To provide strong leadership and management guidance to the Front Office team.

· To ensure effective operational alignment of Physician appointment scheduling with the needs of the business

unit/facilities.

· To monitor and manage client expectations and satisfaction through Patient Experience feedback.

· To manage and optimise outpatient collections for the company.

· To monitor and manage the accurate recording/processing of patient data to prevent financial risk for the

company.

· To create and continuously maintain an enabling environment where people can develop and grow.

· To ensure that performance management contracts are in place for the team.

· Conduct and document bi-annual performance conversations .

· Identify high potential talent and ensure that development plans are facilitated in cooperation with Human

Resources.

· Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.

· Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are

signed off .

· Maintain professional conduct and discipline within the team.

· Work closely with the recruitment team to recruit and select competent employees .

· Monitor employee scheduling of the department to ensure sufficient operational coverage.

· Ensure accurate updates on uploaded Physician schedules.

· Monitor scheduling to ensure best, 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 participation rates of patients in Press Ganey surveys

. · Ensure the overall appearance of the Front Office area is in line with NMC quality and safety standards.

· Efficient accompaniment of patients to units in the absence of supporting employees.

· Outstanding and revenue reports are prepared and analysed.

· The system is updated accurately with payments received.

· Age analysis report is generated and daily follow up on outstanding amounts completed.

· Coordinate the requests and approval of payment arrangements and document accordingly.

· Ensure that challenging clients are dealt with in a professional and respectful manner.

• Effective implementation of policies and procedures.

· Monitor and manage accuracy of patient admission date.

· Clearly communicate expectations and ensure that roles and responsibilities are clear.

· Provides direction to direct reports by ensuring that everyone understands the strategy of the company and the supporting operational and clinical goals that needs to be met.