Front Desk

About the role

The Front Desk Associate plays a crucial role in managing various front desk duties in a medical aesthetics environment, ensuring smooth patient flow, exceptional customer service, and efficient administrative support to the aesthetic providers.

Responsibilities

• Patient Management: Check patients in for their appointment, obtain patient consents, and enter patient information accurately into the EMR/scheduling system. Alert healthcare providers upon patient arrival and ensure timely rooming of patients. Assist in patient comfort by numbing if necessary and preparing them for their appointments. Check patients out of their appointment and ensure they are satisfied upon leaving the practice.
• Administrative Duties: Manage incoming calls, direct them appropriately, and monitor voicemail, ensuring timely responses or escalation as needed. Collect payments while adhering to HIPAA compliance standards. Handle deposits if necessary. Enter treatment invoices into the Point of Sale (POS) system and log points in rewards programs. Become proficient in the EMR system, ensuring accurate scheduling, message responses, and clinician calendar management. Book and reschedule patient appointments, confirm appointments 24 hours in advance, and monitor the waitlist for scheduling optimization. Follow up with patients who miss or cancel their appointment.
• Facility Maintenance: Perform opening and closing duties, including cleaning the front lobby area, patient rooms, and maintaining cleanliness standards. Ensure the availability of amenities such as coffee and manage laundry and trash disposal. Assist with inventory management and restocking of supplies as needed.
• Customer Service and Communication: Provide excellent customer service with a focus on patient satisfaction, addressing inquiries, and concerns promptly and professionally. Communicate client concerns to management, participate in problem resolution, and implement preventive measures. Collaborate with healthcare providers and other team members to ensure seamless patient experiences.
• Professional Development: Attend work events, training sessions, and staff meetings to stay updated on industry trends, services, and products. Maintain confidentiality of patient information and uphold HIPAA compliance standards at all times. Participate in teamwork environment during designated time or downtime.

Qualifications

• A high school diploma or equivalent required; additional education in healthcare administration or related field preferred.
• Previous experience in a healthcare or medical aesthetics setting preferred.
• Customer service oriented; focusing on patient satisfaction and retention.
• Proficiency in using EMR/scheduling systems, POS systems, and Microsoft Office Suite preferred.
• Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Knowledge of medical terminology, aesthetics services, products, and ingredients is preferred.
• Ability to work effectively both independently and as part of a team.

Understanding specials

• Attend work events, training sessions, and staff meetings to stay updated on industry trends, services, and products.
• Review selling points of treatments and retail products that are being highlighted/featured/on promotion for the month so they can better recommend treatments and products to clients.
• Contact patients who have not rebooked for their next appointment following their consultation or treatment visit.

Working Conditions

• Prolonged periods in a stationary position; must be able to remain in a stationary position up to 50% of the time.
• The person in this position occasionally needs to move about inside the office to access equipment, etc.
• Uses hands/fingers to operate computers and other office machinery, such as calculator, copy machine, and computer printer.
• May need to stoop and kneel to access files, or other equipment.
• The person in this position needs to be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The person in this position may need to move, transport, position or lift boxes weighing up to twenty pounds across the office for various needs.

Schedule

Approximately 24 hours per week
Monday: 9:00 AM – 5:00 PM
Wednesday: 11:00 AM – 7:00 PM
Friday: 9:00 AM – 5:00 PM