Front Desk Associate

Description

The Front Desk Associate provides a positive first point of contact for patients and visitors entering the clinic, ensuring smooth, efficient, and timely patient flow at all times. This position is responsible for creating and updating patient records, obtaining required signatures, providing clerical support and assistance, escorting patients throughout the clinic, and providing general information regarding the clinic system. In this capacity, the Front Desk Associate is familiar with and supports the mission of the University, College of Chiropractic, and Clinic System.  

Job Responsibilities

• Provides accurate and helpful information regarding the clinics to all inquiries, in person or over the phone.  
• Ensures accurate, timely, and knowledge-based responses are communicated and discussed with patients and potential patients relating to chiropractic care, University Clinics, and the University.
• Greets patients and visitors and ensures a successful and high-quality visit and patient experience.
• Responsible for keeping abreast and maintaining working knowledge of third-party payers and Medicare regulations.
• Verifies insurance benefits and provides information to patents regarding insurance, copays, deductibles, and balances due by patient.
• Provides high-quality customer service and ensures that patients are well cared for.
• Interacts pleasantly and professionally with student interns, clinicians, patients, and visitors.
• Escorts patients to exam rooms and participates in the patient chiropractic education program when requested.
• Schedules patients in person or over the phone.  
• Maintains knowledge of all patient forms and prepares patient files and forms; enters patient data into computer system.
• Ensures all demographic information is correct in the electronic health record.
• Ensures all patients are checked-in and have completed all required patient forms. Ensure that all patient records are scanned into the system accurately and promptly.
• Maintains the accuracy, quality, and correct location of sign-in sheets, patient files in the EHR, and any other applicable patient visit records.
• Coordinates patient records with other departments of the clinic system ensuring compliance with HIPPA regulations and confidentiality.  
• Assists with the preparation of clinic reports as requested.
• Assists with the preparation and sending of Medical Records.
• Maintains all office areas in a neat, clean, and orderly manner.
• Promptly reports any equipment that is not in working order.
• Monitors waiting room for cleanliness. 
• Monitors waiting room to ensure timely patient visits.
• Assists with other duties as assigned.

Additional Duties And Responsibilities

• Assumes additional responsibilities and performs special projects as needed or directed.
• Exhibits patient centeredness in performance of all job duties.
• Treats all others with respect; understands the impact of culture/background on the behavior of others; respects differences among the Life community and demonstrates inclusive behavior.
• Anticipates, listens to, understands, and responds to the needs of others.
• Delivers work products and services to customers in a way that reflects positively upon the clinic and the University.

Qualifications

Education, Training and/or Experience

• Associate’s degree, or combination of High School/Equivalency and five years’ previous experience.
• Two years’ experience in clinical chiropractic setting, a business office or other clinical environment may be considered. 
• Demonstrated computer skills, including experience with Microsoft Office Suites. 
• Experience with electronic health records software and procedures. 
• Excellent customer service skills.
• Demonstrated ability to maintain focus and work autonomously.

Preferred Qualifications 

• Bachelor’s degree.
• Five years’ experience in clinical chiropractic setting.
• Experience with electronic health records using NextGen software.
• Experience with insurance.
• Proficient knowledge in Microsoft Office Suites.

Knowledge, Skills, Abilities and Personal Characteristics

• Able to perform duties independently with supervision generally available at all times.
• Able to perform basic math skills (addition, subtraction, multiplication, and division).
• Ability to deal with difficult situations involving sensitive and confidential issues.
• Interact patiently and compassionately with diverse populations. 
• Patience and compassion towards patients and other stakeholders with a pleasant personality.
• Ability to operate standard office equipment and follow office procedures.
• Ability to deal with difficult situations involving sensitive and confidential issues.
• Must be able to perform assigned duties with frequent interruptions and time pressures.
• Ability to communicate with all levels with confidence and knowledge. 
• Ability to work effectively with a broad range of constituents in a diverse community.
• Effective oral and written communication skills.
• Able to organize work, engage in a variety of tasks simultaneously and consistently meet deadlines.
• Strong attention to detail.
• Maintains neat, clean, professional appearance as directed by University policy.   
• Be knowledgeable about and know the location of information resources:  Intern Handbooks, Clinic SOP Manual, Clinic Staff SOP Manual, Clinic Department handbooks.

Physical Demands

• Nature of work requires an ability to operate standard business office equipment.
• Requires ability to communicate and exchange information, collects, compiles, compares, and prepares work documents, set-up and maintain work files.
• Must spend majority of time concentrating on CRT identifying and updating information and performing some data entry input.
• Must be able to lift up to 25 lbs.; retrieving and placing materials on high shelves and on floor-level shelves; standing, walking; carrying; grasping; hearing; seeing; sitting; kneeling; climbing; balancing; stooping; crouching and reaching. 

Working Conditions: Work performed in a general doctors’ or clinical environment.