Front Office

Description

This position is responsible for performing secretarial, reception, and initial patient needs assessment functions. Provides outstanding customer service and ensures a smooth patient flow process by providing services in admissions, financial counseling, billing, scheduling patients, paperwork completion, basic explanation of procedures, making of appointments, and conducts registration. Explains and obtains signatures on forms such as registration, medical history, HIPAA, Financial Agreement and Surgical/Procedure Consents. Receives referrals from physicians, obtains authorizations and calls insurance plans for verifications. At time of service is able to receipt cash and record accurately as well as enter charges and perform charge reconciliation. Answer telephone calls from external as well as internal customers with professionalism and care. Utilizes special knowledge, judgment and skills necessary to provide above average customer/patient care.

Essential Functions

• Performs registration processes, verifies insurance coverage and obtains authorization notification. Accurately documents information and performs data-entry to ensure maximum reimbursement. Obtains necessary signatures specific to patients' insurance plan. Calculates patient liability according to verification of insurance benefits. Collects deposits and co-payments. Provides financial counseling for patients and their families by explaining financial policies and providing available resources for alternative payment arrangements. Assists patients and their families with completing financial documents when appropriate.
• Serves as a liaison between the patient, billing department, and payor to enhance account receivables, resolve outstanding issues and/or patient concerns. Enters charges for services delivered (when applicable) and does daily charge reconciliation in a timely and accurate manner. Balances cash drawer at the beginning and end of the day and prepares daily balance sheet with necessary paperwork interofficed to AUUA Billing Department. Adheres to all billing procedures including preparation of Medicare billing at the end of the month within specific timelines.
• Responsible for scheduling of patients, families, procedures, and physician appointments. Assists in scheduling routine appointments within the medical practice(s) and external practices as necessary. Assists in obtaining pre-certification, referrals, authorizations, prescriptions refills and other medical testing as necessary. Responsible for communicating test results to patient when authorized by the provider. Acts as a resource to clinician in order to provide optimal patient care.
• Optimizes patient flow by using effective customer service communication skills utilizing kindness, tact and courtesy to ensure positive patient response to service. Demonstrates proactive interpersonal communications skills when relating to internal and external customers. Uses discretion and is attentive to issues of customer confidentiality. Demonstrates skills in pro-active resolution and attempts to resolve scheduling conflicts.
• Provides support to include, answering the phones, returning phone messages, pick-up/prioritizing/distributing mail, ordering supplies/forms, coordinating/scheduling meetings, maintaining and re-stocking common areas, restrooms and lobby. Monitors inventory including disposable supplies, toner, interoffice envelopes, daily monitoring of bump list/recalls and patient tracking. Responsible for the medical records for the assigned area. Ensures medical records are pulled and ready daily. Assists obtaining needed records from hospitals, practices, and other ancillary departments. Follows guidelines and assists in developing procedures to ensure that medical records are in compliance with all state and federal laws.
• Prepares patient for exam and treatment by updating medication list, symptoms and other necessary insurance and demographic information updates. Reports condition of patient which may be indicative of changes of the patient’s condition to the Team Lead or Provider. Assists providers with interpreter services and acts as a chaperon if needed.
• Maintains a log book of walk in urinalysis testing to include date/time and patient name. Uses universal blood and body fluid precautions at all times and personal protective equipment as needed.
• Maintains a clean, functional environment including cleaning and disinfection of counters, lobby, computers, phones, break rooms and storage areas. Disinfects equipment and instruments using appropriate solutions following sterilization procedures through Materials Management. Follow’s manufacturer’s recommendations and OSHA guidelines of handling hazardous substances.

Requirements

Minimum Qualifications

Experiential training in medical front office and insurance billing procedures. Requires the ability to perform basic math functions and to assemble data into reports using spreadsheet programs. Must have the ability to handle confidential information and sensitive issues. Must be able to work under minimal supervision and make independent decisions using good judgment. Requires excellent communication, human relations, attention to detail and organizational skills. Requires the ability to multi-task activities. Must be able to communicate effectively to various ethnic and cultural backgrounds obtaining necessary resources when language barriers present. Requires the ability to perform efficiently with some analytical/problem solving skills. Must be able to work effectively with common office software and medical records software.

Preferred Qualifications

Previous medical office and/or billing experience in a healthcare setting preferred. Additional related education and/or experience preferred. Requires two or more years working with patient flow and/or similar medical office work and knowledge of medical terminology