Front Office Assistant

About the Role

The Front Office Assistant provides direct customer service to patients. This role supports daily operations by handling check-in and check-out, verifying insurance eligibility, providing cashier services, scheduling appointments, and managing clerical tasks.

Responsibilities

• Greet all patients and offer assistance with questions or direct them to the appropriate person or location.
• Answer incoming phone calls, greet callers, establish the reason for the call, and resolve issues or refer to the appropriate person.
• Maintain and distribute patient documentation in an organized manner.
• Accurately enter all patient demographics and required information into the practice management system.
• Obtain patient registration information and enter it into the computer system.
• Identify financial status of patients regarding sliding fee scale, insurance, or discounts; refer to eligibility as needed.
• Verify third-party payer coverage and billing information (e.g., insurance).
• Prepare and balance individual financial daily batch for processing.
• Handle cash drawer and daily receipts accurately.
• Schedule patient appointments for medical providers via the computerized practice management system.
• Scan documents into the electronic health record.
• Participate in Adelante UDS measures, meaningful use metrics, and other quality initiatives by assisting with audits and data collection.
• Educate patients regarding services such as the Integrated Care Model, Patient Portal, and other specialty service lines, helping them navigate access to these services.
• Perform other duties as assigned, including cross-functional tasks across departments and travel to other health centers for operational needs.
• Promote and participate in interdisciplinary communication and collaboration to enhance care delivery within a Patient Centered Medical Home (PCMH) and Integrated Care Team (ICT) model.

Requirements

• High school diploma or GED from an accredited institution.
• Certification to perform cardiopulmonary Resuscitation for the Health Care Professional (CPR) and AED through courses following American Heart Association or Red Cross guidelines (cognitive and skills evaluations).
• Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locations.
• Effective communication skills, including the ability to read, interpret, comprehend, and comply with written and verbal communication.
• Proficient mathematical skills for use in a healthcare setting.
• Basic computer proficiency, including Windows, MS Office, and internet use.
• Ability to problem-solve independently or with support from the team and/or leadership.
• Ability to multi-task and work effectively in a high-stress, fast-moving environment.

Preferred Qualifications

• Ability to communicate in more than one language.
• Electronic Health Record (EHR) experience.
• One year of front desk or customer service experience.

Core Values

• Inclusion
• Nurture
• Service
• Purposeful
• Integrity
• Resilient
• Engaged

Physical Demands and Work Environment

• May be required to sit for long periods, stand, walk, use hands to handle objects/tools/controls, reach with hands and arms, climb steps/stairs, balance, stoop, kneel, crouch, or crawl.
• Must frequently lift and/or move up to 25 pounds without assistance; may occasionally lift or move up to 50 pounds with assistance.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Exposure to weather conditions when traveling to various clinic sites.
• Moderate noise level in the work environment.
• May be subject to health hazards (e.g., contagious diseases, blood-borne pathogens) when working in clinic areas.

Adelante Healthcare reserves the right to revise or change job duties and responsibilities as business needs arise.