Description:
Job Description
The Front Office Representative efficiently and effectively handles patient flow for the Primary Care Medical Practitioners at Family Healthcare Associates. They are responsible for greeting and directing patients and visitors to the clinic, assisting with patient registration, check-in, check-out, collecting copays & deductibles, scheduling appointments, and answering phone calls. Successful candidates work well in a team environment and are respectful and empathetic to patient's needs and concerns.
Essential Skills and Functions
• Greeting and directing patients and visitors.
• Acting as a liaison between patients and medical support staff.
• Answering telephones, scheduling patient appointments, receiving and posting payments.
• Checking in patients, verifying and updating necessary information in computerized patient charts.
• Checking out patients, collecting copays or deductibles and reviewing charges
• Maintaining work area, lobby and patient flow
• Excellent verbal, written, and interpersonal communication skills.
• Works efficiently and effectively in a fast-paced environment.
• Follows documented protocols and procedures.
• Appropriately escalates issues outside of existing protocols to meet the needs of the patient.
• Identifies special needs and takes the proper steps to ensure patient appointments are scheduled appropriately.
• Follows all HIPAA and privacy rules while discussing sensitive health information with the patient or their authorized delegates.
• Meets performance and service level criteria as defined in "Performance Metrics."
• Works well with a diverse group of professionals in a team environment.
• Proactively and professionally identifies opportunities for improvement in work processes and/or setting.
• Follows all clinical safety protocols and infection control procedures
Qualifications
• Superior customer service and communication skills.
• Empathetic to patient's needs and concerns.
• Highly motivated and organized.
• Able to simultaneously manage multiple tasks.
• Experience with basic desktop software, medical practice management, and electronic medical record systems
• Fluent in English
• Excel under pressure with attention to detail
• Experience with CPT/ICD9 coding
• Knowledge of and adherence to HIPAA rules and regulations
• Knowledge of and adherence to Bloodborne Pathogen & OSHA Safety procedures
Physical Demands/Work Environment
• Possible risk of exposure to hazardous conditions and blood borne pathogens
• Operation of various office equipment: fax machine, telephone and voice mail system, personal computer, e-mail system, cell phone, and photocopier
• May be required to sit or stand for long periods of time
• Light lifting - up to 20 lbs, reaching, bending