Job Description

Job Description

Job Description

Role Title: Front Desk Associate - Full Time (Front and Back Office)

Location: 3921 Sunset Blvd 2nd Floor, Los Angeles, CA 90029

Schedule : Monday through Thursday, 11:30 am to 8:00 pm. Friday, 8:30 a.m. to 5:00 p.m. Rotating Saturdays 7:30 am to 4:00 pm.

Compensation: $22 - $23/hr.

Manager: Clinic Manager

Role Summary: Ensures hospitable patient member experience at the Tia Clinic, and in collaboration with the care team and Clinic Manager, maintains efficient patient operations. Actively participates in reporting feedback/suggestions related to patient care, and clinic or front of house process to supervisory staff

Values :

Achieve excellence, with regard to impact over effort

• Be compassionate
• Practice a meritocracy of ideas
• Ownership mentality

Abilities:

• Client service mentality, understanding + ease of practice "hospitality principles"
• Creative problem-solving
• Process - oriented thinking
• Conflict Resolution
• Ability to navigate ambiguity
• Enthusiastic, energetic, and friendly disposition despite highly demanding environment
• Ability to maintain composure under stress
• Cross-functional collaboration
• Interpersonal communication: be aware of other's reactions and embody empathy
• Proven ability to learn from mistakes, ability to reflect

Skills:

Proficiency in core MS/Google Suite

• Customer Service skills

Tech-savvy: willingness to learn new technologies and frameworks Excellent verbal and written Communication

• Strongly adheres to process
• Resourcefulness
• Highly Organized
• Keen to Detail
• Self - motivated

Responsibilities:

Hospitality: Be compassionate and utilize interpersonal communication to execute a hospitable and seamless patient experience

• Greet and direct all patients, or other related individuals to appropriate locations while maintaining excellent customer service at all times
• Maintain lines of communication amongst care team members to ensure back and front of house operations are aligned with patient/care team needs

Member Engagement: Compassionately embody the voice of Tia for prospective and existing members and provide excellent client service orientation

• Educate patients when visiting the clinic on Tia Services (workshops, acupuncture, community events, retail products, pricing, etc.)
• You're passionate about diversity and inclusion. You believe in sex-positive, no judgement and radically inclusive healthcare for every person, and espouse these values in your everyday life

Administrative Duties: Have a great ability to prioritize and multitask in a fast paced environment

• Spearhead all administrative duties varying from scanning and uploading patient medical health information, electronic filing of EOBs, documentation upkeep of clinic operations such as Wellness Credits, billing Issues, Inventory, Mail assortment, Accuracy in DrChrono Appointments Check In/Out Flow in regards to: Payment Profiles, Billing Status
• Assist care coordinators in the booking process. Scheduling all inbound patients based on assignment.

Facility Maintenance: Set the bar incredibly high and be keen to detail

• Basic housekeeping to ensure communal areas are stocked, cleanly, and maintained
• Escalate any facility maintenance issues

Ad - Hoc Duties: Through cross-functional collaboration, have the ability to execute ad-hoc projects as needed and meet deadlines .

• Undertake additional ad-hoc projects as assigned to help with clinic operations varying from research, product sourcing, GSuite Documentation of processes, miscellaneous errands, facilitation of team meetings and/or trainings

Other important details:

• You are available 40 hours/week including Saturdays
• You're authorized to work in the US
• Tia is an equal opportunity employer

Tia is building a culture of excellence — in people, process and product. This is our northstar value;

What is excellence, exactly?

Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We're looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records.

We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia's highest order value because it crystalizes into one word several behaviors that we hold dear, specifically:

A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we're energized by the possibility of invention, innovation, and iteration

Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)

Asking why, then why again — because accepting "this is just the way it is" is not good enough

Grit & perseverance — a maker mentality that involves "rolling up your sleeves", but also deep care for oneself and for others

A commitment to uncovering talents to unlock "rock star" potential across every individual

Furthermore, excellence reflects the "bigness" and the "boldness" of Tia's mission and vision — a world in which every woman can achieve optimal health, as defined by herself.

Said another way, Tia's mission is NOT to make healthcare incrementally better for women. Instead, we've intentionally set out to create a fundamentally new paradigm for modern women's healthcare that's truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a "one and done." We have not and will not "get it right" with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully "achieve." By design, we will never be "done" with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence.

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