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, Wed, Thur 8am-6pm; Tues 9am-7pm; Friday 7am-12:30pm

POSITION SUMMARY

As the Front Desk lead, 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 practice’s values.

PERFORMANCE OBJECTIVES

Ensure patients don’t 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 Provider’s 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.