Front Office Specialist

Job Overview

This position is responsible for answering, handling and screening incoming telephone calls; greeting and registering patients, filing and preparing charts. In addition, this position is responsible for check-out functions, including review of encounter form data, collection of co-payments, scheduling follow-up appointments; completing daily bank deposit; day-end reconciliation duties. Some locations also require this position to complete charge/receipt-entry and charge-receipt summaries for all office-related services.

Job Requirements

• High School Diploma or GED degree
• 3 - 4 years experience in a related field

Job Responsibilities

• Answers incoming telephone lines and handles and distributes calls
• Demonstrates flexibility and takes initiative in seeking or accepting additional assignments
• Schedules patient appointments
• Informs department of issues
• Accurately inputs patient registration information and updates patient insurance and demographic information
• Accepts payments and logs appropriately
• Demonstrates courtesy and respect toward families, community professionals and agencies, office personnel and team members
• Follows JCAHO and HIPAA protocols; access to patient information will be limited to what is necessary to perform the job
• Handles patient complaints and refers to manager as appropriate

Working Conditions

• Climbing - Rarely
• Hearing: Conversation - Consistently
• Other Sounds - Frequently
• Interpersonal Communication - Frequently
• Kneeling - Occasionally
• Lifting
• Pulling - Rarely
• Pushing - Occasionally
• Reaching - Rarely
• Sitting - Consistently
• Standing - Rarely
• Stooping - Occasionally
• Talking - Consistently
• Thinking/Reasoning - Occasionally
• Using Hands - Consistently
• Color Vision - Occasionally
• Visual Acuity: Far - Frequently
• Visual Acuity: Near - Consistently
• Walking - Frequently
• Walking on Uneven Surfaces - Rarely

TriHealth SERVE Standards and ALWAYS Behaviors

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas
• Excel: ALWAYS...
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service
• Respect: ALWAYS...
• Respect cultural and spiritual differences and honor individual preferences
• Respect everyone's opinion and contribution, regardless of title/role
• Speak positively about my team members and other departments in front of patients and guests
• Value: ALWAYS...
• Value the time of others by striving to be on time, prepared and actively participating
• Pick up trash, ensuring the physical environment is clean and safe
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste
• Engage: ALWAYS...
• Acknowledge wins and frequently thank team members and others for contributions
• Show courtesy and compassion with customers, team members and the community