Purpose :

To provide front office support in clinical areas.

Essential Duties / Responsibilities :

As applicable for your department :

• Greets, acknowledges and provides closure to all customer needs in a professional and efficient manner
• Maintains effective communication and interacts appropriately and professionally with all members of health care team
• Checks patients in and out following standard operating processes to include management of samples, notes, forms, scripts, directing patients, and triage sheets
• Schedules, coordinates and reschedules all patient appointments (includes office, outpatient procedures, hospitals, and other medical facilities)
• Answers incoming calls and takes necessary action
• Maintains provider schedules as directed by manager
• Maintains physician on-call schedule for department
• Keeps logs as required by Manager
• Attends department and other meetings as required by Manager (including training and re-education)
• Maintains inventory of office supplies and orders as needed
• Opens and sorts mail
• Directs patients to contact Central Business Office for additional billing inquiries
• Assists Manager with other duties deemed necessary to achieve efficiency and a cohesive working environment

Other Duties :

As assigned by Manager

QUALIFICATIONS

Required :

High School Diploma or GED Equivalent

Preferred :

• BLS / CPR Certified

ADA Physical Demands :

Rarely (Less than .5 hrs / day) Occasionally (0.6 2.5 hrs / day) Frequently (2.6 5.5 hrs / day) Continuously (5.6 8.0 hrs / day) Position Dependent (prn)

Physical Demand

Required?

Frequency

Standing

Position Dependent

Sitting

Continuously

Walking

Position Dependent

Kneeling / Crouching

Rarely

Lifting

Rarely

Patient Representative Competencies

General

• Customer Service
• Professionalism / Integrity / Responsibility
• Teamwork / Lean Process Improvement
• Game Changer / Initiative
• Dependability / Punctuality
• Interpersonal Relationships / Communication
• Judgment / Decision Making / Problem Solving
• Quality / Quantity
• Safety / Housekeeping
• Organizational Skills / Time Management

Department Specific

• Follows reception process for all check in duties.
• Follows appointment preparation process for all scheduled appointments including eligibility verification, referral / authorization / managed care processes.
• Follows process for all demographic data entry.
• Follows appointment process for scheduling to include system reports (cancel / reschedule), Live Chat, and appointment request mailbox.
• Follow check out processes for appointments, referrals, tasking, communications, managed care and failsafe.
• Follows insurance process for all insurance data.
• Follows cashier process for collections, retail sales, and batching.
• Follows patient financial counselor process for billing inquiries and concerns.
• Follows all processes for reconciliation of internal communications.
• Follows HIPAA guidelines.

Last updated : 2024-05-16