level, including Microsoft Office suite and Electronic Records Management (ERM).
• High degree of accuracy and attention to detail.
• Ability to clearly explain procedures or instructions.
• Ability to create and uphold an environment of equity, diversity, inclusion, and anti-racism.
• Strong ability to manage calendars and schedules.
• Ability to maintain strict confidentiality in accordance with university policies and relevant legislation.