Front Desk Coordinator/Reception

The key functional responsibility of the Front Desk Coordinator is to manage the first impression of the practice for all patients and guests. As the Front Desk Coordinator is the usually the first interaction a patient or guest has with the practice, displaying the brand value and reputation is of highest importance.

The Front Desk Coordinator is responsible for welcoming all new and existing patients and guests to the practice. This may occur via front desk reception, telephone, email, etc. The Front Desk Coordinator ensures efficient patient flow within the practice and maintains a full appointment schedule.

The Front Desk Coordinator will check-in and check-out patients and be responsible for collection of patient fees at time of service.

The Front Desk Coordinator is responsible for maintaining the reception area in a way that is consistent with the practice’s brand.

Job Responsibilities:

• Initiate an exceptional patient experience
• Greet all patients and guests to the practice
• Answer the telephone and direct incoming calls
• Schedule appointments and maintaining a full appointment schedule
• Keep the Optometrist(s) on schedule and maintaining efficient patient flow
• Appointment confirmation and recall reminders
• Receiving all incoming mail
• Reports to management/leadership on the status of appointment schedule
• Reports to management/leadership any patient challenges or complaints, likewise maintains and documents all patient testimonials
• Perform other duties as required

Competencies:

Frequent Interaction with Others
Must demonstrate the ability to manage multiple interruptions on a continual basis, always maintaining friendly interactions with team members, patients and guests of the practice.

Customer Orientation
The Front Desk Coordinator should be patient focused and displays a desire work within the practice’s brand values to deliver exceptional customer service.

Team Player
Exhibits the ability to work well within the team environment, supporting all members of the team in delivering on the patient experience.

Brand Championship
As the first point of contact, the Front Desk Coordinator must consistently display behaviors that champion the brand value proposition of the practice.

Detail Orientation
Must have the ability to maintain a high level of detail orientation despite frequent interruptions. Accuracy and diligence with regard to patient records, scheduling and file maintenance is required.

Pace of the Environment
Must be able to work at a fast pace.Effectively handling multiple tasks at one time, focusing on patient flow and experience.

Supervision

Under supervision of the Office Manager. Must be able to complete duties without close supervision.

Confidentiality

Will be exposed to confidential information disclosure of which would be contrary to the best interest of the organization and professional ethics.