Front Desk Medical Practice Receptionist/Office Assistant

Advance Pain Management of Virginia

Front Medical Office
Reports to: Director of Operations, Kristin Norman
Travel: Occasional Training Events, up to 4 trainings per year
Job Status: Full-time
Required Hours: Mon, 8:30am-6pm; Tues, 8:30am-7pm; Wed; 8am-6pm; Thurs 8am-7pm; Friday 7am-12:30pm
POSITION SUMMARY
Within the Front Desk team, you will be responsible for leading the effective operation of the front part of the clinic. The front part of the clinic is the front door all the way to the door leading to the patient rooms. Your team will need to support the acquisition and retention of patients by communicating with all potential patients who contact the clinic. In this role, your team will be highly patient facing and require a high level of organization and ability to multitask. The front desk team will be welcoming patients into the office, filing paperwork and creating a remarkable experience. The Front Desk will be the first point of contact for many patients entering the building, so it is expected that your team presents themselves in a professional manner that positively represents our clinic. You are responsible for training and inspiring the front desk team to live up to the practices values.
PERFORMANCE OBJECTIVES

• Ensure patients dont wait longer than 10 minutes in the lobby.
• Ensure the team understands and is equipped to meet their roles and responsibilities.
• Develop a documented process for how the front desk should work so that their function can be scaled across multiple practices.
• During business hours, respond to all inbound leads with-in 10 minutes.
• Outside of business hours, respond to all inbound leads with-in 24 hours.
• Schedule new patients as well as follow up appointments
• Work with the Director of Operations to ensure the patient schedule is in sync with the Providers vacation.
• Fill all new patient cancellations.
• Prepare waiting room and facilities for patient arrival and end of day to set the next day up for success. Follow the patient engagement model.
• Hold regular standup meetings with the rest of the Front Desk and train them on the necessary processes to ensure they can fulfill their job requirements.
• Attend the regular management meetings and report on the front desk function.
• Greet and manage new patient intake which includes creating a comfortable environment, check-in, paperwork completion and verification, collecting all payment and scanning and updating patient information (insurance, ID, etc.)
• Ensure all patients are appropriately processed at the end of treatment
• Maintain charts in an orderly fashion and ensure accuracy.
• Answer incoming calls with-in two rings and make cold calls while taking notes or messages
• Consistently offer the highest level of personalized customer service while maintaining a positive, enthusiastic and helpful attitude

CAPABILITIES/KEY COMPETENCIES

• Leader with ability to inspire others to reach their full potential
• Strong coaching skills
• Multitask in a fast-paced environment
• Exceptional interpersonal skills to quickly and effectively connect with patients and staff
• Entrepreneurially oriented, driven to succeed and a commitment to achieve results
• Self-starter who can work independently and as a team within existing processes or operate effectively with ambiguity
• Ability to overcome objections with confidence
• Coordinate and balance needs of the patient and the clinic
• Strong oral and written communication skills
• Plan, organize, prioritize and streamline skills
• Team orientation and strong collaborator
• Present self in a professional and positive manner in attitude and appearance at all times
• Ability to maximize and apply internal systems, processes, and platforms
• Understand, align with and communicate the clinics mission, vision, and values
• Desire to define and take massive action to accomplish your own personal, professional and financial goals

EDUCATION & EXPERIENCE

• 2-3 years work experience in reception, sales, customer service or related field preferred
• Experience in a multi-physician practice preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10-15 pounds. Occasional travel to local meetings and training may be required.