Job Title: Front Desk Coordinator Department: Front Desk/Administration

Daily Tasks

• Function as the “face of the practice”, providing excellent customer service to any and all who contacts Chicago Sports Orthopedics.
• Prepare for clinic as explained in the Front Desk Manual, keeping all patients organized and facilitating the check in/check out process.
• Addressing any fax server issues and insuring the proper cataloging and assignment of incoming faxes
• You will be responsible for promptly answering all calls (with a smile! J that come to the Front Desk while you are in the office, and promptly returning any voicemails that may be received while you (or other staff members) are on other calls.
• Screen all calls, making sure that it is truly something that is outside of your scope, and you cannot assist with. (i.e., surgery scheduling, an insurance company calling for the billing department, etc.)
• You will assist in the scheduling of all new patients and follow ups, making every effort to schedule the patient at their requested times.
• Monitor ChronicCall for phone lag times, hold times, answered calls vs. non-answered calls. Weekly reports to be managed with Practice Administrator
• Manage the ChicagoSportsOrtho@gmail.com account, responding to e-mails within 24 business hours, organizing folders, and making the providers aware of any communication that requires their direct response.
• Oversight of all front desk personnel insuring that all office policies and protocols are followed and maintained.
• First responder for all patient complaints, addressing their concerns in an empathetic manner.
• Make sure that the Front Desk area & lobby, neat and free of clutter, all furniture and equipment are straightened, all areas are free of garbage, and all HPI is kept out of public view.
• Oversee front desk area to make sure that all staff members are HIPAA compliant, and all conversations are appropriate in content and volume.
• Making sure that all patient copays, previous balances and items purchased (DME items, PT therapy items, etc.) are collected and posted properly.
• Review of the physician office schedule and addressing any overbooking, under booking and breaks in schedule to facilitate a smooth patient flow.
• Providing administrative support to the providers, including returning calls, copying, scanning, reviewing documents, etc.
• Coordinating the completion of paperwork needed for patients, i.e.. Additional information needed for approval of visits, making sure they have effective and proper referrals.
• Facilitate and assist with updating Front Desk Manual.
• Maintaining petty cash, recording all instances that petty cash accessed to make change.
• Promptly and properly turning the answering system on during business hours, and off as soon as we close.
• Any other duties and/or special projects as assigned by supervisors or management.

Expectations

• This position requires a reliable, highly organized person with excellent communication and strong computer knowledge.
• This position is very detailed and involved.
• You are expected to stay on top of your assigned duties at all times.
• Primus Orthopedics is a team-oriented environment, which means never saying “that is not my job” or “I don’t know”. Everyone takes the approach of fantastic customer service at all times. If someone asks you a question that you don’t know the answer to (patients and other employees alike), you are expected to always courteously point them in the right direction or research the proper response.
• It is expected that you will follow the procedures as outlined in the Front Desk Manual, making the Office Manager aware of any changes or corrections needed, or suggestions for improvements.
• It is expected that you will be responsible for all administrative duties as they relate to the clinic and maintain open communication with the Providers, as well as all other departments.
• It is expected that you understand that your scheduled hours may require flexibility on occasion due to clinic needs, or for the accommodation of monthly staff meetings, or other events determined by management.
• It is expected that e-mails and voicemails be returned within 24 hours, during business hours.
• If the response needs more follow up, you are expected to respond to the e-mail or voicemail, to let them know when to expect an answer.
• It is expected that you will help grow the practice by going above and beyond to maintain current patients, as well as assist with everyday marketing, as well as possible outside marketing assignments.
• It is expected that while you are on the clock, you will be present at the Front Desk, if you have to leave the front desk area, it is expected that you will notify the other staff, make sure someone is covering the phones at all times, and let them know when to expect your return.
• You are expected to confer with the office manager directly to report any issues, suggestions for procedure improvements or any other concerns.
• You are expected to attend any continuing education seminars, workshops or webinars requested by Primus Orthopedics.
• You are expected to step in where needed for coverage, in and outside of your department if necessary.
• You are expected to be a team member, outgoing and goal focused toward the success of the practice, by keeping a professional and friendly attitude at all times.

Physical Requirements

• This position may require some physical exertion while assisting with patients.
• Employee must be able to bend, stoop or kneel in order to assist with patient care, move and maintain equipment.
• Employee must be to grasp, move or assemble objects.
• Employee should be able to carry 5-10 lbs. in order to transport packages to other departments.