Front Office

Job Summary

Front Office Support at UCHC plays a critical role in ensuring seamless patient experiences and efficient administrative operations. In essence, this role serves as the face of UCHC handling various tasks that facilitate the smooth functioning of the healthcare facility. At its core, front office support involves managing patient inquiries, appointments, and registrations. This includes greeting patients, answering phone calls, and scheduling appointments in a manner that optimizes clinic resources and minimizes wait times. Additionally, front office staff often handle patient registrations, ensuring that all necessary paperwork is completed accurately and efficiently.

Responsibilities

• Welcome patients as they contact the clinic personally or by telephone; answering or referring inquiries.
• Explain the services available, payment options, and billing procedures.
• Schedule appointments; direct walk-in patients and emergencies as per established policies and procedures.
• Answer all incoming calls and route them to the appropriate staff.
• Register all patients per registration protocol and collect all documentation, verifies, updates and inputs information into EMR.
• Protect patients rights by maintaining confidentiality of personal and financial information.
• Generate route slips for each patient, and assure that all services provided have been checked out properly.
• Review and verify patient coverage of insurance or other agencies and compute the charges to be paid by the patient.
• Collect deposits or co-pays/deductibles prior to the patient being seen by the provider per established policies and procedures.
• Inform patients of their outstanding balance, collect said balance, and issue cash receipt when monies are collected.
• Work closely with Physicians, Physicians Assistant, and Medical Assistant and staff to assure smooth patient flow and cut down on waiting time.
• Help patients in distress by responding to emergencies.
• Call and remind patients of his/her appointment; Follow up on "no show" patients on a daily basis.
• Communicate a patient's problem/complaint to the office manager or his/her designee.
• Maintain operations by following policies and procedures; reporting needed changes.
• Make copies, sends, and receives faxes.
• Assure that the reception area is clean and orderly.
• Open and close the office.
• Other related duties as the job requires.

Qualifications

• High School Diploma or equivalent.
• Must have excellent phone communication and customer service skills.
• Must work well with constant interruptions and ability to relate to patients, through familiarity with the medical terminology and triage procedure.
• Must be familiar with CHDP, Medical, and Family Pact, PPO, Cover California, Medical/Medicare.
• Computer experience required.
• EMR experience required.

Skills

• Ability to work under pressure and willingness to treat all patients with the utmost kindness and consideration in the most trying situations.
• Friendly personality with the desire to work with the public.
• Ability to handle multi-functions.
• Understanding of community based organizations.
• Ability to take initiative and problem solve.
• Excellent verbal and written communication skills.
• Excellent phone skills.
• Excellent organizational and prioritizing skills.
• Ability to present oneself as well as the company in a professional manner.
• Proficient in the use of a personal computer and corresponding programs, internet literate.
• Attention to detail.
• Interpersonal skills and customer service skills required.
• Extensive Knowledge of Adobe Acrobat, MS Word, Excel.
• Bilingual-English/Spanish required.

Physical Requirements

• Physical effort which may include occasional light lifting to a 25 pound limit, and some bending, stooping or squatting.
• Considerable walking may be involved.
• The ability to sit or stand for extended periods of time is required.
• Flexibility to work in multiple locations throughout the week.
• While performing the duties of this job, the employee may be required to travel to all UCHC facilities as needed.
• Occasionally required to sit and walk.
• Finger dexterity required.
• Hand coordination required.
• Specific vision abilities required for this job include: close vision, distance vision, ability to adjust or focus.

Work Environment

• Exposure to adverse conditions.
• Exposure to extreme heat.
• Exposure to extreme cold.
• Exposure to wet and/or humid conditions.
• Exposure to moving mechanical parts.
• Exposure to high, precarious places.
• Exposure to fumes or airborne particles.
• Exposure to toxic or caustic chemicals.
• Exposure to outside weather conditions.
• Possible risk of electrical shock.
• Exposure to explosives.
• Possible risk of radiation and vibration.
• Protective clothing or equipment is required including: gloves, helmets, steel-toed boots, protective eyewear.
• The noise level in the work environment usually is high.