Front Office Manager

Job description

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

• Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.

• At least 5 years’ experience in a healthcare environment 

• At least 3 years’ experience in a management or supervisory position

• 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. 

• The system is updated accurately with payments received.

• Age analysis report is generated and daily follow up on outstanding amounts completed. 

• Coordinate the requests and approval of payment arrangements and document accordingly. 

• Ensure that challenging clients are dealt with in a professional and respectful manner.

• Effective implementation of policies and procedures. 

• Monitor and manage accuracy of patient admission date.

• Clearly communicate expectations and ensure that roles and responsibilities are clear.

• Provides direction to direct reports by ensuring that everyone understands the strategy of the company and the supporting operational and clinical goals that needs to be met.

• Drives the motivation and engagement of people through creating a trusting environment where people are provided with the opportunities to try out new initiatives without feeling fearful.

• Treating people fairly consistently. 

• Instils and drives desired NMC culture by living the values and the associated behaviours organisational values – setting the appropriate standards for behaviour.

• Consistently recognises the contribution and achievement of the team – being an advocate for the team 

• Embraces diversity, listening without judgement to diverse and opposing points of view .

• Provide staff with the opportunities to grow and develop by encouraging self-learning, initiating training and development initiatives, coaching and on-the-job training.

• Adapt leadership style according to the specific situation.

• Produces a number of workable solutions that are effective when judged over time; considers the practical issues relating to implementing the preferred solution. 

• Demonstrates an understanding of the interactions, interrelatedness and interdependence of information, patterns and events within the function/business unit and how it plays a part in the bigger system.

• Sets and continuously revises quality standards within and across departments/business unit in line with quality management principles. 

• Monitors and maintains quality of functional/business unit systems, processes, resources, and outputs according to set internal and external quality standards and processes. 

• Creates processes to ensure work is completed in a systematic and methodical way; proactively identifies and removes obstacles. 

• Maintains consistent high levels of productivity within functional/business unit by ensuring appropriate resources, systems and processes are in place. 

• Proactively drives results within own function/business unit. 

• Displays high levels of self-discipline and reliability to achieve work outcomes.

• Remains aware of own behaviour and how it effects job performance and working relationships with others. 

• Demonstrates an accurate awareness of own strengths and weaknesses and proactively works on self development. 

• Displays high levels of self-discipline and reliability to achieve work outcomes. 

• Demonstrates an ability to share and understand the feelings, needs, concerns, and/or emotional state of others (professional empathy). 

• Establishes, builds, and sustain effective and trusting work relationships. 

• Maintains appropriate levels of focus, professionalism, performance, and objectivity under considerable pressure or demanding situations. 

• Demonstrates emotional stability and mature behaviour appropriate to the workplace even in circumstances of discord or duress 

• Effectively manages current and potential conflicts between personal life and work demands. 

• Remains positive in the face of adversity and assists others to recognise the positive aspects of difficult situations/obstacles, pressures and setbacks. 

• Models a willingness to accept constructive feedback and makes changes where appropriate. 

• Ensures that relevant resources and support systems to manage stress and setbacks are available and utilised.

• Sets clear, measurable objectives and action plans for function/business unit, in line with operational/organisational goals  

• Develop and prioritises medium to long term plans for functional area / business units and anticipates potential difficulties  

• Coordinates timelines and priorities within function / business unit to ensure that deadlines are met  

• Identifies, assigns and manages resources to achieve functional / business unit objectives  

• Uses existing timelines to monitor own and others’ progress against deadlines; maintaining an on-going awareness of obstacles that may hinder progress.

• Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department

• Strictly adheres to NMC’s regulations and policies especially those related to infection control,  patient safety & JCI.

• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. 

• Maintains patient & staff confidentiality.

• To drive patient experience initiatives, monitoring patient feedback, addressing concerns promptly, and ensuring continuous improvement in service quality.