Job Summary Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Patient Reception, Switchboard/Scheduling, and Client Services. The position directs and works with managers and employees to carry out procedures ensuring an efficient patient registration, check-in, and check-out process. Ensures patient and employee satisfaction and maximizes the operational and financial performance of the department. Include a Night shifts
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 2 years experience in patient services, medical front desk, healthcare administration, or a related professional area. OR
- 2-year degree from an accredited university in Healthcare Administration, Business Administration, Hospitality, or a related major; no work experience required.
CORE WORK ACTIVITIES
Maintaining Patient Services and Front Desk Goals
- Manages day-to-day operations, ensuring the quality, standards, and meeting the expectations of the clinic's patients on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish work efficiently.
- Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others to ensure patient retention.
- Supervises staffing levels to ensure that patient service, operational needs, and financial objectives are met.
- Ensures that regular, ongoing communication is happening with employees to create awareness of business objectives, communicate expectations, recognize performance, and produce desired results.
- Understands the impact of the department's operations on overall clinic financial goals and objectives and manages to achieve or exceed these goals.
Supporting Management of the Front Desk Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate professional behaviors in a clinical setting.
- Supervises and manages administrative and reception employees.
- Manages all day-to-day front-of-house clinical operations.
- Understands employee positions well enough to perform duties in an employee's absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office Manager or Clinic Manager.
Ensuring Exceptional Patient Service
- Provides services that go above and beyond for patient satisfaction, comfort, and retention.
- Improves service by communicating and assisting individuals to understand patient needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles patient problems, treatment queries, and complaints promptly and empathetically.
- Sets a positive example for client relations and clinical discretion.
- Empowers employees to provide excellent customer service while adhering to healthcare privacy standards.
- Observes the service behaviors of employees and provides constructive feedback to individuals.
- Interacts with patients to obtain feedback on the quality of care, service levels, and overall clinic satisfaction.
- Ensures employees understand patient service expectations and parameters.
- Emphasizes patient satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
- Implements the clinic’s patient recognition and loyalty programs, communicating and ensuring adherence to the process.
- Trains staff and monitors adherence to all billing and credit policies and procedures to reduce bad debts and administrative errors.
- Supervises daily appointment scheduling and follow-up procedures to maximize clinic efficiency and control daily appointment capacity.
- Supervises daily Front Desk shift operations and ensures compliance with all clinic policies, hygiene standards, and administrative procedures.
- Ensures clinic policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Supporting Human Resource Activities
- Supports the developmental needs of others through coaching, mentoring, or otherwise helping staff improve their administrative or clinical support skills.
- Solicits employee feedback, utilizes an open-door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of Front Desk team members with the appropriate skills and professional demeanor.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job at the clinic.
- Participates in employee progressive discipline procedures.
Additional Responsibilities
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluates results to choose the best solutions and solve operational problems.
- Informs and/or updates the medical directors, peers, and subordinates on relevant information in a timely manner.
- Performs all duties at the Front Desk as necessary to support the team.
- Runs Front Desk shifts whenever necessary.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding Front Desk goals to produce desired results.
At Cosmo Radiance, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our team.
Pay: Up to ₹25,000.00 per month
Work Location: In person
