Pinnacle Fertility is the nation's fastest-growing physician-centric fertility care platform, supporting more than 25 high performing fertility clinics and comprehensive fertility service providers nationwide. Under a united mission of fulfilling dreams by building families, Pinnacle clinics offer innovative technology and processes, compassionate patient care, and comprehensive fertility treatment services, ensuring families receive a high touch experience on their path to parenthood.

We are looking for a Front Desk Supervisor to join our growing team in Westerville, OH. This will be a full-time position. As a Front Desk Supervisor, you will play a pivotal role in ensuring the smooth and efficient operation of our front office. Your responsibilities will encompass a wide range of tasks aimed at delivering exceptional customer service and maintaining effective administrative processes.

We are seeking a Front Desk Supervisor to join our dedicated team at RGI. This is a full-time position, working Monday - Friday schedule.

Responsibilities:

• Track phone statistics to ensure timely responses; counsel employees if necessary.
• Monitor bounced-back emails throughout the day.
• Address dashboard messages promptly; strive for an empty inbox by the end of each day.
• Approve End of Day (EOD) for all FO staff; provide counseling for consistent non-compliance.
• Run and handle the Missed Appointments Report daily, including weekends.
• Check NDPS for Baseline & PreArt Appointments; ensure accurate billing notes and follow up as needed.
• Sign out patients from the previous day's appointments promptly.
• Respond to patient requests via the portal and SMS in a timely manner.
• Monitor and manage Telemed Appointments, ensuring adherence to portal requirements.
• Have constant awareness of Physicians' schedules; fill gaps, move patients, and manage the waitlist.
• Conduct weekly FO meetings via Teams with a scanned agenda; record and follow up with absentees.
• Conduct bi-weekly manager's meetings and provide updates on FO activities.
• Interview and schedule shadowing for new FO employees; oversee onboarding processes.
• Lead the hiring, firing, and evaluation processes for FO employees.
• Monitor NP & Restart Phone Calls for each FO employee through call recordings; provide feedback.
• Track points for call-offs and tardiness; counsel employees as needed.
• Approve payroll for both yourself and FO staff.
• Handle write-ups for FO employees, maintaining documentation for HR.
• Train new hires comprehensively, covering phone etiquette, NDPS, EOD, scheduling, and sensitivity training.
• Oversee training at specific locations if required.
• Handle incoming calls efficiently, ensuring a prompt response.
• Merge duplicate accounts as needed.
• Task FO with providing quotes for IUI and DX.
• Approve PTO, ensuring adequate office coverage.
• Update holiday schedules, manage complaints, and handle administrative tasks associated with employee exits.
• Support marketing initiatives by actively participating in the creation and execution of promotional campaigns and strategies.
• Other job related duties as required by the business.

Requirements:

• Bachelors’ Degree or equivalent combination of education and experience
• 1-2 years' experience in customer service leadership.
• Women’s or reproductive health care experience desirable
• Ability to access, input, and retrieve information from a computer. Ability to use office machines (i.e. computer, fax, copier, etc)
• Ability to remain calm in stressful situations.
• Ability to communicate accurately and concisely.
• Excellent interpersonal skills.
• Excellent customer service skills
• Previous experience or a strong interest in social media management, marketing, or event coordination is preferred.

Benefits:

• Comprehensive compensation package
• Competitive Medical, Dental, and Vision Plans
• Paid Time Off to enjoy “you” time
• Career development and cross-training opportunities
• 401k Match

Diversity & Inclusivity:

At our company, we serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we acknowledge and value the diversity of our patients, we also actively celebrate diversity within our organization.

We are an equal opportunity employer, and we are committed to a safe and inclusive work environment for all. We recognize that diversity among our team allows us to not only more effectively serve our patients, but also to advance innovation and opportunity within our field. We encourage qualified applicants of every background, ability, and life experience to apply to our employment opportunities.