Medical Front Desk Coordinator

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 Integrated Wellness (Strata) at the Garden of the Gods Resort and Club (GGRC). 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 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 meetings, 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. This position reports to Strata's Operations Manager. ESSENTIAL FUNCTIONS Perform Welcoming & Guidance Services: 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 Integrated Wellness and Spa, as well as the Garden of the Gods Resort and Club as a whole. Patient Services & Scheduling: 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 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. Administrative & Office Duties: 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. PROFESSIONAL REQUIREMENTS

• 95%) of daily assignments involve potential ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, with occasional lifting, pulling, pushing, or carrying of heavy objects. PHYSICAL REQUIREMENTS N/A (Not Applicable) OCCASIONAL FREQUENTLY Sitting X Standing X Walking X Bending Over X Crawling X Reaching X Crouching X Kneeling X Balancing X Pushing / Pulling X Lifting / Carrying: 10 lbs. or less X 11 to 25 lbs. X 26 to 50 lbs. X 51 to 70 lbs. X Manual Dexterity X Fine Motor Skills X Gross Motor Skills X Eye / Hand Coordination X Near Vision X Far Vision X Color Recognition X Hearing X ENVIRONMENTAL FACTORS YES NO Working Outside X Working Inside X Working Alone X Working Closely with Others X Excessive Cold / Heat X Excessive Humidity / Dampness X Noise / Vibrations X Working Above Ground X Working Below Ground X Working with Chemicals / Detergents / Cleaners X Working Around Fumes / Smoke / Gas X Walking on Uneven Surfaces X Operating Motorized Equipment or Vehicles X Working Around/Near Machinery / Motorized Equipment X Climbing on Scaffolds or Ladders X Continuous use with a Computer and Keyboard X ABOUT US Perched atop a mesa in Colorado Springs, Garden of the Gods Resort and Club is the premier wellness destination retreat in the Rocky Mountain region, offering a world-class resort coupled with health, spa, beauty, and fitness experiences that create remarkable mem­ories and transform lives. Set among expansive vistas of the snow-capped Pikes Peak and awe-inspiring National Landmark of the same name, Garden of the Gods Resort and Club boasts a legendary history. Today, the same beautiful setting beckons travelers worldwide to undergo a personalized journey of restoration and renewal with its integrative medical practices, thoughtful spa treatments, functional fitness exercises, and relaxing and renewing well-being experi­ences. Strata Integrated Wellness and Spa at Garden of the Gods Resort and Club is comprised of Strata Med (Health and Wellness), Strata Spa (Spa and Salon), and Strata Fit (Fitness and Performance). Here, a team of acclaimed, board-certified physicians, nurses, wellness clinicians, and award-winning therapists - with services ranging from primary care for men's and women's health, to func­tional neurology and energy healing - integrate the best of innovative, multidisciplinary, modern, and concierge medicine with medi­tation, nutrition, mindfulness, and fitness to provide guides a fresh perspective, great levels of wellness, and a renewed sense of life, living, and possibility. Through personalized journeys, tailored treat­ment plans, and customized -unique and boutique - wellness retreats, patient health is understood from the whole-person perspective with results that transcend and transform. Experiences are crafted for individuals, couples, families, and teams. Mission (what we do): Where Self-care and Healthcare Become One Practice Foundation (who we are): User-Centered (Guest / Member / Patient / Athlete) Integrated Wellness Care, Compassion, Connection Authenticity and Intentionality Vision (why we exist): Inspire the Spirit and Satisfy the Soul Brand Promise (made to every person): Transform Lives Through Community Key Disciplines (how we deliver): Strata Med / Spa / Fit On property, guests enjoy luxurious accommodations in its 116 rooms and suites within its hotel, Cottages, and Casitas, including one to three-bedroom suites, many of which feature private patios with stunning views of the Garden of the Gods Park. The resort offers more than 12,000 square feet of some of the state's most beautiful meeting and event spaces and a world-class executive health program. Activities include golfing at its 27-hole championship course; tennis on two outdoor and four state-of-the-art indoor courts; three outdoor swimming pools; and an array of dining experiences. Job Posted by ApplicantPro
• Information is clear but further investigation is often required in order to define problems and proceed. Often requires modifying existing proce­dures / precedents within established policy. Guidance: Projects are assigned with considerable latitude for decision making and setting of priorities. Work may be periodically reviewed according to achievement of predefined goals. EXTERNAL & INTERNAL PERSONAL CONTACT Communications Daily: Verbal Written Weekly: Participating in meetings Consulting with others Occasionally: Not Applicable Teamwork & Collaboration: This job is a participant in the departmental work team with responsibility and ac­countability for team activities. Travel: Typically, not required; however, may be necessary for training purposes, as needed. PHYSICAL REQUIREMENTS, WORKING CONDITIONS & ENVIRONMENTAL FACTORS Most portions (50%
• KNOWLEDGE, SKILLS & ABILITIES: Minimum Knowledge 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. Formal Education & Job-Related Experience High school 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. License, Registration, and/or Certification Required þ Valid Driver's License þ First-Aid / CPR / AED Certification o Food Protection Manager Certification o Food Handler Certification o Alcohol Server / Seller Certification þ HIPAA Basic / Advanced Certification Problem-Solving: Identifiable
• 100%) of daily assignments involve prolonged sitting or standing, in an indoor office area with carpet or tile floors. Well-lit with good ventilation. Significant portions (75%