Front Desk Specialist at Hope Health

General Summary

This position is one of the most important functions in the health care delivery system and the first point where contact is made personally or by telephone.  Employee is responsible for greeting and assisting in a patient-centered manner at time of check-in and check-out.   Assures all necessary forms have been scanned in electronic medical chart and updates patient demographics and insurance information in MD-PM/MD-EMR.   Responsible for scheduling patient appointments, according to required provider targets and appointment templates. Employee is responsible for performing financial screens according to Hope Health policy to determine patient eligibility for programs. Employee provides a friendly, calm, professional environment for patients.

DUTIES & RESPONSIBILITIES

• Greets patients as they register per registration protocols at front desk or by telephone
• Verifies patient information to ensure HIPAA Compliance (3 and 4 point checks)
• Collect all documentation and copy of insurance card
• Review and verify patient coverage of insurance or other agencies and compute the charges to be paid by patient
• Collect co-pays/sliding scale fees/schedule payment/full cost prior to the patient being seen by the provider per established policies and procedures. Inform patient of their outstanding balance, collect said balance, and issue cash receipt when monies are collected
• Answer incoming calls from call center and route them to appropriate staff
• Schedule appointments, direct walk-in patient(s) and emergencies as per established policies and procedures of clinic
• Call and remind patient of his/her appointment if not properly completed by Practice Management system
• Work closely with Medical, Dental and Nursing staff to assure smooth patient flow
• Follow up with cancellation, no shows and reschedules on scheduling software
• Communicate patient(s) problem/complaint to the Patient Relations Supervisor
• Responsible for contacting patients who have missed scheduled appointments and educating them on the importance of self-management and committing to visits 

EDUCATION & EXPERIENCE

• Graduation from an accredited High School or equivalent
• Medical clinic experience - Preferred
• Bilingual in English and Spanish - Preferred

SKILLS, KNOWLEDGE & ABILITIES

• Ability to work under pressure
• Ability and willingness to treat all patient(s) with the utmost respect, kindness and consideration in the most trying situations
• Friendly personality with the desire to work with the public
• Ability to handle multi-functions
• Understanding of community based organizations
• Ability to relate to the public regardless of ethnic, religious and economic status
• Other related duties as the job requires