At Shore Regional Health, you can learn, grow and make a lasting impact on patients and families. You’ll experience the support of a collaborative work environment and a sense of collegiality unlike any other. Our comprehensive system has many locations and practice options to choose from throughout the beautiful Eastern Shore of Maryland.

General Summary

Under limited supervision, provides all front office functions including customer service, telephone management, scheduling, registration, copay collections, account management, coding review, charge entry, and appropriate cash and end-of day closure procedures. Ensures that all provider schedules are appropriately populated, telephones are managed, and complete registration information is captured prior to or during each patient visit. May act as a lead to lower level staff as necessary.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Receives and screens visitors and telephone calls. Provides extensive information in person and on the telephone.
• Calls patients to verify appointments.
• Verifies patient demographic information including insurance
• verification prior to the patient visit for all pre-scheduled patients. Performs data entry of patient demographic information. Types letters and faxes information as needed.
• Registers all patients at each visit utilizing established policies for the capture of complete and up-to-date patient and insurance information Receives and documents patient responsible payments including co-payments, past balance payments, and other patient-responsible charges.
• Schedules patients for physician visit. Maintains and updates appointment calendars.
• Processes all referral requests by physicians and patients within a timely manner and according to clinic procedure.
• Notifies clinical personnel of patient arrival.
• Maintains entry log of incoming visitors.
• Processes and delivers departmental mail.
• Prepares examination room for patients. Cleans examination rooms between patients and at the end of the day.
• Tracks down labs on patients and follows up with lab companies when errors occur.
• Coordinates files and office information – updates charts, labs, x-rays, dictated notes, etc.
• Pulls and prepares charts for current and follow-up appointments.
• Processes and maintains medical records in accordance with records protocols.
• Discharges each patient via established policies, including charge entry for current visit if appropriate, scheduling of future appointments, facilitation of ancillary procedures as necessary, and provides for the patient a receipt for services rendered.
• Manages and guides billing, collections, and data processing to ensure accurate patient billing and efficient account collection.
• Collaborates with providers regarding appropriate coding procedures.
• Utilizes coding knowledge for surgical and other charge entry functions.
• Reconciles cash and charge batches, balances cash drawer, prepares deposits, and reconciles charges to visits and the co-pay holding file with an accurate balance for each opened batch.
• Orders and maintains supplies according to par levels for the practice.
• May act as a lead to lower level staff by training and supporting as necessary.
• May provide practice start-up support as needed for the practice.
• Performs other duties as assigned.

Education and Experience

• High School Diploma or equivalent (GED) is required. College level courses preferred but not required.
• Four (4) years of relevant front-desk and customer related experience required. Experience within a healthcare environment required.
• Certification in scheduling and registration required within the first six months of hire.

Knowledge, Skills and Abilities

• Demonstrated competency with medical procedural coding
• Ability to interact with personnel of all levels within the organization and work within a multi-disciplinary team environment.
• Interpersonal skills, customer orientation and an outgoing and pleasant demeanor.
• Prior experience and demonstrated competence with patient or customer information systems.
• Highly effective verbal, written and interpersonal communication skills to communicate effectively with all levels hospital staff, patients, visitors, and levels of staff.