Lead Front Desk Specialist

About Us

Avenue 360 Health and Wellness is a 7-site community-based health system designated as a federally qualified health center (FQHC). Avenue 360 provides high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical, dental, behavioral health and social service needs.  Our compassionate care extends to those with and without insurance, and we believe income must not determine the level of and access to quality health care. Providing comprehensive, high quality, and caring service is at the core of what we do, whether medical, dental, behavioral health, hospice care, or supportive housing programs.

What we have to offer

Our Compensation Package Includes:

• Generous Paid Time Off- (11 paid holidays per year, 2 Floating Holidays per year, 14 paid Vacation days per year, 4 hours per month of accrued Sick days)
• Medical, Dental, and Vision
• 401K match up to 4%.
• Company paid Life Insurance
• Company paid Short Term and Long-Term Disability
• Employee Assistance Program

Overview:

The Lead Front Desk Specialist is responsible for all job duties of a Front Desk Specialist. In addition, the Lead Front Desk Specialist is the initial contact person for questions from the front desk team. They must be knowledgeable in all areas of the front desk job duties and are a role model. The responsibility of this role includes knowledge and ability to handle complex scheduling, insurance, billing and EHR registration matters. Other duties include providing general operations assistance and/or patient service tasks specific to the scope of the department. Provides excellent customer service.

Duties and Responsibilities:

• Welcome patients in person or by phone at initial contact to clinic.
• Ability to explain the services available, payment categories, and billing procedures including copayments collection to the patient on arrival to the clinic.
• Update patient information during check in at every visit whether in clinic or telehealth.
• Ensure all patient encounters are checked in and checked out promptly.
• Ensure all patient forms are filled out at each visit.
• Responsible for accurate appointment scheduling; direct walk-in patients and emergencies as per established policies and procedures.
• Responsible for maintaining communication with the clinical team.
• Answer applicable EHR in basket messages and monitor applicable EHR work queue tasks for completion.
• Check eligibility status of each applicable patient and schedule renewal eligibility appointments prior to expiration.
• Coordinate patient flow with Eligibility for services such as admission, re-certification, and insurance changes.
• Verify that all appointments for the day are dispositioned appropriately at the end of the day.
• Complete insurance verification at least 1 day in advance and document results appropriately in the EHR.
• Complete patient appointment reminders at least 24 hours in advance and inform the patient the balance due for their appointment.
• Call all patients who no showed the previous day to reschedule their appointment.
• Escalate patient complaints to the appropriate manager at the clinic.
• Always maintain a professional customer service-oriented demeanor with every interaction.
• Maintain the cleanly appearance of all patient waiting areas.
• Answer phones, check voicemails and return phone calls promptly. Document calls appropriately in the EHR.
• Scan documents into the EHR.
• Maintain a list of office supplies needed for the Practice Manager and send it by email.
• Responsible for collecting patient payments accurately.
• Cross clinic coverage may be required on a limited basis.
• Assist the Practice Manager by monitoring the completion of work queues and in baskets in the EHR by the front desk team.
• Assist the Practice Manager by monitoring specific goals and objectives for the clinic.
• Liaison between medical/dental staff, patients, and other external health care delivery services.
• Promotes, models, mentors, and leads customer service excellence.
• Provides clinic specific front desk orientation to all new staff.
• Responsible for the allocation & reconciliation of the change fund for the clinic.
• Prepares the daily deposit of patient payments for submission.
• Ability to handle patient complaints and escalate as necessary.
• Other duties as assigned by the Practice Manager.
• Requires some limited travel.

Education, Licensure/Certification:

• High school graduate/GED.
• Two years of experience in a similar setting.
• Bilingual in English/Spanish strongly preferred.
• Minimum typing speed of 35 wpm. 

Experience, Skills/Abilities Related Requirements:

• Ability to work under pressure.
• Ability to work in a fast-paced environment.
• Friendly personality with the desire to work with the public.
• Ability to multi-task.
• Two years of experience in a similar setting.
• Bilingual in English/Spanish strongly preferred.
• Minimum typing speed of 35 wpm.

Continuing Education and Training Requirements:

• Participates in trainings required by the agency, funding source(s), and/or as required by licensure if applicable.