Guest Services Shift Lead

Description

Imaging Associates is seeking a full time Guest Services Representative Weekend Lead to join our busy, fast-paced front desk. At Imaging Associates, we are proud to offer expert imaging technology combined with exceptional customer service to the community. The health and well-being of our patients is our number one priority. If you are focused on excellence, with a positive engaging personality and a passion for customer service, we would love to talk with you!

In addition to the duties of a staff level Guest Service Representative of coordinating patient scheduling and registration and handling incoming calls for the practice, this person will perform a leadership role within the team by providing direct support to team members on the weekend, delegating duties and overseeing all functions of the front desk. With supervisory duties, this person will work closely with the Director of Guest Services on directing the workflow and direction of the Guest Services team each weekend.

Earn performance based bonuses of $1,500–$2,000 at 6 months and $3,000–$4,000 at 12 months

• Education: High school graduate or equivalent. Medical terminology required.
• Experience: One year of medical office and registration experience is preferred. Experience with multi-line telephone systems. Experience with personal computers, printers, copiers and fax machines required. Radiology Information System experience is preferred. Microsoft Office experience is preferred.
• Computer
  
  Skills:
  
  Operates a variety of office equipment, including, but not limited to; printers, copiers, postage machines.
• Other
  
  Qualifications:
  
  Must be able to demonstrate good customer service skills; multiple tasks with frequent interruptions; and work flexible shifts. Must be able to apply basic math skills.
• Attendance: Regular attendance is a requirement of this position
• English Language:Must be able to read, write and speak English.

• • Direct workflow for the Guest Services team, ensuring all tasks are completed timely and accurately. Monitor daily performance for your team to ensure they are meeting their goals, coach and develop team members as needed.
• • Train:
  Manage team members’ training as directed by the Director of Guest Services.
• • Team
  
  Schedule:
  
  Manage team schedule in Pay Northwest with support from Director of Guest Services. Update the daily schedule as team members call out
• • Special Projects: as assigned by the Director of Guest Services.
• • Report Generation:
  Creating reports for the Director of Guest Services related to but not limited to patient care, workplace efficiency, and staff productivity.
• • Patient Scheduling:
  Accurately schedules all diagnostic procedures performed at the group practice within IA access standards. Explains pre-exam requirements and procedures.
• • Patient Registration:
  Must be able to proficiently perform all functions of concierge ®istrar skills as well as trouble shoot minor kiosk issues
• • Communications:
  Handled all calls using good phone etiquette. Answers questions, refers calls to proper person or take messages. Excel in verbal communication, effectively relaying ideas, instructions, and feedback to team members, leadership and guests.
• • Written Communication:
  Responsible for processing and updating patient information & clearly documenting team coaching.
• • Implements care/services that recognize age/diversity specific needs/issues of customers served. Communicate timely through IA platforms such as MS Teams and email to ensure clear and efficient communication with team members, leadership and guests.
• • Customer Service/Reception:
  Demonstrates excellent customer service skills in all interactions with physicians, patients and practice personnel. Must be able to perform reception functions. Able to perform successful service recovery and bring the appropriate parties in as needed to coach/train or improve processes as needed.
• •
  
  Competencies:
  
  Completes Tier approach evaluation for your team with guidance from the Director of Guest Services or Guest Services Manager.
• • Conduct:
  Demonstrates personal and interpersonal qualities consistent with Imaging Associates’ Employee Handbook.
• • Manage day to day operations of the Front Desk, including but not limited to the following
  - Daily deposits, distribute daily mail/invoices, daily email weekly cancellation report, inventory, ordering, staffing, monitor metrics (Order TAT, abandoned calls, Stats)
• • Performs other duties as required.