Description

The Front Desk Specialist is responsible for basic clerical tasks such as answering the phones, greeting patients and visitors, scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, check-in and check-out, collecting co-payments, deductibles, and any other patient owed account balance, filing and medical records. The Front Desk Specialists must ensure that all procedures, from pulling correct patient files to charting insurance information, are closely followed so that the medical team can concentrate on the well-being of the patients. Front Desk Specialists work with the back-office personnel and helps in the back-office area, when needed.

Requirements

1. Welcomes and greets all patients and visitors, in person or over the phone

2. Answers the phone while maintaining a polite, consistent phone manner using the following proper telephone etiquette:

a. Being an active listener – focusing on the speaker and the issue being discussed, trying not to interrupt, being aware of non-verbal communication, avoiding talking to someone else

b. Having good phone manners by answering quickly (at least by the third ring), speaking slowly and clearly, and asking permission before placing a caller on hold

c. Maintain confidentiality by being cautious about the information given over the phone keeping in mind that other people may hear your conversation

d. Considering the following:

§ Always thank the caller for calling

§ Never hang up first

§ When taking messages, be as detailed as possible

§ Staying calm and polite even when a patient/visitor may not be.

3. Responsible for keeping the area clean and organized

4. Registers new patient and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards)

5. Collecting patient past due balances

6. Scanning incoming faxes

7. Generate batch transmittal reports for each day

8. Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff

9. Responds to inquiries by patients, prospective patients, and visitors in a courteous manner

10. Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment

11. Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.

12. Ensures proper hand off of responsibilities once their task is completed

13. Meets established attendance criteria and starts work promptly. Punctual and dependent for assigned/confirmed shifts

14. Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.

15. Consistently demonstrates good use of time and resources.

16. Ensuring that all medical records are accurate and complete within the SBU for all patients.

17. Ensuring compliance of healthcare regulations, medical laws and high ethical standards.

18. Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.

19. Performs other position related duties as assigned