Front Office Assistant III - Newport Beach

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Date: Mar 28, 2019

Location: Newport Beach, CA, US

Company: Hoag Memorial Hospital Presbyterian

Job Description:

Job Summary:

The Front Office Assistant (Ambassador) is the face of the practice and works cooperatively with the practice team to deliver five-star care to our patients. S/he ensures that every interaction between the patient and practice reflects the values of PersonalCare’s excellent service. S/he owns the patient experience during their interaction and is responsible for creating a positive first impression for the patient. The Ambassador anticipates and understands the needs of the patients, and coordinates with the PersonalCare medical team to go above and beyond expectations

RESPONSIBILITIES:

  • Own the Patient Experience
    • Create a positive and pristine environment that is welcoming to our patients; ensure all public areas of the practice (lobby, halls, bathrooms, etc.) are clean, accommodating, and comfortable
    • Proactively greet patients, addressing them by name and introducing them to other team members as appropriate
    • Become familiar with regular patients, along with their personal details and needs in order to build a strong and warm relationship with them
    • Engage with the patients to address any requests or concerns; fulfill or resolve immediate needs, and ensure follow-through of those that require additional steps or resources

 

  • Manage the Practice Calendar
    • Ensure the calendar is appropriately updated to include all meetings and other events that impact scheduling of patients for appointments
    • Ensure appointments are made using practice guidelines and best practices; address any scheduling issues with practice team members for swift resolution; proactively review future dates to identify such issues
    • Ensure patients are reminded of appointments (appointment confirmations)
    • Work with physicians and team members in cases when a patient requests an appointment that cannot be readily/easily accommodated

 

  • Manage Patient Data in an Electronic Medical Records and Customer Relationship Management Systems
    • Ensure patient demographic data is correct and updated in the EMR and CRM systems
    • Send patient surveys to patients who have completed their annual physical
    • Complete patients’ medical records requests

 

  • General Business Duties
    • Ensure non-medical supplies are continuously stocked and available
    • Distribute incoming mail and faxes
    • Field incoming phone calls; assist caller with requests/concerns or connect caller to the appropriate team member for further assistance
    • Assist team members and the practice manager with administrative tasks. Be a jack-of-all-trades at the practice
    • Give tours of the facility to new patients

 

QUALIFICATIONS:

  • High School diploma or GED
  • 2+ years of experience in a customer service environment

 

SKILLS:

  • Outstanding ability to work as a member of a team; ability to learn on the job and adapt to a dynamic environment
  • Excellent communication skills (oral and written); excellent phone etiquette, customer service skills
  • Proficient using a computer with Windows-based applications including Microsoft Word and Excel
  • Excellent organization skills; ability to multi-task; excellent follow-through on both task and project level
  • Positive attitude; outgoing in interactions with others – always ready to accommodate with a smile


Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Administrative Assistant, Medical, Medical Office Assistant, CRM, Secretary, Administrative, Healthcare, Technology

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