Front Office Representative

Front Office Representative – Full‑Time, Riverside Clinic, Jacksonville, FL

General Summary

Responsible for maintaining a high level of customer service while assuming responsibility for the efficient, productive, and professional operation of the front office which includes patient reception, scheduling of patients, collecting patient demographics, insurance information, and collecting patient payments.

Essential Functions

• Promptly greets and acknowledges patients.
• Instructs patients in the completion of medical history and patient information forms and makes any necessary corrections to the patient's account.
• Obtains accurate, complete demographic and insurance information and financial contract/consent on patient paperwork, reviewing patients and guarantors to ensure all necessary documents are populated and signed correctly.
• Identifies and collects co‑payments, co‑insurances, and past‑due account balances.
• Explains financial requirements to patients in response to billing and insurance questions.
• Accurately completes and interprets insurance verification and benefits.
• Notifies patients, family members, physicians and/or supervisors of network insurance coverage issues that may result in coverage reduction.
• Scans all new or updated patient information into the computer (photo ID, insurance cards, referrals, and patient paperwork).
• Schedules follow‑up appointments, reviews patient’s insurance coverage, and notifies patient if service requires authorization or referral.
• Maintains general knowledge of insurance plans accepted by Southeast Orthopedic Specialists.
• Maintains a secure and accurate cash drawer, performs daily balancing and closing batch.
• Maintains the strictest patient confidentiality.
• Keeps the front office workspace clean and organized.

Education

High school diploma/GED or equivalent; working knowledge preferred.

Skills

• Customer service skills and understanding of Southeast Orthopedic Specialist code of conduct and culture.
• Effective communication with physicians, clinical staff, and the public.
• Ability to establish good working relationships with internal and external customers.

Abilities

• Maintain patient confidentiality.
• Communicate with upset or frustrated patients while consistently providing excellent customer service.
• Demonstrate empathy, concern, good listening skills, and compassion for all patients.

Physical / Mental Demands

• Sitting and standing associated with a normal office environment.
• Some bending and stretching.
• Manual dexterity using a calculator and computer keyboard.

Benefits

• Competitive health & welfare benefits.
• Monthly stipend for ancillary benefits.
• HSA with qualifying HDHP plans and company match.
• 401(k) plan after 6 months of service with company match.
• Employee Assistance Program available 24/7.
• Employee appreciation days/events.
• Paid time off and paid holidays.
• Additional benefits not listed.