This individual is passionate about the aesthetic industry, strives to be on the forefront of the industry, loves working with all staff to support patient visits, educate patients, create long-lasting relationships, work in a team environment, and serve as a brand ambassador. Must be outgoing, efficient, self-sufficient, and display strong organizational skills, innovation, attention to detail, ability to prioritize effectively and work in a fast-paced environment, while interfacing with office staff, management, and most importantly patients. Leads with a positive spirit and polished professional appearance each and every day.
The Patient Services Supervisor is responsible for ensuring efficient operations of all guest and patient access points, including check-in (reception), check-out (close of visit), and phone and patient messaging communications (patient access). The primary focus is to create an exemplary experience for patients while ensuring work task objectives of the team are completed in a compliant fashion. Heavy emphasis is placed on achieving set benchmarks, team engagement, training, and development. In this role, the Supervisor is charged with implementing and managing improvement initiatives within the scope of patient services. In addition, this position must lead the department to uphold the company mission and vision while leading staff to perform at their highest level of excellence. All duties must be executed in a manner that upholds the practice's standards of excellence and in accordance with government, company, and employee handbook policies and procedures.
RESPONSIBILITIES
The essential functions include, but are not limited to :
PATIENT SATISFACTION
- Embrace and promote the practice's mission and vision, its culture, and the high expectations of quality patient care and service
- Coach staff to display genuine attitudes, show compassion, educate patients, and resolve conflicts with care and concern
- Uphold HIPAA confidentiality and privacy requirements at all times
- Communicate in a courteous and respectful manner with peers, patients, and vendors
- Greet all patients, visitors, and teammates without delay in a gracious manner, always with a smile
- Anticipate issues to circumvent challenges and deliver unsurpassed experience
- Ensure guest requests, inquiries, and concerns are addressed and completed in a timely manner
- Respond to patient satisfaction concerns by attentively contacting patients and coaching staff toward excellent customer service
- Continually monitor use of and engagement with patient loyalty programs to build brand loyalty and retention
- Ensure desk and phone activities run smoothly and communicate challenges or inefficiencies to the Plastics Director of Operations
- Develop and maintain positive relationships with existing and potential patients and vendors
OPERATIONS
Always approachable, good-tempered with a genuine demeanor and receives peers and practice visitors with a pleasant demeanor at all timesCreate a motivating environment of positivity, cooperation and respect for peers, providers, and patientsAssist staff members in the performance of their work task assignments including call-answer rates, patient check-in, patient check-out, patient scheduling, loyalty program utilization, and billing for services renderedConsistently demonstrate the ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessaryMonitor operational processes to ensure efficiencies are realized; must contributive to adjusting when necessaryDevelop, update, and maintain operational procedures in written form; utilize operational procedures manuals to appraise performance and train / mentor staffEnsure patient education material and pre-visit collateral is used in an appropriate mannerMaintain effective communications with personnel at all timesAttend and actively participate in leadership team meetings and relay appropriate information back to staff teamPrepare and conduct regular team meetings to keep staff current on operations, policies, and proceduresDemonstrate sound judgment by taking appropriate actions to solve patient and staff issuesEnsure the practices electronic medical records and patient communication systems are maintained properly and used in accordance to polices and proceduresReview / audit all End of Day paperwork and, as errors are discovered, shares that feedback with the appropriate staff member or leadership team member to enforce prescribed workflows and best practicesAnswers phone and electronic messages / needs in a polite and respectful manner; works hard to ensure priorities are set and deadlines are accomplished at all times throughout the operating yearAs needed, participates in the preparation of business activity reportsMaintain a clean and organized environment for self and staff; ensure a team comprised of high-functioning and top talent is employedSTAFFING & HUMAN RESOURCES
Participants in the recruitment, hiring, and training of new staff members to ensure a team comprised of high-function and top-talent is employedOversee new hire on-boarding and ensure training plans are implemented to support knowledge of the variety of patient access tasks including front desk operations, telephone skill / service, and patient portal communicationAssist staff performance appraisals consistent with practice policy (90-day, annual, and as necessary to ensure sustained performance)Participate in staff termination and off-boarding as requiredCreate and disseminate staff schedules in a timely fashion; adjust daily assignments and expectations as needed due to staffing level fluctuation while achieving balance between patient volume, patient communication needs, and provider accessAlways approachable, good-tempered with a genuine demeanor and receives peers and practice visitors with a pleasant demeanorCreate a motivating environment of positivity, cooperation and respect for peers, providers, and patientsEnsure patient education material and pre-visit collateral is used in an appropriate mannerPOLICY ADHERENCE
Adherence to company, federal, state, and locality-specific policies and proceduresDemonstrate knowledge and understanding of all company policies and procedures as they relate to your position and those of your teamUnderstand, abide, and enforce the employee handbookDemonstrate adherence to dress code standardsDemonstrate adherence to life safety practices standardsUphold strict confidentiality by abiding to HIPAA regulations and identity theft policiesPHYSICAL DEMANDS & WORKING CONDITIONS
Intermittent physical activity including walking, sitting, and lifting (Possible periods of prolonged standing and prolonged sittingWill be required to work evening hours and weekends monthlyCAREER PLANNING STATEMENT
As a manager of self, this individual will oversee completion of their daily tasks and projectsFuture opportunities include promotional pathways to oversee projects or team-based work with the potential to develop into other roles within the organizationWORK ENVIRONMENT Fast-paced office
OTHER DUTIES
Important to Note : This job description is not designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EOE Race / Color / Sex / Sexual Orientation / Gender Identity / Religion / National Origin / Disability / Vets, VEVRAA Federal Contractor.
We are a drug-free, equal-opportunity employer. Reference and background check required.
Salary : $25 - $27
