Full-Time Front Office Specialist

Position: Full Time Front Office Specialist Location: Stevens Point, WI Job Id: 230-1 # of Openings: 1 Job Title: Full-Time Front Office Specialist Reports to: Director of Operations Description: The Full-Time Front Office Specialist is a customer service position with Behavioral Health Clinic (BHC). This position is located at our Stevens Point location. The Front Office Specialist plays an integral part in achieving and maintaining a standard of excellence as we aim to exceed the expectations of our clients, referral sources, and other professionals through effective and pleasant telephone and face-to-face communications regarding the reception and administrative coordination of our services. Duties and Responsibilities: Acquire and maintain a solid understanding of BHC services, HIPAA policies, general policies pertaining to billing and insurance, our facilities/locations, our clinicians’ schedules and practice specialties/interests. Greet all patients and guests in a cheerful and welcoming manner. Manage the patient/visitor’s needs in a confident and competent manner which can include but is not limited to: Confirm patient demographic information and facilitate checking in and checking out with patients’/visitors Assist patients/visitors in the completion of necessary forms Requesting and collecting payment for services Schedule appointments within company policy based on patient’s/visitor’s needs and complete necessary follow up documentation Ensure waiting area, hallway, and front office is tidy and pleasing Answer all incoming calls in a cheerful and welcoming manner. Manage the caller’s needs in a confident and competent manner which can include but is not limited to: Take messages that may relate to change in schedules or other matters. Recognize and prioritize the urgency that such matters require follow-up action based on company guidelines, and communicate accordingly with teammates Communicate information to callers regarding BHC services, policies, facilities, and clinicians Schedule appointments within company policy based on caller’s needs, and complete necessary follow-up documentation. Comfortability with computers is a must and must be proficient in using electronic medical records (EMR) for the majority of front office work. Update patient records as needed, in a timely and accurate fashion Proactively ask callers and patients how they heard about us and/or how we can better assist them Check voice mail, company email in-boxes, and the fax machine at least every 30 minutes throughout the shift, and process inquiries or create and distribute appropriate messages for teammates in a timely fashion. Maintain all clinicians' schedules across all programs. Daily review for errors, inconsistencies and completeness. Proactively address conflicts as they arise, investigate, resolve and update. Maintain a waiting list for clients and notify in the case of cancellations. Have prepped for the next day all clinician schedules, testing supplies, new client charts, room usage schedule, etc. Leave the appropriate shift and record written notes, in the appropriate detail, such that others appreciate status and priority of open items even when you are not present. Place outbound calls to physician offices, clients, and others regarding future appointments, outstanding payments, records requests, insurance verification's, outreach/marketing efforts, or other customer service needs. Maintain inventory of office and facility supplies. Place orders for supplies as needed and ensure timely delivery. Maintain records related to facilities, supplies, and equipment. Troubleshoot and resolve technological issues, including hardware and software problems. Coordinate with external service providers for advanced technical support. Other duties as assigned, e.g., complete work in Urgent/Non‑Urgent boxes, projects such as maintaining master’s documents and restocking, mailings and chart audits, assisting with proof reading reports, community outreach endeavors, filing, etc. Qualifications: Strong verbal and written communication skills that demonstrate the power and strength of a positive and confident tone. An ability and comfort in multi-tasking with a high degree of detail orientation, while utilizing knowledge of company attributes to trouble‑shoot dynamic and often live conversations in a positive and confident tone, to find resolution in conflict in a calm fashion. Knowledge and general proficiency in using Microsoft Office programs, internet‑based email programs, and social media sites. Experience and familiarity with general office equipment, including Zoom phone systems (multi‑lines), merchant accounts hardware and video conferencing software and hardware. A high level of self‑motivation and initiative to complete tasks and problem‑solve, while appreciating and organizing these in the context of organizational priorities. Ability to take responsibility for own actions, including the impact of own decisions on clients and others, to include: taking appropriate action when anyone in the organization violates standards or regulations; acting in a way that demonstrates deep personal integrity and serves as a positive example of why others should trust the organization; and viewing oneself as a reflection of the organization by following through on commitments and accepting ownership of any mistakes he or she might make. Ability to effectively function and thrive within a team environment. Knowledge and general proficiency with health care billing and insurance preferable. Ability to be flexible with availability based on the routine service fluctuations of the clinic. Willingness to learn. Starting pay $17.00 - $20.00 per hour Healthcare Benefit Package – Including Dental, Vision, STD, LTD, and Retirement Plan Options Supportive and collaborate team environment& Opportunities for advancement and leadership Paid Time Off (PTO) and Holidays As part of the onboarding process, all successful candidates will be required to complete Form I-9 (Employment Eligibility Verification) and undergo a background check, in accordance with applicable laws and company policies. #J-18808-Ljbffr