Description

JOB TITLE: FRONT DESK PROCESS TRAINER

REPORTS TO: PROCESS AND TRAINING MANAGER

STATEMENT OF PURPOSE:

Provide training to all Front Desk staff to ensure accuracy, efficiency and smooth operations. Will share expertise and knowledge of processes. Trainers will provide ongoing audits of Front Desk staff and provide feedback on ways to improve. Will develop new processes with the Process and Training Manager. The Trainer is under the general supervision of the Process and Training Manager.

ESSENTIAL FUNCTIONS:

Trainer

• Conduct all new hire registration training of the Front Desk Staff to ensure accuracy and optimal customer service.
• Identify training issues and coordinate training literature and program.
• Work in conjunction with the Process and Training Manager to develop and maintain an electronic Front Desk Clerk procedure manual that can be used for both a reference and training tool.
• Conduct random audits during designated training period of daily work and/or intake to assure accuracy of data.
• Obtain and maintain understanding of insurances, ICD 10, and CPT codes, and communicate any changes to Front Desk staff.
• Conduct annual re-fresher training of all Front Desk staff, working with the Process and Training Manager, Leads, and Site Managers to ensure all appropriate staff is present for the re-fresher course.
• Trains and directs the workflow and processes of the front desk and stays up to date, including working with Site Managers and Lead front desk Clerks.
• Maintain complete knowledge of and comply with all departmental policies and procedures
• Schedule appointments and walk-in appointment to meet patient and provider requirements, in a friendly and professional manner.
• Answer questions regarding patient account status. Refer patient to appropriate resource for financial counselling and assistance when questions involve patient account activity such as collection, slow pay, fee-for-service errors, claim processing or refunds to patient
• Maintain accurate and continually updated knowledge of all information required for billing purposes.
• Refer patient to Front Desk for 3 week sliding fee and/or Outreach department if eligibility for the one year sliding fee discount is identified or if a change in payor source is identified
• By phone or in person, answer patients non-medical questions, services provided by the clinic, payment options and all other pertinent questions.
• Direct telephone calls, obtain necessary information to records messages in a timely and professional manner, and routes information to the appropriate medical staff/provider
• Receives Web Encounters from patient and imports information into the practice management system and/or assigns to appropriate provider to address encounter.
• Provide Patient Portal/Healow information and assist patients with registering for the portal and Kiosk.
• Assist patient with user information, setting and resetting password, and unlocking portal accounts.
• Assure compliance with all HIPAA requirements. Maintain patient confidence and protect clinic operations by keeping information confidential, and following release of information protocol
• During staff shortages and/or busy times, provide coverage for Front Desk and Outreach and Enrollment staff and outlying sites as needed to ensure quality and expedient customer service

Qualifications

EDUCATION AND EXPERIENCE:

• High school diploma or equivalency preferred
• One year as a cashier/receptionist in a medical facility or public contact position preferred