Medical Front Desk Full Time

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:
• Formal Education and Job-Related Experience:
• 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.

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