Front Desk Representative

About the role

The Front Desk Representative facilitates the flow of patient information across the continuum of care, including data collection of insurance demographics when a patient arrives at the practice site. This role ensures patients are scheduled, checked in, and checked out accurately and promptly.

Responsibilities

• Provides exceptional customer service to patients and their families.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Collects and verifies all demographic, insurance, and financial information and enters information into Electronic Medical Record (EMR).
• Assists patients with Phreesia tablets and medical forms, as necessary.
• Obtains patient emails for patient portal registration.
• Collects co-pays, co-insurances, deductibles, and past due balances for all patients.
• Processes patient intake forms and schedules follow-up appointments through EMR.
• Schedules follow-up appointments in accordance with insurance guidelines.
• Organizes and performs work effectively and efficiently, demonstrating standards of performance ownership, teamwork, communication, compassion that support patient satisfaction and principles of service excellence.
• Maintains cleanliness of patient waiting area.
• Prepares procedure packets.
• Participates in and completes all required trainings and in-services.
• Handles phone inquiries from patients and others, screens calls, and refers callers to the appropriate personnel.
• Schedules follow-up appointments via telephone, patient portal, and in-person.
• Makes appointments via telephone, patient portal, and in-person.
• Responsible for copying, barcoding, and scanning medical records, as needed.
• Performs other duties as assigned.

Requirements

• High School Diploma or equivalent.
• Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
• Excellent written and oral communication skills, including exceptional customer service.
• Ability to establish and maintain effective working relationships with doctors, clinical staff, other co-workers, and the public.
• Ability to work individually as well as within a team.
• Ability to accurately collect and maintain money.
• Ability to follow both verbal and written instructions.
• Ability to work a flexible schedule.
• Ability to respond with patience and understanding during stressful conditions related to patient health and emergent situations.
• Ability to multi-task and prioritize.
• Extremely attention to detail.
• Strong organization skills.
• Ability to problem solve and use reasoning.
• Ability to meet predefined quality standards.
• Professional attitude and appearance at all times.
• Proof of influenza vaccination annually (must wear a procedure mask if refusing the flu vaccine).
• Two (2)-step PPD.
• Completion of all regulatory competencies in accordance with working in the ASC.
• A strong desire to provide excellent customer service; compliance with the rules and regulations of those organizations to which we are accountable; high ethical and professional standards of conduct; and an attitude of wanting to continuously improve their own professional performance.

Qualifications

• Associate’s Degree from an accredited college or university.
• One (1) year of prior experience working with an Electronic Medical Record (EMR).

Skills

• Excellent customer service skills.
• Confidentiality and HIPAA compliance.
• Electronic Medical Record (EMR) proficiency.
• Customer service and administrative support.
• Flexibility and adaptability.
• Attention to detail and organizational skills.
• Problem-solving abilities.
• Effective communication skills.

Benefits

• Paid Time Off (PTO): Up to 96 hours in first year (pro-rated based on start date).
• Holidays: 7 (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day).
• Retirement: 401(k) with employer match.
• Health Benefits: Medical (single and family), Dental (single and family), Vision (single and family).
• Other Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Basic Life/AD&D, Employee Assistance Program.
• Voluntary Benefits: Voluntary Life, Accident, Critical Illness, Hospital Indemnity.