Front Office Representative Family Medicine

Scottsdale, Arizona – Family Medicine-Pinnacle

About the role

As a Front Office/PFS Representative, you are the first point of contact for patients and visitors at the front desk. You will work collectively with a dedicated group of healthcare professionals to ensure patients have a positive experience. This position coordinates a smooth patient flow process by handling phone calls, scheduling appointments, registering patients, verifying insurance coverage, and providing financial guidance to maximize reimbursement efforts.

Responsibilities

• Performs registration/check-in processes, including data entry, providing intake forms, obtaining signatures, and generating population health summaries.
• Verifies insurance eligibility benefits for services rendered and documents appropriately.
• Assists in obtaining or validating pre-certification, referrals, and authorizations.
• Calculates and collects patient liability according to verification of insurance benefits and expected reimbursement.
• Explains financial policies and available resources for alternative payment arrangements to patients and their families.
• Enters payments/charges for services rendered and performs daily payment/charge reconciliation accurately and timely.
• Balances cash drawer at the beginning and end of the day and prepares daily bank deposit.
• Schedules office visits and procedures within the medical practice(s) and external practices as necessary, maximizing reimbursement by adhering to payor plan provisions.
• Confirms patient appointments for the following day and ensures patients are properly prepared for visits.
• Demonstrates proactive interpersonal communication skills while addressing patient concerns via telephone, email, and in-person conversations.
• Optimizes patient flow by communicating effectively with internal and external customers, care teams, management, centralized services, and HIMS.
• Assists in responding to requests for patient medical records according to company policies, procedures, and state/federal laws.
• Provides various patient services to assist in patient flow, including escorting patients, taking vitals, distributing mail/fax information, ordering supplies, etc.
• Works independently under regular supervision, following structured work routines in a fast-paced, high-volume environment requiring sound judgment and prioritization.

Requirements

• High school diploma/GED or equivalent working knowledge.
• Knowledge of patient financial services, financial, collecting services, or insurance industry processes, typically acquired over one or more years of work experience.
• Ability to manage multiple tasks simultaneously with minimal supervision and work independently.
• Strong interpersonal, oral, and written communication skills to interact effectively with a wide range of audiences.
• Proficiency in common office software, including word processing, spreadsheet, and database applications.

Employees working at Banner Behavioral Health Hospital, BTMC Behavioral, and BUMG, BUMCT, or BUMCS in a Behavioral Health clinical setting that serves children must possess an Arizona Fingerprint Clearance Card at the time of hire and maintain it for the duration of their employment. An Arizona Criminal History Affidavit must be signed upon hire.

Preferred Qualifications

• Work experience with Banner Health’s systems and processes.
• Previous cash collections experience.

Schedule

Monday - Friday, 8:30 AM - 5:00 PM