Behavioral Health Front Desk Associate

Description

JOB SUMMARY: The Behavioral Health Front Desk Associate serves as the first point of contact for patients, providing exceptional customer service while managing patient registration, scheduling, insurance verification, payment collection, and electronic medical record updates. This role supports the behavioral health team by ensuring efficient front-office operations and a positive patient experience.

Duties And Responsibilities

• Checks in patients, verifies identity and insurance coverage, and determines eligibility for the Sliding Fee Scale program.
• Verifies patient identity and insurance eligibility for each visit by obtaining photocopies of driver’s licenses, insurance cards, documentation for the Sliding Fee Scale.
• Reminds patients of upcoming appointments, follow-up visits, and referrals as applicable.
• Maintains and ensures patient confidentiality.
• Updates Electronic Medical Record system as needed (scheduling/rescheduling appointments, collection and recording patient co-pays, checking billing notes, collecting fees for service, updating insurance information, entering patient registration information, etc.).
• Provides accurate and detailed phone messages to providers and staff.
• Screens all phone calls that come in and manages the “flow” of the front desk (answering patient questions, scanning/faxing/photocopying documents as required).
• Collections patient payments at the time of each visit; posts patient payments in eCW daily.
• Maintains a safe, secure, and healthy work environment by following established standards and procedures; comply with legal regulations.
• Ensures front office and clinic policies and procedures (as applicable) are always followed.
• Updates job knowledge by participating in educational opportunities; reading professional publications.
• Attends and actively participates in staff meetings.

Other Duties

• Promotes and demonstrates Hope values of: Gospel motivation, Prayer, Excellence, Stewardship, Patience, Thankfulness, Humility, Service, Dignity through Relationship and Hospitality and Joy.
• Absolute courteous and professional demeanor; greets individuals and patients as they enter and exit the clinic.
• Performs all other duties as assigned.
• Complies with HIPAA regulations and protects patient information.
• Maintains compliance with applicable HRSA Health Center Program Requirements and organizational policies.
• Participates in quality improvement initiatives and supports clinical team efforts to ensure patient-centered care and positive health outcomes.

Requirements

• Minimum 1 year of medical front office experience - required.
• Experience with scheduling and insurance verification - required.
• Fluency in English and Spanish – required.

Qualifications

• Education Required: High School Diploma or GED - required.
• Key Competencies For Success:
  • Faith to believe that Hope is a ministry of God, exemplifying the love of Christ, and held and directed by the Holy Spirit.
  • Ability to operate general office machinery (computers, calculators, copy/fax machine, telephones, etc.).
  • Outstanding ability to build interpersonal relationships at all levels.
  • Excellent communication skills, both written and verbal.
  • Demonstrated passion for community health care.
  • Proven leadership, teambuilding, and organizational skills.
  • Proven ability to maintain integrity in a fast paced and high-demand environment.
  • Proven ability to manage performance goals.
  • Ability to interact with people from all ethnic backgrounds, ages, and lifestyles; ability to understand and respond appropriately, effectively, and sensitively to special populations.