Summary
Under the direction of the Front Desk Supervisor, Manager and/or Director of Operations, the Front desk Representative is responsible for the daily administrative tasks of the front desk for all clinics. Organization, attention to detail, prioritizing problem solving and multitasking are necessary to ensure a high level of customer service. Customers include patients, physicians, vendors, clients and staff.

Essential Duties and Responsibilities

Demonstrates a courteous, friendly and professional demeanor while he/she greets and checks in patients, visitors and vendors.

Checks in patients and collects payment from patients; manages a daily collection log for co-pays, balances, deposits,. Balances their cash drawer and submits reconciliation reports at the close of each business day. May assist with preparation of deposit and arranges for pick up or courier if in a satellite location.

Maintains the cleanliness and tidiness of the front desk area and patient waiting rooms

Screens every visitor and respond accordingly. Adheres to all company procedures and policies for receiving deliveries (Fed Ex, UPS, USPS, couriers, etc.…)

Maintains a friendly and professional demeanor while answering and routing phone calls as necessary.

Verifies patient’s demographic and insurance information. Makes appropriate changes in the EMR system to ensure all patient information is correct. Reviews each patient chart and schedule the day before clinic in order to anticipate the proper intake interview, missing documentation, required authorizations, copay and/or balance amounts and insurance eligibility.

Prepares school and work excuses as needed.

Accepts xrays and medical records for prospective new patients as needed and distributes to the proper staff member.

Checks out patients and schedules returning patient appointments according to the provider and practice protocols as necessary

Assesses patient needs (wheelchairs/ambulation requirements) and assists with calling transport for patient pickup as needed.

Maintains a high level of confidentiality when servicing patients.

Must have flexibility with hours as needed for clinic.

Completes pod assignment board for the next day’s clinic at the close of each day for certain locations.

Follows proper security procedures at the close of each day to ensure facility safety

Receives and distributes faxes daily as necessary

Collects/Sorts and distributes incoming mail as necessary

Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Works well with patients, vendors, and physicians by keeping them informed and promoting a positive image of the company at all times. Exhibits good listening and comprehension; Selects and uses appropriate communication methods. Makes eye contact with the patients as they check in and should not use cell phone at the front desk at any time when patients are present. Looks for ways to improve and promote quality patient care.

Teamwork - Accountable to team and departmental goals, works to meet established deliverables, balances team and individual responsibilities, gives and welcomes feedback, puts success of team above own interests. Communicates with team regarding overall patient care including using resources efficiently working toward a positive patient experience. Understand the responsibilities of their work and how the flow of the front office affects the overall flow of the entire clinic.

Organizational Support - Follows policies and procedures, completes administrative tasks correctly and on time; supports organization’s goals and values. Adheres to all policies and procedures while maintaining patient confidentiality according to HIPAA guidelines.

Dependability - Adheres to the company’s time and attendance policy. Is punctual, good attendance record, minimal to no missed punches, works independently with little to no supervision, self-starter, adheres to departmental and companywide time lines, maintains focus.

Productivity - Prioritizes and plans wok activities to ensure the completion of daily tasks. Uses time efficiently, plans for additional resources, sets personal goals and objectives to meet departmental goals.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; Keeps abreast of current procedures and/or industry changes that may affect the department and/or patient service.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED).
Minimum one year experience in customer service in a high volume atmosphere. Prefer minimum two years’ experience as front desk associate in a health care organization to include basic knowledge of insurance plans, coverage and procedures.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to sort and file materials correctly by alphabetic and numeric systems.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, and percentages.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with standardized situations with only occasional or no variables.

Computer Skills

To perform this job successfully, an individual should have knowledge of Electronic Medical Records (EMR) preferably Athena Database software; Outlook and MS Word Processing software. Skills in operating in computers, copying, scanning and faxing preferred.

Certificates, Licenses, Registrations

None

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands regularly; and to talk or hear. The employee is required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision.

May be required to travel to one or more satellite locations depending on staffing changes. May be required to participate in educational courses that correspond with current systems or functionalities.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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