POSITION PURPOSE & SUMMARY

The Medical Front Desk Coordinator is a multi-functional front-line role responsible for providing support and information about the full-spectrum health and wellness activities and services offered by Strata Med. In this role, the right candidate is responsible for offering necessary assistance, guidance and support to members, guests, visitors and patients.

The Medical Front Desk Coordinator delivers professional, patient-centered services for a variety of well­ness programs and services. They engage continuously with members, patients, guests, visitors, and ven­dors, as well as various members of the Strata and GGRC teams, to deliver a world-class health and wellness experience for all. In addition, the coordinator is responsible for answering phones, checking patients in/out, daily balancing, scheduling meetings, managing correspondence (routing inquires, addressing emails and other correspondence, and internal commu­nications), and participating in clinical meetings, including daily rounds, department gatherings, and operational effec­tiveness reviews.

The Medical Front Desk Coordinator must continually present a high level of professionalism (one of the many faces of Strata), possess strong interpersonal skills, maintain a positive attitude, and remain calm under pressure. It is a dynamic, multitask­ing and patient-facing role key to the first impression - on the phone, via email, text, or in-person - and ultimate growth and success of Strata.

ESSENTIAL FUNCTIONS

• Greet all visitors with a proactive and anticipatory service heart, using signature phrasing, and key touch points.
• Continuously exhibits a warm and welcoming, "glad you are here" demeanor.
• Quickly establishes a connection with members, guests, visitors and patients.
• Maintains a positive, empathetic, and professional attitude towards all at all times.
• Responds promptly to inquiries, conveying knowledgeable and clear information on the activities, services, and treat­ments available, in-person, on the telephone, and via email; knows our services inside and out so that questions can be quickly answered and understood.
• Demonstrates an ability to explain detailed concepts in a simple way, helping to ensure that members, guests, visitors and patients can make informed decisions and remain engaged with next steps.
• Ensures satisfaction and provides professional guidance and support.
• Promotes Strata Med, as well as the Garden of the Gods Resort and Club as a whole.
  • Provides non-clinical administrative support for various aspects of Strata operations, including but not limited to:
• Patient Check-In/Out
• Collecting Payments for Services Rendered / Accurate Processing of Payments
• Creating, Processing, and Maintaining the Electronic Medical Records (EMR) System
  • In Conjunction with Finance, Monitors and Tracks Point of Sale (POS) Inventory
  • Scheduling and Confirming Appointments, Including Follow-Up Appointments
  • Contacting No-Call / No-Show and Late Appointments to Ascertain Status
  • Supporting Various Strata Administrative Functions and Related Services, as assigned
  • Insurance Verification
• Manage new client workflow to include initial portal setup; pre-visit electronic consent and intake forms; verifying patient documentation is complete in advance of visit, available for clinicians, and accurately maintained with contact details.
• Assist clients in completing documents and contact them whenever errors are discovered or in need of correction.
• Supports the clinical staff in scheduling appointments, laboratory tests, internal and external referrals.
• Enhances the patient experience through proactive patient engagement related to practice inquiries, scheduling crea­tivity, appointment management, and integrated wellness services.
• Distribute, monitor, and track patient experience surveys for process improvements and enhanced patient satisfaction.
• Liaise with other departments and provide support to them.
• Interacts with members, guests, visitors, and patients in-person and via phone, email, online chat, or text.
• Promptly and professionally answer questions a member, guest, visitor, or patient may have.
• Responds to and resolves problems and complaints; escalates to the appropriate member of the management team, as needed; keeps records of interactions, transactions, comments, and complaints.
• Opening and closing procedures, including continuous monitoring of office and lobby spaces for cleanliness and tidiness and availability of promotional collateral (business cards, service line materials, retail supplies, etc.).
• Monitors promotional collateral and marketing materials; shares feedback regarding engagement, content, and inven­tory; provides feedback on the efficiency and effectiveness of the customer service process.
• Process orders, forms, applications, and requests as needed; handles inquiries about deliveries.
• Communicate and coordinate effectively with internal departments and colleagues, as necessary.
• Participates in team meetings and operational working groups to optimize engagement.

PROFESSIONAL REQUIREMENTS

• High school or college degree or equivalent
• Minimum one (1) year professional experi­ence in a health care delivery setting
• Customer service experience required, preferably related to a high-volume healthcare, hos­pitality, or service-related industry; strong preference for health-care office or healthcare system experiences with progressive responsibilities.

MINIMUM KNOWLEDGE:

• Attention to detail, quality focused, organization, time management, teamwork, and mission driven.
• Follow company processes accurately and efficiently, adherence to policies, procedures, and culture.
• Performs other duties as assigned.
• Excellent written and oral communication skills with a high degree of diplomacy and team involvement. Needs to be both analytical and detail oriented.
• Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations.
• Must effectively manage HIPAA and related compliance regulations.
• Proficient computer skills and ability to learn database and patient scheduling systems, including EMR's, and MS Office, with a high level of data entry proficiency.

SCHEDULE & COMPENSATION:

• Non-Exempt
• Clinic hours are Monday through Saturday (assigned work schedule would not exceed 40 hours a week)
• Benefits-eligible first of the month 60 days after date of hire.
• Commensurate with experience, professional demeanor, contribution impact abilities, and commitment to wellness. $16 to $25 hourly.

PHYSICAL REQUIREMENTS, WORKING CONDITIONS & ENVIRONMENTAL FACTORS

Most portions (50% - 100%) of daily assignments involve prolonged sitting or standing, in an indoor office area with carpet or tile floors. Well-lit with good ventilation. Significant portions (75% - 95%) of daily assignments involve potential ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, with occasional lifting, pulling, pushing, or carrying of heavy objects.

ABOUT US:

Strata Med in Colorado Springs, Colorado, redefines patient care by integrating the personalized focus of concierge medicine with the holistic approach of integrative and functional medicine. Unlike traditional settings, our practice values extended interactions to understand and address individual health needs comprehensively. This blend of personalized and preventive care, backed by a team of skilled practitioners, promotes long-term health outcomes, shifting from merely treating symptoms to exploring underlying causes and optimizing overall wellness.

Acknowledging the uniqueness of each patient's health journey, Strata Med's concierge medicine steps beyond the time-limited engagements found in conventional clinics. We provide collaborative and long-term strategies to address current ailments and promote a healthier future. Through this patient-centric and collaborative approach, we are your steadfast partner in navigating the path to better health and well-being.

GENERAL ACKNOWLEDGEMENT & SIGN-OFF:

The team member is expected to adhere to all Company policies and to act as a role model in adherence to such policies.

A commitment to service excellence has permitted our company to be recognized for delivering extraordinary patient and member experiences. Success and growth in the future are dependent upon our ability to take STRATA Med (STRATA), part of the Garden of the Gods Resort and Club (GGRC) family of companies, to the next level. For this reason, our most important continuing objective is to provide unparalleled service and hospitality from the heart.

The collective strength of the Strata Med team is derived from the individual effort and dedication of every team member. The full use of your knowledge, experience, ability, and energy is important to our success as we work together for excellence.

To be successful, your individual initiative, passion, and commitment as well as thoughtful participation as a member of different teams in which you work is required. Individual effort in the performance of your own duties, and positive and productive interactions with others, both internal and external to the company, are crucial.

In addition, we value and encourage your creativity, your continuous improvement and personal development, and your feedback on operations and how they may be improved.

The statements in this job description are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all duties and/or responsibilities.

I have read, understood, and had the opportunity to ask questions regarding this position description.

By: _______________________________________________________________

(Printed Name)

By: _______________________________________________________________

(Signature)

Date: _______________________________

STRATA MED:

https://www.STRATAwell.com/

CAREER PATH

• Medical Front Desk Coordinator 1
• Medical Front Desk Coordinator 2
• Senior Medical Desk Supervisor
• Medical Biller or Wellness Navigator 2

POSITION GOALS