Front Desk position functions

Some functions of a front desk position in a medical center:

1. Appointment Scheduler: Used to manage and schedule patient appointments, ensuring

an organized and efficient appointment system.

2. Patient Registration Forms: Used to collect and update patient information, including
personal details, medical history, and insurance information.

3. Phone System/Headset: Enables the front desk staff to answer incoming calls, handle
inquiries, and provide information to patients and other callers.

4. Electronic Medical Records (EMR) Software: Allows the front desk staff to access and
update patient records, manage appointments, and coordinate with healthcare providers.

5. Insurance Verification Tools: Used to verify patient insurance coverage, process claims,
and ensure accurate billing information.

6. Patient Information Binder/Folder: Contains important documents and paperwork related

to patient registration, consent forms, and other administrative records.

7. Cash Register or POS System: Used to handle patient payments, collect copayments,
and process financial transactions at the front desk.

8. Appointment Reminder System: A software or tool that sends automated reminders to

patients about upcoming appointments via phone, email, or SMS.

9. Informational Brochures/Pamphlets: Provide patients with educational materials about

various medical center services, procedures, and health resources.

10. Sign-In Sheet: A sheet or register where patients can sign in upon arrival, ensuring a
record of their visit and maintaining order in the waiting area.

These items play a crucial role in supporting the functions of a front desk position in a medical
center, enabling efficient appointment scheduling, patient registration, communication,
record-keeping, financial transactions, and the dissemination of important information to
patients.
MAIN SKILLS

A person working at the front desk position in a medical center typically performs a variety of
functions. Here are some common responsibilities:

1. Patient Check-in and Scheduling: Greeting patients, verifying their personal information,
and ensuring they complete necessary paperwork. Scheduling appointments, managing
the appointment calendar, and providing patients with relevant information.

2. Communication and Customer Service: Answering phone calls, responding to inquiries,

and providing information about the medical center's services, policies, and procedures.
Assisting patients with questions, concerns, and complaints in a courteous and
professional manner.

3. Administrative Support: Maintaining patient records, organizing and filing paperwork,

managing insurance forms and billing information, and coordinating with other
departments within the medical center. Assisting with administrative tasks such as data
entry, scanning documents, and managing office supplies.

EFFECTIVE EVALUATION AND PERFORMANCE FOLLOW UP

When evaluating the performance of a front desk position in a medical center, several key
performance indicators (KPIs) can provide valuable insights. These KPIs can help assess the
efficiency, effectiveness, and customer service skills of the individual in this role. Here are some
to consider:

● Patient Satisfaction Score: Measure patient satisfaction through surveys, feedback

forms, or online reviews. This KPI reflects the overall experience patients have with the
front desk staff and their ability to provide quality customer service.

● Average Wait Time: Track the average time patients spend waiting at the front desk
before being attended to. This KPI helps assess the efficiency of the front desk in
managing patient flow and reducing wait times.

● Appointment Scheduling Accuracy: Monitor the accuracy of appointment scheduling by

comparing scheduled appointments with actual patient visits. This KPI measures the
front desk's ability to correctly schedule and manage appointments, minimizing errors
and conflicts.

● First Call Resolution: Evaluate the percentage of inquiries or issues that are resolved
during the initial phone call or interaction with the front desk. This KPI assesses the
individual's problem-solving skills and ability to address patient concerns promptly and
effectively.
 ● Phone Call Response Time: Measure the time taken to answer incoming phone calls.
This KPI reflects the front desk's efficiency in handling phone inquiries and ensures that
patients' needs are addressed in a timely manner.

● Patient Registration Accuracy: Monitor the accuracy of patient registration and data
entry. This KPI ensures that patient information is recorded correctly and helps minimize
errors in billing, insurance claims, and medical records.

● Compliance with Policies and Procedures: Evaluate the adherence to established

protocols, such as verifying insurance information, collecting copayments, or following
security and privacy guidelines. This KPI ensures consistency in processes and
minimizes potential compliance issues.

● Complaint Resolution Time: Track the time taken to resolve patient complaints or
concerns. This KPI measures the front desk's effectiveness in addressing and resolving
patient dissatisfaction, aiming for timely and satisfactory resolutions.
● Cross-Departmental Collaboration: Assess the ability of the front desk staff to collaborate
with other departments within the medical center, such as medical staff, billing, or
administration. This KPI measures their teamwork and communication skills, as well as
their effectiveness in coordinating patient care.

● Number of Patient No-Shows: Monitor the number of patients who fail to show up for
their scheduled appointments. This KPI reflects the front desk's effectiveness in
reminding patients of their appointments and reducing no-show rates.

● These KPIs provide a comprehensive view of the front desk staff's performance,
focusing on customer service, efficiency, accuracy, and collaboration. Regularly tracking
and evaluating these indicators can help identify areas for improvement and support the
ongoing enhancement of the front desk operations in a medical center.

To implement an effective evaluation strategy, consider the following steps:

● Clearly Define Expectations: Set clear performance expectations for the front desk
position, including key responsibilities, required skills, and performance standards.
Communicate these expectations to the employee to ensure a shared understanding.

● Establish Evaluation Metrics: Develop specific metrics and criteria for each of the
evaluation areas mentioned above. These could include patient satisfaction scores,
average wait times, accuracy of appointment scheduling, feedback from healthcare
providers, and handling of challenging situations.

● Regular Performance Feedback: Conduct regular performance reviews to provide

feedback on the employee's performance. Schedule formal evaluations at regular
 intervals (e.g., annually or biannually) and provide ongoing informal feedback to address
areas of improvement or acknowledge outstanding performance.

● Training and Development: Identify any areas where the employee may require
additional training or development. Offer opportunities for skill enhancement through
workshops, online courses, or mentoring programs to support their professional growth.

● Continuous Improvement: Encourage a culture of continuous improvement by providing

opportunities for the employee to share their ideas and suggestions. Actively listen to
their feedback and incorporate any valuable insights into the medical center's
operations.

Evaluations should be fair, consistent, and based on objective criteria. Providing constructive
feedback and recognizing achievements can motivate employees and contribute to their
professional development.