Front Desk Representative

General Summary

Responsible for providing excellent customer service and acting as the first point of contact for patients/guests. Handle a range of administrative and customer service tasks to ensure smooth front office operations. Responsible for responding to inquiries, directing calls, and maintaining a tidy and organized workspace.

Essential Functions

Perform check-in and check-out tasks, as well as insurance verification in one or more of the following areas:

Check-In

* Greet and check in patients and other visitors arriving for appointments

* Verify medical insurance benefits online or call insurance companies or primary care physicians (PCP) offices to obtain benefit information

* Coordinate with patients regarding their insurance benefits and medical provider program

* Collect co-payments/balances upfront

* Confirm and obtain referrals and/or authorizations if required by insurance, prior to visit

* Obtain, verify, and enter the patient and their provider's information into EMR, ensuring the accuracy of all entries

* Scan paperwork to EMR

* Complete end-of-day closing duties

* Answer phones promptly and courteously, handle requests and inquiries, or route as appropriate

Check-Out

* Complete check-out procedures at the end of the patient visit

* Make follow-up appointments using scheduling protocol and forcing power protocol

* Post charges and keep the posting of capitations up to date

* Fax visit notes to the PCP or referral physician

* Collect Co-payments for Self-Pay Patients or any pending co-payments to be collected

* Scan all supporting documentation into the patient's chart

Insurance Verification

* Verify insurance coverage(s) at least one day in advance

* Request and obtain authorizations and referrals

* Scan to PDF and upload verified documents to each assigned location

* Assist with overflow of incoming calls

* Communicate with patients regarding copays, deductibles, and other fees

* Cancel and/or reschedule appointments for terminated insurances

* Verify and correct if needed PCP and Marketing Plan fields

* Cross-train to cover other Front Desk positions as needed

Job Specifications

Typically has the following skills or abilities:

One to two (1-2) years of Customer Service experience

Ability to handle multiple tasks simultaneously in a fast-paced environment

Ability to handle and diffuse patient complaints and disagreements

Exceptional communication and interpersonal skills

Experience navigating Electronic Medical Records and Outlook

Prefer English and Spanish bilingual