Front Desk Representative

About the role

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.

Responsibilities

• Perform check-in and check-out tasks, as well as insurance verification.
• Check-In:
  • Greet and check in patients and other visitors arriving for appointments.
  • Verify medical insurance benefits online or by calling 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 patient and provider information into EMR, ensuring 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 patient visits.
  • Make follow-up appointments using scheduling 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.
  • 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.

Requirements

• One to two 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.
• For remote or hybrid roles, must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings.

Preferred Skills

• Bilingual (English / Spanish).

Pay

$15.00 - $16.50 per hour. This role may include eligible bonuses and commissions.