Careers at Strata

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 appointments, 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.

Applicants will be working at our new state-of-the-art integrative holistic medical clinic located in northern Colorado Springs, near the Interquest Parkway.

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.
• 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.

Additional Duties and Responsibilities

• Excellent written and oral communication skills with a high degree of di­plomacy and team involvement. Needs to be both analytical and detail oriented.
• Must be a confident communicator. Tact, empathy, and self-dis­cipline are traits required.
• Must have patient-centered customer service skills with excellent multitasking abilities, problem-solving, organizational, and planning skills.
• Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations.
• Ability to effectively present information and respond to questions from man­agers, team members, members, patients, and the general public.
• Must be able to understand medical, spa and wellness related terminology in­clud­ing the various treatment modalities, equipment, and products.
• Understands and possess a high degree of confidentiality and discretion; awareness of the importance of protecting same
• Must effectively manage HIPAA and related compliance regulations.
• People-oriented with an ability to adapt / respond to different types of personali­ties; good problem-solving skills.
• Ability to multi-task, prioritize and manage time effectively.
• 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.
• Ability to be proactive and resourceful in attending to unanticipated situations; a quick learner, eager to help develop and evolve procedures.

Position Requirements

• High school diploma 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.

How to Apply

Click here to apply.