Front Office I

About the role

Explore opportunities with Holston Medical Group, part of the Optum family of businesses. Holston Medical Group combines the personal feel of a community-based practice with the strength, resources and career opportunities of a leading national health care organization. As a multispecialty clinic offering care across northeast Tennessee and southwest Virginia, our teams deliver high‑quality, value‑based care that exceeds expectations while making care easier, more affordable and more accessible.

Responsibilities

• Opening
  • Open safe, remove and distribute prescription pads, drug cabinet keys and embossers to nurses
  • Count money in opening drawer and log amount
  • Take the phones off the evening setting and follow-up on any messages left overnight
  • Unlock doors for the business day
• Check-In
  • Greet patients, vendors, or anyone within the office or on the telephone with a warm welcome
  • Data entry of patient demographics and insurance information
  • Ensure that patient insurance information is up-to-date and accurate; obtain current copy as needed
  • Verify demographic information with patient
  • Update all front office forms if out-of-date (history form, demographics, HIPAA, financial policy, no-show, communication forms, etc.)
  • Provide HIPAA information to patient
  • Provide history form to patient if out-of-date
  • Supply all new patients a new registration packet (history, advance directive, medical record number) and enter into the EMR
  • Verify insurance eligibility
  • Collect co-pay, generate receipt and post collected payment to the patient’s account (performed at check-in and/or check-out)
  • Generate router for patient
  • Enroll patients in Follow My Health
  • Supply patient with internet password, if requested
• Check-Out
  • Collect co-pay, generate receipt and post collected payment to the patient’s account (performed at check-in and/or check-out)
  • Address any outstanding balance with patient; collect payment or make payment arrangements on past due balances, generate receipt and post collected payment to the patient’s account
  • Schedule follow-up appointments
  • Verify all narcotic logs and ensure patient picking up prescription has a valid driver’s license
• General Office
  • Answer incoming phone calls
  • Create detail-specific tasks from patients for nurses and providers with preferred contact information
  • Answer general billing questions
  • Pick up documents to shred from within the office
  • Pick up documents to send to Scan from within the office; ensure properly labeled with medical record number
  • Distribute items from the fax machine (date stamp)
  • Key charges as necessary
  • Open and distribute mail
  • Ensure all medical record releases are completed and a valid photo ID is obtained
  • Cross-train in all areas of the front office when possible
  • May have to fill in at other HMG offices upon request based upon the business need on an occasional basis
• Closing
  • Close out bank deposit following HMG procedures
  • Close out credit card machines for the day
  • Make sure all calls are cleared from queue before logging out of the phone queue
  • Forward phones to the evening setting
  • Close and lock all doors

Requirements

• High school diploma or equivalent required
• 1–2 years’ experience in a medical office or customer service position, preferred
• Proven success asking for payment, making change, and balancing a cash drawer
• Working knowledge of managed care and overall understanding of HMOs and PPOs, preferred
• Excellent customer service skills required

Physical/Mental Demands

• Essential:
  • Communication with others to exchange or express information and ideas
  • Ability to receive detailed information through oral communication and to make fine distinctions in sounds
  • Determine the accuracy, neatness, thoroughness of the work assigned and perceive general observations
  • Remain in a stationary position at least 75% of the time
  • Extend hands and arms in any direction
  • Constantly operate a computer and other office productivity machinery (calculator, copy machine, printer)
  • Perform a variety of duties, often changing from one task to another of a different nature
  • Perform with frequent interruptions and/or distractions
  • Make appropriate job decisions following standard office policies and past precedents
  • Adjust priorities quickly as circumstances dictate
  • Establish and maintain cooperative working relationships with co-workers and the public
  • Work independently and identify potentially more effective methods of work operations
  • Interact appropriately with colleagues and patients for different purposes and contexts
• Marginal:
  • Move inside or outside the office space to access file cabinets
  • Sedentary work that includes moving objects up to 10 pounds
  • Observe an area that can be seen up and down or to right or left while eyes are fixed on a given point
  • Ability to identify and distinguish colors
  • Light work that includes moving objects up to 20 pounds occasionally