Job Description The Front Office Representative efficiently and effectively handles patient flow for the Primary Care Medical Practitioners at Family Healthcare Associates (now a part of Catalyst Health Group). They are responsible for greeting and directing patients and visitors to the clinic, assisting with patient registration, check-in, check-out, collecting copays & deductibles, scheduling appointments, and answering phone calls. Successful candidates work well in a team environment and are respectful and empathetic to patient's needs and concerns.
Essential Skills and Functions Greeting and directing patients and visitors.
• Acting as a liaison between patients and medical support staff.
• Answering telephones, scheduling patient appointments, receiving and posting payments.
• Checking in patients, verifying and updating necessary information in computerized patient charts.
• Checking out patients, collecting copays or deductibles and reviewing charges
• Maintaining work area, lobby and patient flow
• Excellent verbal, written, and interpersonal communication skills.
• Works efficiently and effectively in a fast-paced environment.
• Follows documented protocols and procedures.
• Appropriately escalates issues outside of existing protocols to meet the needs of the patient.
• Identifies special needs and takes the proper steps to ensure patient appointments are scheduled appropriately.
• Follows all HIPAA and privacy rules while discussing sensitive health information with the patient or their authorized delegates.
• Meets performance and service level criteria as defined in "Performance Metrics."
• Works well with a diverse group of professionals in a team environment.
• Proactively and professionally identifies opportunities for improvement in work processes and/or setting.
• Follows all clinical safety protocols and infection control procedures.
Qualifications • Superior customer service and communication skills.
• Empathetic to patient's needs and concerns.
• Highly motivated and organized.
• Able to simultaneously manage multiple tasks.
• Experience with basic desktop software, medical practice management, and electronic medical record systems
• Fluent in English
• Excel under pressure with attention to detail.
• Experience with CPT/ICD9 coding
• Knowledge of and adherence to HIPAA rules and regulations
• Knowledge of and adherence to Bloodborne Pathogen & OSHA Safety procedures
Physical Demands/Work Environment • Possible risk of exposure to hazardous conditions and blood borne pathogens
• Operation of various office equipment: fax machine, telephone and voice mail system, personal computer, e-mail system, cell phone, and photocopier
• May be required to sit or stand for long periods of time
• Light lifting - up to 20 lbs, reaching, bending
