FRONT DESK COORDINATOR

Title: Front Desk Coordinator Division: Administration

Reports to: Front Desk Lead  Pay Type:  Hourly

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 coordinator for the front desk, this position is usually the first and last interaction a patient or guest has with the practice, displaying the brand value and reputation is of highest importance. The position ensures efficient patient flow within the practice and maintains a full appointment schedule.

As Front Desk Coordinator, this position is responsible for welcoming all new and existing patients and guests to the practice, managing the check-in and check-out processes of the practice for all patients.

The coordinator will familiarize themselves with the practice’s payment plan policies and communicate all options appropriately to patients at time of service and is responsible for maintaining the reception area in a way that is consistent with the practice’s Core Values. 

Front Desk Job Responsibilities:

• Greeting and checking in all patients and guests to the practice.

• Directing calls, Answering patient questions and scheduling appointments.

• Appointment confirmations.

• Receiving all incoming mail, phone messages, and email.

• Reports to lead on the status of appointment schedule,  any patient challenges or complaints, likewise, maintains and documents all patient testimonials.

• Verifying patient Insurance within the deadlines required by the practice.

• Oversee the Weave messaging system.

• Follow up on all fees due at the time of service.

• Help to keep the Optometrist(s) on schedule and maintain efficient patient flow.

Competencies:

Demonstrates Our Core Values
As the first point of contact, the Front Desk Coordinator (FD) must consistently display behaviors that align with the core values of the practice.

Hard Work – We show up fully, give our best, and follow through with excellence.

Enthusiasm – We bring positive energy and purpose to our work each day.

Self Drive – We take initiative, solve problems, and make smart decisions independently.

Compassion – We lead with empathy and kindness, always showing others that we truly care.

Communication Skills
Must be able to effectively communicate with our patients the practice brand and all our products and services.  Communicating in a manner by which the individual understands technical terminology in layman language is essential.

Sales Skills
Expected to possess a high degree of influential sales skills, but not in the traditional sense. Communicating the practice/doctor’s stories and then gaining commitment is the primary focus. The ability to effectively communicate the practice mission and services is required.   

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
Should be patient focused and display a desire to work within the practice’s core 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.

Detail Orientation
Must have the ability to maintain a high level of detail orientation despite frequent interruptions. Accuracy and diligence regarding 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.