Front Office Manager

Overview

• To provide strong leadership and management guidance to the Front Office team.
• · To ensure effective operational alignment of Physician appointment scheduling with the needs of the business
• unit/facilities.
• · To monitor and manage client expectations and satisfaction through Patient Experience feedback.
• · To manage and optimise outpatient collections for the company.
• · To monitor and manage the accurate recording/processing of patient data to prevent financial risk for the
• company.
• · To create and continuously maintain an enabling environment where people can develop and grow.
• · To ensure that performance management contracts are in place for the team.
• · Conduct and document bi-annual performance conversations .
• · Identify high potential talent and ensure that development plans are facilitated in cooperation with Human
• Resources.
• · Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
• · Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are
• signed off .
• · Maintain professional conduct and discipline within the team.
• · Work closely with the recruitment team to recruit and select competent employees .
• · Monitor employee scheduling of the department to ensure sufficient operational coverage.
• · Ensure accurate updates on uploaded Physician schedules.
• · Monitor scheduling to ensure best, effective use of Physician time.
• · Ensure follow up appointments are booked and patients informed accordingly.
• · Ensure optimal scheduling of appointments.
• · Monitor patient feedback (Press Ganey) reports for trends in Front Office service delivery.
• · Implement and support measures to increase participation rates of patients in Press Ganey surveys
• . · Ensure the overall appearance of the Front Office area is in line with NMC quality and safety standards.
• · Efficient accompaniment of patients to units in the absence of supporting employees.
• · Outstanding and revenue reports are prepared and analysed.
• · The system is updated accurately with payments received.
• · Age analysis report is generated and daily follow up on outstanding amounts completed.
• · Coordinate the requests and approval of payment arrangements and document accordingly.
• · Ensure that challenging clients are dealt with in a professional and respectful manner.
• Effective implementation of policies and procedures.
• · Monitor and manage accuracy of patient admission date.
• · Clearly communicate expectations and ensure that roles and responsibilities are clear.
• · Provides direction to direct reports by ensuring that everyone understands the strategy of the company and the supporting operational and clinical goals that needs to be met.