Front Office Assistant

This position serves as the first point of contact between patients and the facility; coordinate and guide the patient visit from check-in to check-out; perform various functions including heavy emphasis on scheduling, insurance verification, collecting co-pays, and gathering patient demographic information; answer and route phone calls and completes daily paperwork and necessary reports.

ESSENTIAL FUNCTIONS

1. Answer incoming calls from both internal and external lines. Document messages and route calls appropriately. Transfer calls as necessary. Ensure documentation in the medical record is complete including lab and test results. Assist in facilitating requests for patient medical records.

2. Receive patient in applicable systems, confirm patient demographics and insurance information and perform insurance verification when required. May be required to calculate and collect copays, deductibles, and self-pay. Totals charges on patient’s super-bill at check-out. Coordinates transportation when requested by patients or physicians.

3. Schedule, re-schedule patient’s office appointments, follow-up appointments, diagnostic tests, surgeries and may provide patient with preparation instructions for exams, tests, or surgeries when required. Confirms patient appointments for the following day. May prepare patient referrals to specialty care.

4. Print physician schedules, superbills, labels and other applicable forms in preparation for the next business day. Scan encounter paperwork. File faxed and scanned documents into appropriate folders in the patient’s electronic health record. Provide administrative support for Physicians as needed.

5. Input and maintain data in the computer system, using discretion when data is confidential. May use various personal computer software programs, including but not limited to, word processing, spreadsheets, graphics, etc. to produce high quality reports, presentations or other documents.

Perform all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Serve as role models for staff and act in a people-centered, service excellence-focused, and results-oriented manner. Provide all customers of Idaho Hand Institute with an excellent service experience.

NOTE: The essential functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Additional tasks and/or responsibilities may be added or assigned.


SCOPE AND COMPLEXITY

Expected to perform daily work duties with minimal supervision based on training and policies provided, while managing and minimizing distractions. Additional guidance available as needed for new or unusual tasks. Required to resolve minor patient grievances. Required to have working knowledge of referral and authorization processes. Must navigate a variety of separate computer programs at any given time and handle multiple demands on time. Internal customers include all patients, staff, and clinic providers. External customers include non-clinic providers, facilities, and medical representatives. 

Requires knowledge normally attained with completion of high school diploma or equivalent. Requires a demonstrated ability to multi-task between heavy phone volume, multiple computer systems and frequent interruptions. Must have the ability to handle ongoing face-to-face contact with patients and staff while functioning in a busy medical office environment.

PREFERRED QUALIFICATIONS
Six months experience working in a medical office and/or hospital setting preferred. Working knowledge of medical terminology is preferred. Previous experience working with electronic medical records and insurance is preferred. Bi-lingual in Spanish is preferred.

Additional related education and/or experience preferred.