Bilingual Front Desk Rep.

JOB SUMMARY

Capital Area Health Network’s Bilingual Front Desk Rep. will be responsible for receiving all new and returning patients at the receptionist desk. This person serves at the entry point for a resident of the service area to enter the Medical Center’s system of care and must be fluent in oral and written English and Spanish with strong verbal communication skills.

ESSENTIAL FUNCTIONS

• Perform the duties of a Front Desk Representative

• Attend morning huddle; no matter the location

• Greet patients upon arrival; sign them in; verify that all information in the system is correct

• Obtain identification data and verify that it is correct in the system

• Verify Insurance card matches what is in the system

• Assist uninsured or underinsured self-pay patients

• Follows up on all missed or cancelled appointments

• Explain to patients the Medical Center’s system of care and all programs that are available to all new patients

• Educate the patients about the importance of making an appointment

• Explain to the patients their responsibility to pay at the time of service and explain our minimum fee, as well as all information to bring with them to their visit: insurance card, co-pay, photo ID, any medications they are taking, etc.

• Maintain a pleasant dialogue with all persons registering

• Ensure quality customer service is being provided to all patients, clients and vendors

• Develop, maintain, and present reports detailing the status and progress of the Patient Services Representative Division

• Call patients to assign follow up visit after their Tele-visit

• Generates and balances end of day report for payments

• Verify supplies that are needed and complete supply checklist

• Submits their assignment checklist daily, to the Team Lead for review

• Performs other duties as assigned

KNOWLEDGE, SKILL, ABILITIES, AND OTHER CHARACTERISTICS

• Customer Service-the individual must have excellent customer service skills and the ability to utilize these skills with internal and external customers

• Confidentiality- the individual must be knowledgeable of the HIPAA guidelines and have the ability to keep all patient information confidential

• Communication-the individual must possess outstanding verbal and written communication skills and be fluent in both English and Spanish.

• Flexible- the individual must be able to work a flexible schedule and attend and support CAHN events outside of regular business hours.

• Problem solving- the individual must possess excellent problem-solving skills.

• Detailed Oriented- the individual must be able to easily observe details and make a quick and efficient analysis

• Insurance Verification- the individual must possess a working knowledge of insurance verification

• Proactiveness – the individual analyzes problems and demonstrates initiative in solving without much direction.
• Multi-task- the individual must be able to multi-task in a high stress, fast paced environment.

• Motivation- the individual must have the ability to be a self-starter without requiring additional prompting by the supervisor.

• People Skills- the individual has excellent people skills which include listening and exercising patience.

• Punctual- the individual has the ability to be on time to work and to all CAHN functions.

• Commitment-the individual must know and have the ability to commit to CAHN’s mission, vision and values.

EDUCATION AND EXPERIENCE

• High school diploma, GED, or equivalent (minimum)
• One to three years of progressive customer service experience.
• Experience in a call center and/or medical office highly desirable.
• Familiarity with eClinicalWorks a plus.
• One or more years of experience in collections a plus