Lead - Front Office Medical Receptonist

Job Summary:

Oversee the day-to-day operations of the front office area in the site assigned to. This position ensures efficient and productive front office operations. This position supports the front desk team with any tasks needed. This is accomplished through maintaining and upholding established patient care standards, operational processes, and employee policies along with effective communication with staff and a commitment to superior customer service.

Education and Experience:

· High school diploma or equivalent

· Aesthetic experience or license preferred

· 2 years of experience working in a medical or medspa office front desk role

· 3 years of customer service experience

· Excellent organizational and time management skills

Knowledge, Skills and Abilities:

· Familiar with EMR systems and/or ability to train effectively on EMR systems.

· Maintain confidentiality of all providers, staff, and patient information.

· Meticulous attention to detail.

· Excellent verbal and written communication skills.

· Ability to work as a team member.

· Ability to work under pressure and react effectively in all situations.

· Strong communication, problem-solving, and organizational skills.

· Can adapt to change in a positive manner.

· Ability to adhere to policy and procedures during all activities.

Essential Job Functions:

· Supervise Front Office Staff:

o Oversee the day-to-day activities of the front desk staff ensuring the highest level of productivity.

o Continuously monitor the functions of the front office team to proactively identify areas for improvement.

o Assist with on-boarding and orientation for new staff.

o Travel as needed.

o Manage call outs and adjust schedule as needed.

o Stay up to date on all CDC policies and procedures and ensure staff is following them accordingly.

o Functions as a liaison between the front staff and clinical site lead to ensure effective patient flow and satisfaction.

o Help address patient concerns and aim to solve, uplevel to manager if needed.

o Serves a role model and a resource.

o Ensure staff morale remains positive and is supportive of changes within the Center.

o Participate in meetings as their supervisor or other administration deems appropriate.

· Answering the Telephone:

o Answer phone calls promptly and address patient concerns clearly, efficiently, and correctly.

o Return phone calls left on office voicemail in a timely manner.

· Check – In:

o Greet patients in a professional, courteous, and friendly manner.

o Verify that all demographic and insurance information is current and accurate.

o Scan in and update any needed ID cards and insurance cards updating the information as needed.

o Check eligibility on all insurance plans, making sure to review discrepancies and update as needed.

o Select current copay, deductible, and coinsurance amounts to be collected. Notify billing group of any patient payment related concerns.

o Ensure that each patient has a sticky note template in EMA.

o Distribute paperwork to patients and check them over to ensure that required fields are completed properly. Update any new information and scan information into system.

o Perform all other duties, as required.

· Check – Out:

o Check-out patients in a pleasant and professional manner.

o Schedule return appointments accurately and within the requested time frame.

o Collect any fees for service including balances, copays, and coinsurance. Notify billing regarding any issues with collecting payment.

o Ensure patient satisfaction.

o Review and close out recalls.

o Perform all other duties, as required.

· Cosmetics:

o Must be able to learn about retail products and cosmetic treatments. Verbiage in the front MUST match what the providers are saying in the back.

o Must be able to work out of multiple software systems. We utilize EMA, along with membership programs such as ALLE, CareCredit, and Aspire. Payment software systems PayJunction and ModMed Pay.

o Ensure that all prescription logging is being completed.

o Hydroquinone 4%

o Compounded Emulsion (Hydroquinone 8%, Kojic Acid 4%, Tretinoin 0.025%)

o Renova 0.02%

o Obagi Tretinoin 0.05%

o Obagi Tretinoin 0.1%

o Upneeq Eye Drops

o Latisse 3ml

o Latisse 5ml

· Additional Duties:

o Oversee inventory management to ensure physical inventory matches system, proactively flag when additional inventory is needed, and ensure current inventory levels are appropriate to avoid large quantities expiring without being used/sold.

o Monitor provider schedules for accuracy and monitor rescheduling of appointments for assigned site.

o Work on recalls for patients to assign them to appointments and close them out.

o Notify appropriate manager for needed supplies.

o Balance daily individual and location collection batches for services provided.

o Settling batches daily out of multiple systems.

o Clean and organize the front desk space.

o Wipe down all surfaces daily.

o Assist in general office duties, as needed.

Physical Capabilities:

· Ability to lift a minimum of 50 pounds dead weight depending on the individual’s work assignments daily.

· Ability to frequently bend, stoop, kneel, and reach above shoulders depending on the individual’s work assignments daily.

· Ability to sit and/or stand for extended periods of time, a minimum of eight hours a day, depending on the individual’s work assignments daily.

· Ability to see, hear, speak, interact, read, write, and type sufficiently to perform the essential functions of the position.

· Must be independently mobile on all surfaces and situations depending on the individual’s works assignments daily and be able to move safely about the work area.

· Must be able to respond to emergency situations as needed, including lifting ability needed for patient safety.

· Must have bilateral use of hands for repetitive fine manipulation.

· Must have the physical stamina to work at least eight hours per day.

Environmental/Working Conditions:

· Work is performed in a medical office environment. Work involves frequent contact with staff and the public. Work may be stressful at times. Contact may involve dealing with angry or upset people.

· Exposure to communicable diseases, blood and body fluids, toxic substances, medicinal preparations, and other conditions common to a physician’s office environment.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as needs evolve.

This role requires an experienced individual who is solutions oriented, maintains a positive attitude in the face of change and challenges, has experience working in the aesthetics industry, and leads by example.