Front Desk

Patient Management

• Check patients in for their appointment and obtain patient consents and enter patient information accurately into the EMR/scheduling system.
• Promptly alert healthcare providers upon patient arrival and ensure timely rooming of patients.
• Absorb numb if necessary and prepare patients 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.
• Maintain email accounts, respond accordingly, and escalate issues when necessary.
• Notify management of facility management issues, including cleanliness, safety, infection control, internet connectivity, and maintenance of equipment and supplies.

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.
• Aid in 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.

Marketing and Outreach

• During designated time or down time: Reach out to new leads through call or SMS.
• Reach out to follow up list provided by providers.
• Review list of clients who cancelled in the last 2 weeks who have not yet rescheduled and get them on the books.
• Review list of clients who did not rebook at the end of their appointment in the past 2 weeks and get them on the books.
• Obtain list of lapsed clients from Aspire, Alle, or practice manager, and notify them of lapses and any current promotions.
• SMS outreach to clients who indicated interest in treatments that are currently on promotion and get them on the books.
• 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.
• Review specialty & "best known for" treatments for each provider so they can better recommend providers to clients on the phone or in person.
• Aid in filming providers if they need help.
• Proactively reach out to new leads and clients who have not been into the practice in 90+ days.
• Contact patients who have not rebooked for their next appointment following their consultation or treatment visit.