Front Office Executive - Clinic

Job Description:

Job description:
KRA for Front Office – Physiotherapy Clinic
1. Patient Reception & Customer Service
KRA: Ensure a welcoming, professional, and caring experience for all patients.
KPIs: Patient satisfaction score (feedback forms / Google reviews).

2. Appointment Management & Scheduling

KRA: Efficiently handle patient appointments, cancellations, and rescheduling.
KPIs: Accuracy in scheduling (% of error-free bookings).
No-show / missed appointment rate.
Number of double-booking errors (target: 0).

3. Billing & Payments
KRA: Ensure accurate billing and timely payment collection.
KPIs: Billing accuracy rate.

4. Patient Records & Data Management
KRA: Maintain accurate, confidential, and updated patient records.
KPIs: 100% of records updated on the same day.
Zero data entry errors.
Compliance with data privacy protocols.

5. Clinic Coordination & Support
KRA: Coordinate with physiotherapists and support staff for smooth clinic operations.
KPIs: Number of operational escalations handled without delay.
On-time communication of schedule changes to staff/patients.

6. Inventory & Supplies Monitoring (Optional if role includes it)
KRA: Ensure front desk and patient area supplies are maintained.
KPIs: Zero stock-out incidents for essential items.
Monthly inventory reports submitted on time.