Behavioral Health Front Office Associate

Job Description

Job Description

Summary: This role serves as a primary point of contact for patients, families and interdisciplinary care teams, ensuring a welcoming, confidential, and trauma-informed patient experience.  Provides support with the daily activities of a medical office including filing, telephone coverage, appointment scheduling, registration, and patient referrals by performing the following duties. Provide medical assistant duties as needed. Must be detail oriented, able to deal with diverse clientele, complete various medical assignments regarding processing patients and paperwork and work in a fast-paced environment.  Must ensure accuracy, consistency and high-quality administrative support for behavioral health services.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

Register all patients by updating data when necessary.

Assess and confirm patient payment source.

Collect all fees due from patients in accordance with company policy.

Maintain efficient flow of patients to the prospective departments.

Reconcile cash to the audit report at the end of each workday.

Inform patients to bring picture identification, insurance card, and co-payment if required and arrive 30 minutes prior to the scheduled appointment time as well as inform and document the requirements for self-pay patients in computer system at the time appointment is schedule.

Answers telephone and either responds to inquiry, directs caller to appropriate personnel, or initiates a triage slip for response by medical personnel.

Schedules appointments and enters appointment date and time into computerized scheduler.

Greets and directs patients, salespeople, and visitors.

Registers patients by verifying that patient's record is up to date and accurate.  Makes appropriate changes in computer system.

Prepares all billings in computerized system for processing by finance change to properly exit patient by keying encounters and collecting additional fees as necessary.

Reschedule cancelled appointments due to changes in the provider schedule and appropriately document how patient was notified.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Completes projects on time and budget.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills.

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 - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Embodies a team-based approach to patient care.

Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity.

Strategic Thinking

Judgment - Displays willingness to make decisions; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Demonstrates persistence and overcomes obstacles, Measures self against standard of excellence.

Planning/Organizing - Uses time efficiently.

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.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.

Dependability - Follows instructions, responds to management direction; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Seeks increased responsibilities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High School Diploma or 2 years of customer service experience.  Associate's degree (A. A.) preferred.  Healthcare or behavioral health experience a plus.   Must enjoy working with the public.   Ability to handle problems involving patients and maintain a customer-oriented attitude. Must be experienced with personal computers and have the willingness to learn new software.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software.

Other Qualifications:

Must become knowledgeable of People's Health Centers (PHC) Front Office procedures and the services PHC provides.

Maintain a working knowledge of the current policies and changes in the various insurance and managed care plans.

Maintain a working knowledge of People's Health Centers' grant agreements and contracts and how they affect the patients.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.