Front Office Assistant

About the Role

The Front Office Assistant provides direct customer service to patients. This role is key to ensuring smooth operations at the front desk, including patient check-in and check-out, insurance verification, cashier services, appointment scheduling, and general clerical support.

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 other 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 on 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 in CPR for the Health Care Professional 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 (required for all specialty behavioral health locations).
• Effective communication skills, including the ability to read, interpret, comprehend, and comply with written and verbal instructions.
• 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 leadership.
• Ability to multi-task and work effectively in a high-stress, fast-moving environment.

Preferred Skills

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

Physical Demands and Work Environment

• May be required to sit for long periods, stand, walk, use hands to handle objects/tools, 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.

Core Values

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

Expectations

Every Adelante Healthcare employee is expected to maximize their performance and contribution to the organization and the community served daily. Employees must work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

Adherence to Adelante Healthcare’s Compliance Program, Code of Conduct, policies, and procedures is required. Compliance will be considered as part of the regular performance evaluation.