Clinic Leader-MIORA Performance + Longevity

The Clinic Leader at MIORA Performance Longevity is responsible for overseeing patient acquisition efforts and managing the front desk team to ensure exceptional patient service and clinic operations. This role involves conducting complimentary consultations, educating prospective patients about MIORA's services, and scheduling appointments. The Lead Concierge will manage front desk staffing, maintain efficient workflows, and act as the primary liaison between patients and the clinic. They play a critical role in ensuring an optimal patient experience, driving patient engagement, and are accountable for clinic performance and achieving sustainable growth targets.

Job Duties/Responsibilities

Team Leadership & Business Performance:

• Supervise and lead the front desk team, ensuring all members provide excellent customer service and perform their duties efficiently.
• Mentor front desk staff by providing feedback, support, and guidance on handling patient concerns and managing daily responsibilities.
• Establish and maintain a high standard of customer service by ensuring that all patient interactions are professional, welcoming, and solution-focused.
• Develop staff schedules, ensuring proper front desk coverage during clinic hours, peak times, and special events.
• Lead and monitor clinic-wide performance metrics, including patient outcomes, staff productivity, and clinic profitability.
• Collaborate with the Corporate MIORA team to implement strategies that align clinical operations with the center’s financial and operational goals, including meeting & exceeding revenue and EBITDA targets.

Front Desk Operations Oversight:

• Monitor the day-to-day activities of the front desk to ensure smooth and efficient operations, including patient check-ins, check-outs, and appointment scheduling.
• Ensure the front desk area remains organized, clean, and fully equipped to create a welcoming environment for patients and visitors.
• Implement and maintain standard operating procedures for the front desk team to enhance workflow efficiency and patient satisfaction.
• Troubleshoot and resolve any operational issues that arise, escalating complex concerns to the appropriate department or leadership.

Appointment Scheduling & Coordination:

• Act as the primary scheduler for patient appointments, including initial consultations and follow-ups, using the clinic’s Electronic Medical Record (EMR) scheduling system.
• Confirm appointments with patients via phone, email, or text, and handle rescheduling requests promptly.
• Coordinate with medical providers to ensure that the appointment schedule runs smoothly, minimizing wait times and managing patient flow efficiently.

Administrative Duties:

• Collaborate closely with vendors to address and resolve any issues related to clinic operations, ensuring seamless communication and timely solutions.
• Act as the primary point of contact for troubleshooting and resolving any clinic-related challenges that arise, working with vendors, staff, and other stakeholders to ensure swift resolutions.
• Remain accessible and responsive to clinic needs, providing assistance and leadership whenever operational or logistical issues require immediate attention.
• Oversee the management of patient records, ensuring that all information is accurately entered into the clinic’s systems, including appointment schedules and patient communications.
• Assist in managing inventory for the front desk, ensuring that supplies are ordered and restocked as needed to support daily operations.
• Contribute to broader administrative tasks as required, including report generation, data analysis, and supporting special projects.

Collaboration and Team Support:

• Act as the liaison between the front desk team and clinic leadership, ensuring consistent communication regarding patient concerns, scheduling, and front desk operations.
• Work closely with healthcare providers and administrative staff to ensure a coordinated approach to patient engagement.
• Participate in team meetings and contribute to the development of strategies to improve patient acquisition and retention.
• Provide feedback and insights to help refine and enhance the clinic’s service offerings.

Minimum Required Qualifications  

• Excellent communication and interpersonal skills, with the ability to engage effectively with potential and current patients.
• Strong sales and negotiation skills, with a proven track record of meeting or exceeding sales targets.
• Exceptional organizational skills and attention to detail, with the ability to manage multiple tasks and priorities.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to maintain confidentiality and handle sensitive information with professionalism and discretion.
• Empathy and a patient-centric approach, with a commitment to providing high-quality service.

Education:

• High school diploma or equivalent required
• Associate's or bachelor’s degree in a related field preferred

Years of Experience:

• Minimum of 2-3 years of experience in a clinical setting, preferably in integrated healthcare or a related field.

Preferred: 

• Previous experience in sales, customer service, or a healthcare setting is highly desirable.
• Strong knowledge of integrated healthcare principles, wellness programs, and patient education.