POSITION SUMMARY
Primary responsibilities include greeting patients, check-in and check-out processes, managing the center’s wait room, maintaining a clean environment, managing provider through put, answering phones, and scheduling appointments for a high patient volume medical office. Ensure to apply exceptional customer service during each patient encounter while applying multi-tasking and detail oriented accuracy in obtaining and ensuring collection of valid patient demographics and insurance information. Applying effective time management and patient tracking, while working with back office staff to ensure patients are seen in a timely manner.
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ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Warmly greet all patients and visitors as soon as they enter the office suite/waiting area; ensuring use of exceptional customer service at all times.
2. Assists patients in signing in upon their arrival to the center.
3. Patient Registration: Obtain appropriate signatures, documents, and enter the information into office EMR system ensuring accurate information:
a. Primary Care office
b. Patient contact including address
c. Insurance information including subscriber information
d. Validation of patient to insurance relationship by viewing Photo ID and Insurance Card
e. Signed consents to treat, assignment of benefits, Notice of Privacy Practice, and demographic information
f. Collects patient responsible amounts including co-payments, payment on account, and self pay payments.
4. Answers front desk telephone and obtains necessary information from callers to resolve their questions or route them to the correct persons/department in an efficient manner.
5. Schedules patients as needed from the following scheduling queues:
a. Reschedules in the clinic due to scheduling changes for a provider
b. Calls patients from the ED list for Post Discharge
6. Answers questions about organization and provides callers with address, directions, and other information.
7. Performs other clerical duties as needed, such as filing, photocoping, and ensuring documents required for patient check-in are maintained in stock (New Patient Packet)
8. Optimizes patients' satisfaction, provider time, and treatment room utilization while the patients are in the practice AND uses best practices while scheduling.
9. Keep patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays.
10. Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining the reception area.
11. Ensures availability of treatment information by filing and retrieving patient records within the EMR.
12. Maintains patient accounts by obtaining, recording, and updating personal and financial information each time information is presented.
13. Maintains front office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; scheduling equipment service and repairs i.e., deposit materials, patient materials, credit card machine etc.
14. Help any patient in distress by responding to emergencies.
15. Protects patients' rights by maintaining confidentiality of personal and financial information. Ensures conversations with patients, in phone, or in person, are spoken in confidential tones
16. Maintains operations by following policies and procedures; reporting needed changes.
17. Contributes to team effort by accomplishing related results as needed.
POSITION REQUIREMENTS
A. Education
- High School graduate or GED.
B. Qualifications/Experience
- At least two (2) years of experience with referral authorization process and health plan/insurance.
- Medical Assistant front office experience preferred.
C. Special Skills/Knowledge
- Ability to maintain a professional and patient care oriented attitude. Must be able to multitask. Ability to read and speak Spanish required.
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