Medical Front Desk Representative

PRIMARY FUNCTIONS:  Under the supervision of the Medical Office Manager and/or Medical Front Desk Lead, serves patients by greeting and helping them with their appointment needs; maintains records and accounts. Promoting Neighborhood Health services according to patient needs.

Demonstrates commitment to Neighborhood Health’s mission of improving health and advancing health equity in Alexandria, Arlington, and Fairfax by providing access to high-quality primary care regardless of ability to pay. 

DUTIES/ RESPONSIBILITIES: (Essential Functions: Duties and responsibilities noted with bullets are considered to be the essential functions of the job).

• Greets patients, families, and visitors in a courteous, friendly, and professional manner 
• Effectively utilizes the Electronic Medical Record (EMR) to register new patients and updates existing patient information including demographics, rendering provider, eligibility & insurance information, pharmacy, and other required fields
• Provides patient forms and other necessary documents and then check them over to ensure that required fields are completed appropriately
• Answer telephones promptly ensuring that all in-coming lines are always covered 
• Verifies patient eligibility and insurance coverage prior to every visit
• Collects co-pays or deductibles prior to the patient being seen by the provider per established policies and procedures. 
• Informs patient of their outstanding balance, noted in the EMR, collect said balance, and issue receipts when payment are collected 
• Provides excellent customer service, handle patient complaints or escalate to Front Desk Representative III and/or Office Manager
• Act as a liaison for patients and staff with questions or concerns related to mobile applications including Healow and/or other services offered by Neighborhood Health in lieu of Front Desk Lead and Office Manager
• Works closely with Medical and Nursing staff to ensure smooth patient flow and cut down on wait time
• Provides patients with support and guidance as needed
• Maintains patient waiting areas, office files, and front-desk areas in a manner that is consistently organized, neat and welcoming throughout the day
• Attends scheduled staff meeting and other meetings as needed
• Adheres to Neighborhood Health Policies and Procedure 
• Maintain confidentiality of all patient records (HIPAA compliance)

OTHER DUTIES:

• Assists with developing, coordinating, and/or recommending improvements in program area
• May be assigned to various projects to advance the development or program area
• May be asked to assist during weekend or evening
• May be assigned to other office locations
• Able to work under minimal supervision
• Other duties may be assigned

QUALIFICATION/EDUCATION and/or EXPERIENCE REQUIREMENTS: 

• High school graduate/GED with a minimum of 2 years’ experience in customer service or administrative work in medical office settings
• Ability to relate to patients, through familiarity with medical terminology
• Demonstrated ability to build and maintain good customer rapport
• Excellent interpersonal communication skills and the ability to work effectively with a diverse workforce and client base
• Experience with information technology, electronic health records, medical records, culturally diverse populations, and care of underserved populations
• Knowledge of the local healthcare environment  
• Bilingual in English and Spanish preferred