Front Office / Customer Service Representative

Job Description

Salary: Based On Experience

Position Title: Front Office Coordinator

Employee Status: Non-exempt

Job Summary: As the Front Office Coordinator, you are the embodiment of our practice's values in every interaction. Ensuring exceptional customer service for our patients and referrals remains our foremost commitment. Your responsibilities encompass a broad spectrum, including but not limited to: warmly welcoming patients, promptly attending to phone inquiries, scheduling appointments with efficiency, meticulously verifying insurance benefits, providing accurate financial estimates for surgical procedures, maintaining patient records, and orchestrating seamless patient flow throughout the practice.

Your ability to perform these tasks plays a pivotal role in shaping our patients' experiences and maintaining the high standards we uphold.

Qualifications: To perform this job successfully, an individual must be proficient in each essential duty as listed below.

Essential Duties:

Greets patients upon arrival to the practice with professional courtesy.

Carry-out essential tasks associated with patient check-in and check-out processes with accuracy and efficiency.

Answer a heavy phone volume with efficiency and politeness.

Register new patients, obtaining appropriate information, and accurately completing data input into practice management software.

Reviews and electronically endorses patient registration forms received via the practice website, seamlessly integrating data into the practice management software system.

Monitors voicemail messages and promptly relays or responds to messages.

Create correspondence, memos, post-operative treatment letters and other documents, as requested.

Uses computer email, facsimile, or courier service to transmit information or documents when requested. Adhering to all HIPAA compliance requirements, receive and send patient information.

Contant monitoring and sorting of the office email accounts.

Arranges for pathology specimen pickup.

Scans pathology results to patient account and notifies the doctor accordingly.

Places proper signage of the office is temporarily closed for any reason.

Records changes to office voicemail as necessary notifying patients of any change of office hours per scripts provided.

Adheres to all safety and health regulations.

Appointment Tasks

Effectively manages patient scheduling by proactively working with referrals, patient’s, and internal protocols to maximize the schedule.

Monitors the schedule regularly, adjusts the schedule as necessary, and reschedules patients as needed.

Schedules and adjusts patient appointments to maximize the patient care and doctor preferences.

Confirms patient appointments in accordance with the practice confirmation schedule.

Keeps manager aware of scheduling problems, issues or concerns, as they arise

Obtains x-rays and referral letters from the referring provider and scans to the patient account upon receipt

Organizes daily charts and provides to clinical staff for review

Knowledge/Skills/Abilities:

Poses suburb customer service skills.

Be a team player. Taking ownership of your part in the practice and patient care.

Demonstrated communication skills with professionalism.

Proficient with computers, computer software (MS Excel, Word,) and Practice Management software.

Ability to maintain composure and professionalism when exposed to stressful situations.

Ability to engender trust from the doctors, co-workers, and patients.

Ability to work cooperatively with management, staff, and patients.

Ability to prioritize, organize, and complete tasks in a timely and independent manner.

Ability to accept constructive criticism.

Ability to understand and follow written and verbal instructions.

Ability to collect data, establish facts, draw valid conclusions, and maintain confidentiality.

Ability to communicate and express thoughts and ideas competently.

Ability to quickly grasp relevant concepts regarding duties and responsibilities.

Ability to greet visitors professionally and courteously.

Knowledge of English composition, grammar, spelling, and punctuation

Skilled in the use of standard office equipment including telephones, calculators, copiers, fax,

Insurance Tasks

Confirms insurance information, including subscriber's information, is entered correctly in the practice management software and updates as necessary

Follows up with patients for missing and/or incorrect insurance information

Financial Tasks

Records treatment planned in the practice management software

Communicates with patients regarding financial options

Coordinates patient financial arrangements according to the financial policy

Reconciles patient payments by receiving and recording patient payments on the patient ledger

Reviews patient charts for any incomplete treatment

Completes Daily Check Sheet and submits completed sheets to the manager at the end of each day

Collects payment due from patients in person or via telephone

Education/ Experience:

High school diploma or equivalent required.

Associate or bachelor’s degree preferred.

Minimum of 2 year(s) relevant experience in a medical office administrative roll.

Minimum of 2 years of relevant customer service experience.

Experience with managing a busy multi-line phone system.

Experience with insurance intake process.

CPR & first aid certificate holder

Physical and Environmental Requirements:

May be required to lift up to 25 lbs

Active movement throughout the day: sitting, walking, standing, squatting, bending, stooping, reaching, etc. (not a sedentary position).

Vision: close vision, depth perception, and ability to adjust focus

Hearing: able to satisfactorily communicate with patients, doctors, and other staff members to ensure that verbal communication is clearly understood, or a satisfactorily-equivalent method of communication

Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or operate equipment.

Occasional exposure to toxic or caustic chemicals and radiation

Exposure to moderate noise levels

Exposure to hectic, fast-paced, high anxiety environments

Additional or different duties may be assigned occasionally at employer's discretion.