Lead Receptionist Job Summary:
Under policy direction from the Practice Administrator or Owner, the Lead Receptionist performs a wide range of difficult to complex administrative activities related to the clinic providing quality patient care and excellent client service, management of finances and accounting, marketing and promotion of services, staffing and personnel operations, and discretionary activities, that serve to support effective business operations.
Knowledge, Skills and Abilities:
- Customer service.
- Human resource skill.
- Financial budget management.
- Knowledge of sales and marketing techniques.
- Good communication skills, both written and oral.
- Goal oriented.
- Outstanding leadership skills; able to provide coaching and mentoring to reception staff
- Background in managing service oriented operations.
- Ability to plan, organize and effectively present ideas and concepts.
- Ability to take information obtained from clients, staff, and other sources, discern that which is credible and assess the hospital and its operation objectively.
- Must be able to handle multiple tasks at once, and deal with high levels of stress in an environment of changing priorities.
Education and Experience:
Associates Degree is preferred, but a Bachelor’s in relevant field is highly preferred
Authority:
- Interview, hire, train, review, schedule, discipline, and discharge receptionist staff.
- Can spend up to $200/month without authorization.
- Can transfer employees to work another position within the hospital.
- Can transfer employees from part-time to full-time staying with controlled payroll budget
Physical Requirements:
Dependable attendance is required.
- Any allergies to animals must be controllable through medication.
- Must be able to lift 20 pounds.
- Must be willing to work long or irregular hours under pressure conditions.
- This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
- Visual acuity sufficient to maintain accurate records, recognize people and understand written directions.
- Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
- Fine motor skills adequate for utilizing office equipment, such as computers, telephones, fax machines, etc
Duties:
The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job Functions and Job Responsibilities include overseeing that the following occur within the hospitals.
Staff Management – Receptionist Staff:
Direct and train the receptionists in their performance of a variety of administrative and customer service duties.
- Hiring with appropriate references, with assistance and input from Manager and/or Owner.
- Staff performance and salary reviews, with assistance and input from Manager and/or Owner.
- Disciplinary Actions.
- Terminations.
- Training, education, developing of staff.
- Scheduling.
- Assign job responsibility to each staff member, directing traffic in hospital, i.e., check-in, check-out, call backs, etc
- Supervise staff to assure that each job is being effectively handled.
- Employee policy enforcement.
- Employee relations and communications.
- Payroll calculations, goal calculations, time clock maintenance.
- Resolve informal employee complaints
- Monitor employee competence and effectiveness
- Assist the manager and owner in developing and implementing methods of improving the morale of the reception staff.
Patient Management:
- Oversee process of patient admitting and discharging at the front desk.
- Ensure that daily patient flow is moving as efficiently and effectively as possible, work with technical supervisor and practice manager to determine areas for improvement in flow and service.
Client Management:
- Oversees training of all reception staff in accordance to the principals of the practice Mission Statement, Core Values, and Vision Statement, and that the above is known and practiced by all.
- Oversee client flow to ensure that clients and patients are seen and treated in a professional, timely and competent manner.
- Receive/ oversee the receipt of telephone calls and client visits to practice. Educate clients and receptionist team regarding hospital procedures, systems, and policy
- Assist Practice Owner with administration and review of client service complaints.
- Oversee compliance with call back system including overdue reminder calls.
Office Management:
- Modify and update systems and procedures wherever needed to better serve clients, patients, the practice and employees, i.e., modify schedules for the most productive use of time.
- Perform/ oversee the entering of daily business and hospital invoices and client information
- Verify receipt of all inventory and supplies, mark invoices and packing slips received and give to Practice Owner or Manager for payment
- Management feedback reports – bi-weekly.
- Perform transaction corrections.
Production Management:
- Meet with the Practice Owner and Practice Manager regularly to discuss, evaluate and plan for the welfare of the practice.
- Ensure that marketing events and initiatives are effective – internal and external.
- Motivate receptionist staff.
- Review all transactions for accuracy and missed services through regular daily audits.
Records Management:
- Oversee that records are kept up to date. This includes client records with charges, medical history, vaccine status, medications administered, laboratory reports, client conversations and communications, etc.
- Oversee the systems in place for medical record use and all client correspondence.
- Ensure that system of pulling charts, authorization forms for boarding, grooming, surgery, laboratory, x-ray, euthanasia, etc., callbacks, client cards and filing is in place and all receptionists are in compliance.
Financial Management:
- Monitor the cost of purchasing so the practice operates within budget.
- Monitor receptionist staff scheduling so the practice operates within budget.
- Monitor and approve all expenditures within guidelines.
- Review the income statements and other financial data to find ways to improve revenues and profit margin.
- Review charges on a daily basis to ensure that all charges have been captured.
Marketing Management:
- Understand, participate and support planned marketing events and programs.
- Ensure that the hospital staff utilizes the practice’s marketing tools and materials.
- Ensure that the hospital staff follows instructions for implementing authorized any marketing discounts in the computer system.
Facility Maintenance:
- Oversee the maintenance and housekeeping of the hospital for cleanliness and organization of both the inside and outside of the building.
- Monitor janitorial responsibilities.