Medical Front Desk

Medical Front Desk

Acknowledging the uniqueness of each patient's health journey, Strata Med's concierge medicine steps beyond the time-limited engagements found in conventional clinics. We provide collaborative and long-term strategies to address current ailments and promote a healthier future. Through this patient-centric and collaborative approach, we aim to be a steadfast partner in navigating the path to better health and well-being.

As we expand our operations, we are seeking a motivated and organized individual to join our team as a Patient Services Representative at the front desk. This role is not only about managing patient interactions but will evolve into a Member-Facing Associate as we establish a specialized communication center for our member later this year.

Essential Functions:

• Greeting and assisting patients at the front desk, ensuring a welcoming and positive experience.
• Ability to effectively present information and respond to questions from managers, team members, members, patients, and the general public.
• People-oriented with an ability to adapt / respond to different types of personalities; good problem-solving skills.
• Ability to multi-task, prioritize and manage time effectively.
• Manage incoming calls, schedule appointments, and provide information about our services.
• Verify patient information and insurance details for accurate record-keeping.
• Collaborate with other departments to streamline administrative processes.
• Understands and possesses a high degree of confidentiality and discretion; awareness of the importance of protecting same.
• Must effectively manage HIPAA and related compliance regulations.
• Servant leadership mindset with a focus of putting patient's/member's needs first.
• Provides guidance and assistance to patients/members in navigating services, programs, and appointments.
• Becoming a subject matter expert on our services and Memberships.
• Proactively identifying opportunities to enhance the patient and member experience.
• Working closely with cross-functional teams to address patient/member needs promptly.
• Participating in the setup and launch of the specialized communication center for members.
• Embracing new challenges and contributing to the growth and success of the member services team.
• Continuous monitoring of office and lobby spaces for cleanliness, tidiness, and availability for promotional collateral.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Follow company processes accurately and efficiently; adherence to policies, procedures, and culture.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.
• Performs other duties as assigned.

Additional Duties and Responsibilities:

• Extensive knowledge of our Membership programs.
• Handling member inquiries and resolving concerns via phone and email.
• Providing personalized assistance to members regarding healthcare benefits and services.
• Regularly touch base with members throughout the course of their membership to ensure satisfaction and address any evolving needs or concerns.
• Participating in ongoing training to stay updated on healthcare policies and services.
• Contributing to the development of member-focused initiatives.
• Inquiry Log Management:
• Lead sheet to track potential members and inquiries.
• Following up promptly to support in converting leads into memberships.
• CRM Management:
• Accurately input member information into Customer Relationship Management system.
• Utilize CRM to track member preferences, appointment history, and other relevant data for personalized service delivery. Excellent written and oral communication skills with a high degree of diplomacy and team involvement. Needs to be both analytical and detail oriented.
• Passion for holistic approaches to integrative and functional medicine.
• A welcoming, empathetic, and supportive demeanor for patients, members, and team.
• Ability to adapt to evolving responsibilities and embrace change.
• Must be able to understand medical, spa and wellness related terminology including the various treatment modalities, equipment, and products.
• Quality focused, organization, time management, teamwork, and mission driven.
• Must be a confident communicator. Tact, empathy, and self-discipline are traits required.
• Must have patient-centered customer service skills with excellent multitasking abilities, problem-solving, organizational, and planning skills.
• Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations.
• Proficient computer skills and ability to learn database and patient scheduling systems, including EMR's, and MS Office, with a high level of data entry proficiency.
• Ability to be proactive and resourceful in attending to unanticipated situations; a quick learner, eager to help develop and evolve procedures.

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

Minimum Knowledge & Skills:

• High school diploma or equivalent; associate degree in healthcare administration is a plus.
• Previous experience in a healthcare or customer service role.
• Excellent communication and interpersonal skills.
• Strong organizational abilities and attention to detail.
• Customer service experience required, preferably related to a high-volume healthcare, hospitality, or service-related industry; strong preference for healthcare sales and/or marketing experience with progressive responsibilities.

License, Registration, and/or Certification Required:

• HIPAA Knowledge/ Certification
• Driver's License

External and Internal Personal Contact:

Communications Daily: Verbal and Written. Participate in one-on-one team and peer communication through face-to-face, email, text, phone methods.

Weekly: Participating in meetings; Consulting with others.

Occasionally: Participating in meetings.

Teamwork & Collaboration: This job is a participant in the departmental work team with responsibility and accountability for team activities. This position requires continuous teamwork as well as internal and cross-departmental communication.

Travel: May be necessary for training purposes, as needed.