To manage and lead the effective and efficient operational running of the front office department to ensure client
centric services are provided to patients.
Responsibilities:
· 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.