Medical Front Desk Coordinator

POSITION PURPOSE & SUMMARY

The Medical Front Desk Coordinator is a multi-functional front-line role responsible for providing support and information about the full-spectrum health and wellness activities and services offered by Strata Integrated Wellness (Strata) at the Garden of the Gods Resort and Club (GGRC). In this role, the right candidate is responsible for offering necessary assistance, guidance and support to members, guests, visitors and patients.

The Medical Front Desk Coordinator delivers professional, patient-centered services for a variety of wellness programs and services. They engage continuously with members, patients, guests, visitors, and vendors, as well various members of the Strata and GGRC teams, to deliver a world-class health and wellness experience for all. In addition, the Coordinator is responsible for answering phones, checking patients in/out, daily balancing, scheduling meetings, managing correspondence (routing inquires, addressing emails and other correspondence, and internal communications), and participating in clinical meetings, including daily rounds, department gatherings, and operational effectiveness reviews.

The Medical Front Desk Coordinator must continually present a high level of professionalism (one of the many faces of Strata), possess strong interpersonal skills, maintain a positive attitude, and remain calm under pressure. It is a dynamic, multitasking and patient-facing role key to the first impression - on the phone, via email, text, or in-person - and ultimate growth and success of Strata.

This position reports to Strata's Operations Manager.

ESSENTIAL FUNCTIONS

• Perform Welcoming & Guidance Services:

• Greet all visitors with a proactive and anticipatory service heart, using signature phrasing, and key touch points.

• Continuously exhibits a warm and welcoming, "glad you are here" demeanor.

• Quickly establishes a connection with members, guests, visitors and patients.

• Maintains a positive, empathetic, and professional attitude towards all at all times.

• Responds promptly to inquiries, conveying knowledgeable and clear information on the activities, services, and treatments available, in-person, on the telephone, and via email; knows our services inside and out so that questions can be quickly answered and understood.

• Demonstrates an ability to explain detailed concepts in a simple way, helping to ensure that members, guests, visitors and patients can make informed decisions and remain engaged with next steps.

• Ensures satisfaction and provides professional guidance and support.

• Promotes Strata Integrated Wellness and Spa, as well as the Garden of the Gods Resort and Club as a whole.

• Patient Services & Scheduling:

• Provides non-clinical administrative support for various aspects of Strata operations, including but not limited to:

• Patient Check-In/Out

• Collecting Payments for Services Rendered / Accurate Processing of Payments

• Creating, Processing, and Maintaining the Electronic Medical Records (EMR) System

• In Conjunction with Finance, Monitors and Tracks Point of Sale (POS) Inventory

• Scheduling and Confirming Appointments, Including Follow-Up Appointments

• Contacting No-Call / No-Show and Late Appointments to Ascertain Status

• Supporting Various Strata Administrative Functions and Related Services, as assigned

• Manage new client workflow to include initial portal setup; pre-visit electronic consent and intake forms; verifying patient documentation is complete in advance of visit, available for clinicians, and accurately maintained with contact details.

• Assist clients in completing documents and contact them whenever errors are discovered or in need of correction.

• Supports the clinical staff in scheduling appointments, laboratory tests, internal and external referrals.

• Enhances the patient experience through proactive patient engagement related to practice inquiries, scheduling creativity, appointment management, and integrated wellness services.

• Distribute, monitor, and track patient experience surveys for process improvements and enhanced patient satisfaction.

• Liaise with other departments and provide support to them.

• Administrative & Office Duties:

• Interacts with members, guests, visitors, and patients in-person and via phone, email, online chat, or text.

• Promptly and professionally answer questions a member, guest, visitor, or patient may have.

• Responds to and resolves problems and complaints; escalates to the appropriate member of the management team, as needed; keeps records of interactions, transactions, comments, and complaints.

• Opening and closing procedures, including continuous monitoring of office and lobby spaces for cleanliness and tidiness and availability of promotional collateral (business cards, service line materials, retail supplies, etc.).

• Monitors promotional collateral and marketing materials; shares feedback regarding engagement, content, and inventory; provides feedback on the efficiency and effectiveness of the customer service process.

• Process orders, forms, applications, and requests as needed; handles inquiries about deliveries.

• Communicate and coordinate effectively with internal departments and colleagues, as necessary.

• Participates in team meetings and operational working groups to optimize engagement.

• Attention to detail, quality focused, organization, time management, teamwork, and mission driven.

• Follow company processes accurately and efficiently; adherence to policies, procedures, and culture.

• Performs other duties as assigned.