Front Office Executive - Clinic

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.