Front Office Assistant

SUMMARY: Serves as an employee of the Sto-Rox Neighborhood Health Council and engages with patients and their families as a first point of contact. This position is an integral member of the Patient Services team and is expected to complete all tasks with accuracy and efficiency while providing excellent customer service.

DUTIES AND RESPONSIBILITIES:

Flow

Coordinates patient flow:

• Answers, screens, and directs calls on multi-line phone system; takes detailed messages/phone notes and/or forwards telephone calls to appropriate person.
• Builds effective relationships and trust with patients and potential patients by listening to their needs and educating them about the services that the health center offers.
• Schedules and confirms patient appointments.
• Meets and greets patients, directs patient to appropriate area:
• Provides patients with registration paperwork including privacy notices, UDS collection forms, and sliding fee applications etc.; assists with completion to assure patient access to care and program compliance.
• Checks patients in via EHR and collects appropriate co-payments. Adjusts to fluctuating peaks in patient flow, acuity, and other operational demands while maintaining quality.
• Interfaces with appropriate staff to resolve questions, inconsistencies, or missing information.
• Refers patients to Case Management or other personnel to facilitate enrollment in insurance/financial programs.
• Completes the patient check-out process (collects fees due, schedules follow up appointments), handles money, makes change, processes credit card payments.

Clerical support

• Performs general clerical duties including but not limited to filing, photocopying, faxing, and mailing as required.
• Reviews New Patient Paperwork and annual patient paperwork and inputs patient information and demographics into computer system.

Insurance

• Verifies insurance eligibility accurately and updates in EHR. Scans insurance card (back and front) to EHR.
• Navigates the insurance verification websites with no problem.
• Reviews/edits EHR system for accurate insurance information; primary and secondary.

Essentials

• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Exhibits a high degree of courtesy, tact, and poise when interacting with patients, families, and other healthcare professionals.
• Resolves patient problems/complaints; utilizes own best judgment in resolving issues or refers to management as needed.
• Performs other related duties as assigned by management.
• Completes all required training, and compliance activities, as assigned.
• Adheres to the employee handbook and abides by all the rules of the organization.
• Assures that all medical record information is protected and kept confidential.
• Able and willing to work at both locations and including some evenings and weekends.

Patient Services Representative- Level II:

• Consistently demonstrates successful performance in all aspects of the Level I.
• Opens, sorts, and distributes incoming mail.
• Assists with data entry as needed; prepares reports and correspondence as needed.
• Contributes to the development of policies and procedures.
• Maintains stock of legible patient forms.

Patient Services Representative - Level III:

• Consistently demonstrates successful performance in all aspects of Level I and Level II.
• Completes requests for copies of medical records and mails as appropriate conferring with management as needed; coordinates change record/invoice for medical record copies when appropriate.
• Perform basic billing functions supporting billing supervisor when needed.

Patient Services Representative - Level IV:

• Consistently demonstrates successful performance in all aspects of the Level I-III.
• Demonstrates proficiency in performing billing tasks.
• Is able to understand, explain and assist patients with completing the sliding scale information and forms.
• Passes the education requirements and certification as a benefits counselor/navigator and is able to successfully sign patients and community members up for insurance.
• Assists patients with any questions or concerns regarding their patient balance or fee schedule.
• Consistently completes tasks related to case management services and audit type functions.
• Participates in quality improvement and utilization review activities.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• Associate Degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Experience with clerical tasks for a medical office.
• Working knowledge of healthcare insurance preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills; able to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Professional appearance and demeanor.
• Required Clearances: Act 79 FBI*Act 34 Criminal Clearance*Act 33 Child Clearance
• Computer skills Preferred: scheduling and electronic health record,
• Computer skills required: Microsoft Office

COMPETENCIES:

• Diversity- Shows respect and sensitivity for cultural differences supports a harassment-free environment.
• Ethics- Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork- Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Continually required to talk or hear.
• Occasionally exposure to blood-borne and airborne pathogens or infectious materials.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• The employee must occasionally lift and /or move more than 10 pounds.

Job Type: Full-time

Salary: From $15.00 per hour

Benefits:

• Dental Insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Healthcare setting:

• Clinic
• Dental Office
• Medical office

Medical specialties:

• Primary Care

Schedule:

• 8-hour shift
• Monday to Friday

Experience:

• Customer Service: 1 year (Preferred)
• Computer Skills: 1 year (Preferred)
• Medical office: 1 year (Required)

Work Location: On Site