Metric

Needs Improvement

Meets Expectations

Excels

Hospitality

Frequently careless. Demonstrates poor customer relations skills. Leaves people waiting and does not create a welcoming environment at the Clinic. Cups are dirty, and the facility is not well stocked/maintained.

Enthusiastic, and displays positive behavior and makes all customers feel welcome.

Delivers a high quality and inviting experience at the clinic. Maintenance of the facility is spectacular, cleanly stocked. Practices empathy, is enthusiastic, and is constantly attentive to the needs of individuals entering the clinic to ensure everyone feels welcome, heard,and cared for.

Member Engagement

Does not connect with potential members and ineffectively, and inaccurately communicates company mission due to lack of knowledge.

Relays accurate information to potential and existing members.

Prioritizes staying up to date on all member/company related information in order to educate patients with accurate information. As the face Tia, is able to upsell services to drive higher utilization.

Administrative Duties

Has energy, drive and performance levels that are inconsistent and unpredictable. Must be reminded about tasks/process more than once on a consistent basis. Frequent errors in check in/out process such as failure to denote cash payments, cancellations, changes in insurances, incorrect payment/billing statuses reporting

Can be counted upon for steady performance. Handles administration conscientiously from start to finish. Achieves results with appropriate level of guidance. Take steps to resolve problems and make constructive recommendations.

Strongly adheres to process . Displays high levels of accuracy and work productivity. Takes pride in work and strives to improve work performance. Accurate Upkeep of DrChrono payments/patient information, and appointments. All administration and correspondence are completed on time with no errors. Accuracy is excellent.

Facility Maintenance

Clinic is not maintained, dirty dishes are left in the living space, items are not frequently replaced as they run out.

Clinic Standards are met. Clinic is clean, and ensures areas are fully stocked with appropriate items.

Any facility issues are always immediately escalated to the Clinic Manager.

Clinic standards are maintained. All areas are kept sanitary and cleaned, all areas are stocked with appropriate goods.

Bubbles up idea to clinic manager about how might improve experience based on patient feedback

Ad - Hoc Duties

Does not follow up consistently, send updates or uphold deadlines

Is reticent to take on projects / not open minded to learning to skills required to accomplish projects

Meets all project deadlines

Demonstrates excitement about learning new skills

Meets project deadlines, gatherer of information, assesses areas to improve or recommends better processes or strategies for consolidating workflow

Attendance and Punctuality

Frequent unexcused absences and/or habitually shows up late for work

(Ex. Habit of calling out a little too often)

Shows up for work on a regular basis and is always on time

Arrives for work early and stays late regularly showing initiative and drive

Flexibility

Reluctant to change or adapt to new schedule requests, etc.

Willingness to accommodate to clinic needs

Goes above and beyond for clinic needs

Feedback

Is not receptive to the constructive nature of feedback or does not show signs of acting upon feedback

Listens to feedback and immediately seeks clarification if necessary. Shows signs of acting on feedback in good faith and making necessary changes/improvements.

Accepts and acknowledges feedback and demonstrates ability to growth and adapt

Work Velocity

Lacks enthusiasm to get tasks completed and/or keep up with clinic flow and demands

Prioritizes and completes tasks correctly in a timely fashion and understands the importance of addressing matters and communicating them to stakeholders.

Anticipates tasks that create solutions for patients and Tia team members. Tasks are then completed independently and proactively to prevent or minimize issues. Models the way for other team members and assists others without prompting,

Work Quality

Does a minimal amount of work, doesn’t seem engaged, lacks initiative

Self motivated, multitasker, follows instructions, takes pride in their work

Prioritizes, takes on additional responsibility, adheres to standards