Job Description

Overall Summary:

Provide customer service to patients at the front desk. Responsibilities include registering and confirming patient demographics in EPIC, verifying program eligibility, and collecting appropriate payments. Open appointment billing encounters, place with the medical chart, and notify the provider’s medical assistant when the patient is ready. Assist patients with appointment scheduling, information requests, and provide resource materials. Must be available to work a flexible schedule, including evenings and weekends.

Essential Responsibilities:

Under the general direction of the Front Desk Supervisor, the Front Desk Representative performs a variety of complex, professional, analytical, and confidential front desk services. Duties include:

• Register patients for appointments, certify eligibility, and open medical encounters.
• Confirm and update patient demographics in the medical information system.
• Calculate charges, collect patient payments, and balance monies with daily receipts per clinic protocol.
• Assist patients with appointment scheduling, information requests, and provide resource materials.
• Demonstrate commitment to customer service excellence in all internal and external relationships and in the performance of all duties and responsibilities.
• Perform phone receptionist duties as needed.
• Perform clerical tasks including maintaining workstation materials and supplies, mailings, and other clerical services.
• Work flexible schedule and overtime, as necessary.

Secondary Responsibilities:

• Attend workshops, training, and meetings as needed or requested.
• Perform other duties as assigned by supervisor.

Qualifications:

Required Education, Experience, Training:

• High School Diploma or equivalent
• Minimum of three months of medical office or customer service experience
• Bilingual
• Proficient in Microsoft Office products including Excel, Word, and Outlook

Preferred Education, Experience, Training:

• One year of medical office experience
• Community or public health experience preferred
• Experience with medical practice management programs

Certifications/Licenses:

• Access to reliable transportation

Critical Success Factors:

• Ability to follow directions
• Maintaining confidentiality and HIPAA compliance
• Excellent customer service and client service philosophy
• Appreciation and respect for serving a diverse population
• Reading and writing skills for reviewing records
• Strong problem-solving, organizational, and multi-tasking skills with attention to detail
• Proficiency in Microsoft Office and internet usage

Work Conditions:

• Local travel to other sites may be required; occasional day or overnight trips to attend events
• Workload may be demanding; professionalism and confidentiality required

Physical Demands:

• Sitting, walking, and standing typical of a medical office environment; some bending, stretching, and lifting required
• Manual dexterity for standard office equipment and computer keyboard
• Ability to read, sort, check, count, and verify numbers
• Reading and writing for reviewing records

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