Medical Front Desk / Scheduler

Front Desk Specialist / Scheduler Overview:

Responsible for handling front office reception and administration duties, including greeting guests, answering phones, handling company inquiries, assisting patients with scheduling appointments; collecting paperwork & payments.

The Scheduler is often the first contact of patients when they visit one of our sites or facilities. This position is responsible for greeting patients and working with them on the phone or through electronic correspondence to meet their needs regarding scheduling, updating patient information and acting as a liaison in reporting any patient suggestions to management.

Front Desk Specialist / Scheduler Responsibilities and Duties:

• Welcomes patients and visitors.
• Keeps patient appointments on schedule by notifying provider of patient's arrival.
• Reminds provider / team of service delays.
• Maintains the reception area.
• Maintains patient accounts by obtaining, recording, and updating personal and financial information.
• Ensures patients fill out any insurance required form at time of check in.
• Collects payment from patients.
• Answers In-coming calls.
• Schedules appointments.
• Protects patients' rights by maintaining confidentiality of personal and financial information.
• Maintains operations by following policies and procedures; reporting needed changes.
• Contributes to team effort by accomplishing related results as needed.
• Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately.
• Request any missing patient information
• Schedule appointments via phone or via electronic correspondence.
• Schedule follow up appointments
• Coordinate appointments for patients for all clinics
• Cancel and reschedule appointments
• Work electronic worklist
• Verify and update patient demographics
• Verify visit account & insurance information
• Collect CC info for Cancels & no shows
• Update and verify primary care & referring providers
• Counsel patients on prior authorization, referral requirement and networks
• Communicate in a manner consistent with positive patient relations
• Remain calm under pressure and effectively deal with difficult people
• Independently recognize, interpret, and evaluate situations and their level of urgency
• Assist with the orientation and training of other employees
  
  
  

EDUCATION:

Must have a High School Diploma or equivalency.

EXPERIENCE:

Must have at least one (1) year patient scheduling, administrative support, or related experience in a medical office.

LICENSES/CERTIFICATIONS:

N/A

SKILLS:

Must have the following skills and/or abilities:

• Basic understanding of medical office practice procedures to include HIPAA/OSHA compliance.
• Understanding of health plan benefits (deductibles, copays, coinsurance) and eligibility verification.
• Excellent customer services skills to interact with patients in a positive, cooperative, and courteous manner.
• Strong attention to details and ability to detect discrepancies within patient records, charge tickets, or other correspondence.
• Strong computer and keyboard skills which includes MS Word and Excel, ten-key number pad or calculator by touch.
• Working knowledge of operation and maintenance of credit and collection equipment.
• Excellent interpersonal and communication skills (both written and oral) when working with patients or co-workers.
  
  
  

PHYSICAL ACTIVITIES:

• Constantly stands and sits within a given day while conducting work functions such as providing processing patient records, documenting, cleaning, and interacting with patients and coworkers.
• Constantly using of fingers and hands when typing, using a 10-key number pad, handling pens/pencils, forms/paper, telephone, tools, or other computer or office equipment.
• Frequently lifts, transfers, pushes, or pulls up to 15 lbs. of files, supply boxes, or other small office equipment.
• Hears average or normal conversations and receives ordinary information through verbal communications.
• Average, ordinary visual acuity necessary to utilize the computer or other office machinery, and to read or write instruction manuals or other documents.
• Frequently move about the office which may include climbing stairs, stopping, kneeling, and/or bending.
  
  
  

WORKING CONDITIONS:

Physical therapy office atmosphere located inside a building with no hazardous or significantly unpleasant conditions.

CONCEPTUAL/INTELLECTUAL ACTIVITIES AND OTHER REQUIREMENTS:

• Frequently convey detailed or important instructions or ideas accurately, clearly, and/or quickly.
• Understand, remember, follow, and exchange basic instructions, information, and guidelines.
• Project a courteous, professional and positive demeanor with co-workers.
• Dependable attendance and punctuality are necessary to perform the essential job duties.
• Ability to be professionally polite and helpful to a diverse clientele by presenting a pleasant, calm demeanor even in stressful situations.
• Ability to maintain self-discipline and focus on relevant matters in order to timely complete important tasks.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence and respond clearly to coworkers and supervisors.