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.