About

• Description
• General Summary

• Responsible for providing excellent customer service and acting as the first point of contact for patients/guests. Handle a range of administrative and customer service tasks to ensure smooth front office operations. Responsible for responding to inquiries, directing calls, and maintaining a tidy and organized workspace.

• Essential Functions

Perform check-in and check-out tasks, as well as insurance verification in one or more of the following areas

• Check-In
• · Greet and check in patients and other visitors arriving for appointments
• · Verify medical insurance benefits online or call insurance companies or primary care physicians (PCP) offices to obtain benefit information
• · Coordinate with patients regarding their insurance benefits and medical provider program
• · Collect co-payments/balances upfront
• · Confirm and obtain referrals and/or authorizations if required by insurance, prior to visit
• · Obtain, verify, and enter the patient and their provider’s information into EMR, ensuring the accuracy of all entries
• · Scan paperwork to EMR
• · Complete end-of-day closing duties
• · Answer phones promptly and courteously, handle requests and inquiries, or route as appropriate

• Check-Out
• · Complete check-out procedures at the end of the patient visit
• · Make follow-up appointments using scheduling protocol and forcing power protocol
• · Post charges and keep the posting of capitations up to date
• · Fax visit notes to the PCP or referral physician
• · Collect Co-payments for Self-Pay Patients or any pending co-payments to be collected
• · Scan all supporting documentation into the patient’s chart

• Insurance Verification
• · Verify insurance coverage(s) at least one day in advance
• · Request and obtain authorizations and referrals
• · Scan to PDF and upload verified documents to each assigned location
• · Assist with overflow of incoming calls
• · Communicate with patients regarding copays, deductibles, and other fees
• · Cancel and/or reschedule appointments for terminated insurances
• · Verify and correct if needed PCP and Marketing Plan fields
• · Cross-train to cover other Front Desk positions as needed
• Requirements
• Job Specifications

Typically has the following skills or abilities

• One to two (1-2) years of Customer Service experience
• Ability to handle multiple tasks simultaneously in a fast-paced environment
• Ability to handle and diffuse patient complaints and disagreements
• Exceptional communication and interpersonal skills
• Experience navigating Electronic Medical Records and Outlook

• Prefer English and Spanish bilingual