Overview:ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:
a. Manages and maintains all aspects of operations for front desk and phone staff including scheduling operations.
b. Develops and delivers successful training sessions based on customer needs.
c. Possess excellent interpersonal communication and coaching skills.
d. Provides or facilitates ongoing training and support for new and existing PSR Staff.
e. Provides continuous updates of all scheduling guidelines.
f. Participates in resolving patient complaints.
g. Learns all aspects of department’s front desk/phone and scheduling operations and seeks continual quality improvement processes.
h. Assists with implementing and enforcing organizational personnel policies with Human Resources department support.
i. Performs counseling and corrective action when appropriate with Human Resources department assistance.
j. Consistently strives to meet customer service standards and serve as a role model for positive and professional behavior in the workplace.
k. Effectively communicates with Directors, Practice Managers, the Business Office, and other leaders in our organization to keep them informed on activities that impact their practice.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:
a. Interviews and hires PSR staff.
b. Develops standards to improve the screening process of new candidates.
c. Develops a new hire orientation training program.
d. Provides input to development of standard protocols for the front desk/phone opener and closer.
e. Ensures all current staff are trained on all current protocols.
f. Creates monthly employee schedule to ensure proper staffing is maintained.
g. Processes all requests for time off from PSRs under his/her supervision.
h. Manages timekeeping for all reporting staff.