Front Desk Associate

About the role

The Front Desk Associate serves as the first point of contact for patients and visitors, creating a welcoming environment, handling patient check in/outs, managing calls/emails, scheduling, providing information, resolving issues, and performing administrative tasks like data entry ensuring smooth operations and excellent customer service in medical facilities.

Responsibilities

• Greets patients warmly and verifies appointment details.
• Collects necessary documentation including ID, Insurance Cards, referral forms, etc.
• Books, confirms, and reschedules appointments.
• Verifies insurance eligibility and benefit coverage for all in-office visits, procedures, and tests.
• Collections co-payments and outstanding balances; calculates patient's financial responsibility and communicates to patient; documents in practice management system.
• Explains billing procedures.
• Completes chart prep prior to clinic as needed (print routers, face sheets, etc.).
• Completes medical records requests that come directly from the patient.
• Completes assigned tasks as related to the appointment rescheduling queue timely.
• Maintains and completes tasks related to appointment recall and reminder process as set by practice SOP.
• Answers phones and responds to inquiries.
• Relays messages between patients and clinical staff.
• Maintains protected health information in accordance with HIPPA/PHI guidelines.
• Handles paperwork such as consent forms and HIPAA compliance.
• Interacts with all internal and external customers in a caring and respectful manner.
• Accepts deliveries of packages, mail, and other supplies from outside vendors.
• Maintains a clean, organized, and welcoming reception area for all patients and visitors.
• Provides clear information about services, wait time, and policies.
• Addresses patient concerns professionally and respectfully.
• Photocopies and faxes records and forms according to established policies and procedures.
• Maintains patient confidentiality.
• Participates in orientation/instruction of new administrative personnel as requested by management.
• Contributes to the team effort by completing additional tasks/projects as directed.
• Attends daily huddle and regularly scheduled team meetings.
• Participates in on-boarding and training of new front desk associates and other administrative team members as assigned.

Requirements

• High School Diploma or the equivalent.
• Years related experience required.
• Nextech/ICP experience strongly preferred.
• Minimum of 1-year medical office experience strongly preferred.
• Strong reliability with good attendance and punctuality.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.

Qualifications

• Strong interpersonal and communication skills.
• Attention to detail for accurate data entry and insurance verification; strong organizational skills.
• Basic understanding of healthcare insurance payors and programs.
• Ability to multitask in a fast-paced environment.
• Familiarity with healthcare regulations (HIPAA, privacy laws).
• Basic math and cash handling.
• Excellent customer service skills.

Skills

• Understanding of medical terminology.

Benefits

We offer a competitive benefits package to our employees including Medical, Dental, Vision, 401(k) with match, HSA/FSA, Telemedicine, Generous PTO Package, Employee Discounts and Perks, Employee Assistance Program, Group Life/AD&D, Short Term Disability Insurance, Long Term Disability Insurance, and EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.