Front Office Manager

• Manage and lead the effective and efficient operational running of the front office department to ensure client centric services are provided to patients • Create and continuously maintain an enabling environment where people can develop and grow • Ensure that performance management contracts are in place for the team • Conduct and document bi-annual performance conversations • Identify high potential talent and ensure development plans are facilitated with Human Resources • Ensure that a training plan is developed and monitored for continuous sharing of knowledge and skill • Monitor the quality of onboarding for new employees; ensure orientation and probation sign-off • Maintain professional conduct and discipline within the team • Work closely with the recruitment team to recruit and select competent employees • Monitor employee scheduling to ensure sufficient operational coverage • Ensure accurate updates on uploaded Physician schedules • Monitor scheduling to ensure 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 patient participation rates in Press Ganey surveys • Ensure the overall appearance of the Front Office area meets NMC quality and safety standards • Accompany patients to units in absence of supporting employees • Prepare and analyse outstanding and revenue reports • Update system accurately with payments received • Generate age analysis report and perform daily follow up on outstanding amounts • Coordinate requests and approval of payment arrangements and document accordingly • Ensure challenging clients are dealt with professionally and respectfully • Effectively implement policies and procedures • Monitor and manage accuracy of patient admission date • Clearly communicate expectations and ensure roles and responsibilities are clear • Provide direction to direct reports ensuring understanding of company strategy and operational/clinical goals • Drive motivation and engagement through a trusting environment and opportunities for new initiatives • Treat people fairly and consistently • Instil and drive NMC culture by living organizational values and behaviors • Recognise team contributions and be an advocate for the team • Embrace diversity and listen without judgement • Provide staff opportunities to grow via self-learning, training, coaching and on-the-job training • Adapt leadership style according to situation • Produce workable solutions considering implementation practicality • Understand interactions and interdependence within the function/business unit • Set and revise quality standards in line with quality management principles • Monitor and maintain quality of functional/business unit systems, processes, resources, and outputs • Create processes to ensure systematic and methodical completion of work; remove obstacles proactively • Maintain high levels of productivity by ensuring appropriate resources, systems and processes • Proactively drive results within own function/business unit • Display self-discipline and reliability to achieve work outcomes • Remain aware of own behaviour and its effects on job performance and relationships • Demonstrate self-awareness of strengths and weaknesses and work on self development • Demonstrate professional empathy • Establish and sustain effective and trusting work relationships • Maintain focus, professionalism and objectivity under pressure • Demonstrate emotional stability and mature behaviour in discord or duress • Manage conflicts between personal life and work demands • Remain positive in face of adversity and assist others • Accept constructive feedback and make changes where appropriate • Ensure resources and support systems to manage stress and setbacks are available and utilised • Set clear, measurable objectives and action plans aligned with operational/organisational goals • Develop and prioritise medium to long term plans for functional area and anticipate potential difficulties • Coordinate timelines and priorities to meet deadlines • Identify, assign and manage resources to achieve objectives • Use timelines to monitor progress and awareness of obstacles • Follow duty schedule including different shift timings as per department need • Adhere to NMC regulations and policies related to infection control, patient safety & JCI • Support Continuous Quality Improvement and participate in quality assurance activities • Maintain patient & staff confidentiality • Drive patient experience initiatives by monitoring feedback, addressing concerns and ensuring continuous improvement • At least 5 years’ experience in a healthcare environment • At least 3 years’ experience in a management or supervisory position • Master’s degree will be an advantage • Leadership and people development capabilities • Experience with scheduling and revenue/outstanding report analysis • Familiarity with patient feedback systems (Press Ganey) and quality standards (JCI) • Ability to manage conflict, stress and maintain professionalism under pressure • Strong communication and team direction skills • Experience implementing policies, processes and quality management principles