Job Overview:

Responsible for all aspects surrounding the operation of the clinic reception facilities. Ensures the proper check-in and check-out of patients. Acts as the main contact point for patients and outside health care facilities regarding inquiries, appointments, referrals, and sales of patient products.

Responsibilities May Include (but are not limited to):

• Patients: assists patients for all departments: refractive, cosmetics, cataracts, eyelids, and all minor departments.
• Phones: answers phones, checks voicemails/returns calls, runs reminder system
• Referrals Incoming and Outgoing: registration, booking appointments via phone, and updating referral binder
• Medical Records: utilizing our EMR to manage: tasks, mail, referrals, faxes, scans, letter queue, appointment notifications, scheduling, lab requests, and medical imaging requisitions
• Training other staff: shadows fellow Medical Office Assistants, trains new employees and practicum students
• Scheduling: may be responsible for staff scheduling, including other departments and doctors
• Protocols: learning, respecting, observing and improving clinic protocols
• Paperwork: updates info sheets/documents/consent forms and keeps forms stocked
• No show management: calls, letters, spreadsheets to reduce drop offs and encourage patient compliance
• Products and Inventory: sells, collects payments, stocks and tracks inventory
• Surgery: prepares and sells kits, collects consent forms, checks out patients, gives post-op instructions
• Finances: daily batch closing and private payment summary
• Housekeeping: keeps waiting rooms clean and tidy
• Travel: may be required to assist our other clinics and are expected to travel when required

Essential Skills:

• Customer Service: Friendly, patient-focused attitude to ensure patients have a comfortable and positive experience.
• Attention to Detail: High aptitude for accuracy in patient records, scheduling, and payments.
• Multitasking Ability: Perform many concurrent tasks in tandem: check-in/check-out, phones, scheduling, and admin work.
• Communications: Explains complex procedures thoroughly using easy to understand vocabulary.
• Interpersonal Relations: Addresses patient questions with respect, patience, and clarity even in high stress conditions.
• Sales-Oriented Mindset: Confidently promotes and sells products and services to meet clinic targets.
• Team Player: Works in a collaborative and respectful manner with others to complete assigned tasks and projects.
• Independent: Completes responsibilities with minimal supervision and follow-up during administrative time.
• Ability to Handle Stress: Handles multiple tasks under pressure and prioritizes them in consideration of interruptions.
• Problem-Solving: Quickly adapts to challenges and finds solutions without disrupting clinic flow.
• Listening: Addresses patient concerns and handles difficult/upset patients while staying calm and maintaining a respectful and professional demeanor.
• Time Management: Prioritizes tasks and completes projects in a timely manner.
• Calm: Stays calm in stressful situations and manages challenges in a professional manner without disrupting patient care.
• Technology Proficiency: Is comfortable with medical software, spreadsheets, and communication tools
• Ethical and Confidential: Protects patient privacy and adheres to ethical standards.

Clinic-Specific Responsibilities:

• Abbotsford - Hospitals: working with hospitals in maintaining schedules and updating paperwork

Experience (2-3 years preferred):

• Previous Medical Office Experience: Familiarity with medical procedures, referrals, and patient workflows.
• Sales: Confident in upselling products and private services.
• Experience in High-Volume Clinics: Ability to keep up with fast-paced operations.

Primary Goal Metrics:

• Number of clinic patients seen
• Number of private eyelid surgeries performed