Job Title: Front Desk Team Lead
Reports to: Office Manager
Summary: CNY Fertility is a renowned fertility center offering advanced treatments like IVF, IUI, and egg freezing. With a patient-centered approach and cutting-edge technology, we support individuals and couples on their journey to parenthood. The Front Desk Supervisor will be responsible for overseeing the daily operations of the front desk staff. Duties include greeting and directing patients, managing check-ins and check-outs, and aiding patients. The Front Desk Supervisor will also ensure that all customer service standards are met and that all patients have a positive experience.
Required Duties and Responsibilities include the following. Other duties may be assigned.
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Check in patients for provider follow up talks, provider consults, pre-admission testing, follow up surgeries, blood work and ultrasounds, OR procedures, transfers, and any other clinical appointments.
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Have patients sign and fill out consent forms and financial documents when necessary
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Collect co-pay payments from patients and balances for upcoming appointments
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Keep track of all patient’s whereabouts
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Maintain the lobby including supplies and cleanliness
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Escort male patients to the collection room when needed
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Collect semen samples from patients and deliver them to the lab immediately
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Assist clinical staff with cleanup of patient rooms when needed
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Check for incoming faxes and attach them to the appropriate patient charts
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Escort OR procedure patients and consult follow up talks to the proper rooms
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Constantly keep the nurses and providers aware of the arrival of patients and any appointment changes
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Prepare charts for the following day by printing consents and financial agreements
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Maintain full waters, coffee, and tea throughout the day
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Properly opens and closes the front area each day according to standard operating procedure
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Balance the drawer at the end of each shift and close it out
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Prioritizes work efforts and tasks for staff
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First line of escalation and questions within team
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Primary trainer for new staff, communicate needs for additional training
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Ensure patients are treated with care and compassion by team
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At the same time, ensure staff is treated with respect by patients and other staff
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Be hands-on with working daily assignments associated with your team
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Make sure the team is running effectively day to day
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Patient correspondence; communicating and resolving issues directly with patients
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Communicates changes in workflows and processes
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Monitor team performance and report on metrics to manager(s)
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Conflict resolution and coaching when necessary
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Listen to team members’ feedback and follow up
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Help to ensure guest safety. Report accidents immediately to your supervisor
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Wear proper uniform and maintain a high standard regarding personal appearance as outlined in the employee handbook
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or general education degree (GED); required experience in health care management, fertility setting plus.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge, Skills and Other Abilities:
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Excellent oral and written communication skills.
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Excellent computer literacy.
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Ability to multitask in fast paced environments.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
There is some risk of exposure of bodily fluids or contagious diseases.
Weekend and holiday rotation is required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands; reach with hands and arms and talk or hear. The employee is occasionally required to sit.
- Flexible spending account
