The principal role of the Front Desk Lead is to place a focus and support objectives released by the Administrative Director on the establishment, stability, and maximization of the Talking Tadpoles administrative department as it relates to processes for customer service and attendance.
The Front Desk Lead is responsible for assisting the Administrative Director in training, providing primary and secondary solutions/support for client-facing concerns/challenges, and improving the efficiency of tasks related to interfacing with patients at the front desk from referral to discharge.
The Front Desk Lead role reports to the Operations Director.
Expectations and Roles: - Perform duties of the Office Coordinator role as part of support and/or coverage:
- Delegation to Office Coordinators for duties associated with OC role is permitted after coordination with Administrative Director on departmental priorities/objectives
- Provide initial and ongoing training in company policies and procedures for location office coordinators through shadowing/observation, dynamic coaching, and Q&A format, as needed
- Participate in recurring meetings with the Administrative Director to review concerns, metrics, and support needs for individual locations
- Identify, and resolve or escalate, potential challenges identified in the workflow in productivity software and/or the company EMR
- Partner with Administrative Director to assess and support professional development needs of other OCs
- Improve customer experience, by providing excellent customer service, identifying client needs, delivering family-oriented solutions, and coaching current OCs to similar outcomes to improve overall patient outcomes within the practic
- This may include troubleshooting individual client cases that have escalated beyond Office Coordinator
- Train OCs in flexible scheduling procedures and appropriate implementation. - Perform attendance reviews as needed or, counsel with and/or escalate to Administrative Director for complex and/or sensitive cases.
- Other duties as assigned