Front Desk & Call Center Assistant

Job Description

Job Description

Peraza Dermatology Group is a family-owned, general dermatology practice focused on providing patients with the best skin care and treatment. The practice has grown over the last 40 years, with offices in Claremont, Hanover/Lebanon, New London, Derry, NH, and Windsor, VT. Peraza Dermatology believes in putting patients first, is committed to honesty and integrity in all things, believes in teaching/learning with open ideas, encourages high-performance and accountability, and insists on respectful, constructive team interactions to create a rewarding place to work. The practice provides a comprehensive compensation and benefits package, including competitive wages, a generous benefits package with health insurance, a 401(k) with a match, paid time off, opportunities for learning and advancement, and a collaborative work environment.Practice CORE Values: The mission of Peraza Dermatology Group (PDG) is to provide the highest quality of dermatologic care to each patient in a personal, respectful, and ethical manner. Such care recognizes the importance of quality service to patients and co-workers. In this context, each employee has the following responsibilities as an individual contributor: We place the interests of our patients first.We are committed to honesty and integrity in all our relationships with patients and colleagues. We are a learning practice, open to new ideas. We are honest, and we learn from our mistakes. We do not repeat them.We operate as a meritocracy, where high performance is encouraged, and each of us is accountable for our decisions. We insist on respectful, constructive team interactions to create a rewarding place to work and operate. We make decisions in a true spirit of collaboration and partnership.Job summary:The Front Desk & Call Center Assistant is often the first person who interacts with patients in the office and is expected to be pleasant, patient, and compassionate at all times. This role serves as the liaison between the dermatology office and current and potential patients. Typical duties include duties such as answering the phone, scheduling patient appointments, completing the check-in and check-out process, verifying insurance eligibility, completing referral requirements, addressing patient concerns and questions, keeping customer satisfaction at the core of every decision and behavior, and other administrative duties. This is a high-volume and fast-paced position for an expanding medical practice. This job may also include assistance to clinical staff as well as travel to nearby clinics within a 35-mile radius from the main employment location, when called upon. Any location traveled to farther than 35 miles will be eligible for mileage reimbursement at the review of their supervising team. *Primarily in New London, NH 2-3 days a week covering front desk and in Claremont, NH the rest of the time in the call center, with flexibility to travel to the other locations when necessary.*Essential Workplace Duties: Responsible – Works independently, in a safe and appropriate manner. Demonstrates both problem-solving and problem-prevention skills. Takes ownership of delivery results.Teamwork – Partner with coworkers to achieve results, treating everyone with respect regardless of differences in background or job type. Sensitive – Displays sensitivity to the needs of patients and co-workers, always maintains privacy and confidentiality. Demonstrates good communication skills and empathy.Friendly – Make eye contact and smile, greet and welcome every patient and colleague. Treat the people we serve as guests and coworkers as partners. Professional – Presents a professional appearance and attitude. Coordinated – Organizes and delivers service in the proper order. Displays excellent organizational skills and utilizes resources wisely. Dependable – Must always be punctual and have satisfactory attendance. Safety – Required to comply with all safety procedures while performing job-related duties/tasks in order to protect themselves and our patients from injury. Maintain a safe and clean work environment. Adaptation – Adapts well to change, embraces new ways of doing things, and reframes problems into opportunities. Effectiveness – Meets all the requirements of the position. Works carefully and precisely, with attention to detail.Essential Job (Role) Duties – Front Desk Assistant (3 days/week): Perform the check-in and checkout process in a courteous and efficient manner. This includes greeting the patients, registering new patients, capturing demographic information, collecting copays, verifying insurance information, and collecting and scanning patient forms, photo ID, and insurance cards. Answer incoming phone calls. Alerting the clinical staff when the patient arrives by properly checking in the patient in our practice management system. Scheduling appointments and properly recording and notifying when there are cancelations. Prepare face sheets and attach appropriate paperwork for upcoming patient appointments. This includes checking insurance eligibility, addressing any outstanding balances, confirming referrals are in place, and confirming that consult notes are uploaded prior to appointments. Review the provider's schedule on a daily basis and make every effort to fill open appointments with those on the wait list or those scheduled far out to see if they want to be seen sooner. Follow-up with patients as requested to gather missing insurance information deemed necessary for proper billing. Be flexible and willing to adjust to new procedures while remaining up to date on any new or evolving policies. Assist in making sure the office remains tidy, safe, and secure along with monitoring office supplies. Help coworkers as needed with day-to-day operations ensuring the front end runs smoothly. Flexibility to assist providing coverage on MOH's clinic front desk when called upon. This day may fall on a Wednesday, Thursday, Friday, Or Saturday but a day off within the same work week will be coordinated in result.Essential Job (Role) Duties – Call Center Representative (2 days/week):Manage a high volume of inbound and outbound patient calls in a timely, professional, and courteous manner. Follow established communication scripts and protocols when addressing various patient inquiries and situations. Identify patient needs, clarify information, research concerns, and provide appropriate solutions and alternatives. Register new patients and provide new patient information, including instructions and access to the patient portal. Accurately collect and update health insurance, referral, and copayment information. Schedule, reschedule, and cancel appointments accurately and appropriately based on provider availability and practice guidelines. Document all patient interactions, questions, and resolutions accurately and comprehensively.Address patient questions and complaints with empathy and professionalism, escalating issues to the appropriate team member when necessary.Protect patient confidentiality and follow all applicable HIPAA and practice policies.Collaborate effectively with clinical and administrative team members to ensure a seamless patient experience. Skills: Customer service-oriented with a professional, friendly, and empathetic demeanor. Ability to develop and grow a team while remaining accessible and patient. Excellent verbal and written communication skills with the ability to interact professionally and compassionately with patients, providers, and coworkers – must be fluent in English.Must exercise constant attention to safety practices as defined by the Safety Program's Bloodborne/Airborne Pathogen requirements. Strong organizational and time-management skills with the ability to prioritize multiple tasks in a fast-paced environment.Proficient in the use of computers, tablets (iPad), Microsoft Office applications, and other healthcare technologies.Ability to adapt to changing priorities, office location (any of the 5 locations), and workflow demands is necessary.Strong attention to detail and commitment to maintaining accurate patient records and documentation. Strong attention to detail and accuracy when entering patient insurance information. Education: High school diploma or equivalent required. Experience: Minimum of one year of experience in a professional office setting. Experience in a medical office, physician practice, or healthcare setting preferred. Dermatology experience is preferred but not required.Experience with EMR systems and electronic charting is preferred.Reliable transportation between office locations is required. Physical Requirements: Must be able to balance certain mental and emotional stressors from working in a medical/health care environment. Must be able to lift up to 20 pounds (office equipment, supplies, etc.)Requires long periods of standing/walking/sitting.Requires the ability to reach, stoop, bend, kneel, and crouch.Other:This job description was written for Peraza Dermatology Group for the role of Front Desk & Call Center Assistant. This position is required to fulfill "other duties" as assigned by the manager, as it fits within the scope of the position. As part of our hiring process, Peraza Dermatology Group will conduct a background check, which may include criminal history, reference checks, and verification of employment or education for employment applicants, where permitted or required by applicable law.Applicants will be provided with any required notices and authorization forms before a background check is conducted. Information obtained through the process will be handled confidentially and used only for lawful employment-related purposes.If information from a background check may affect an employment decision, the applicant will be given any notices and opportunity to respond or dispute inaccurate information required by applicable law.This disclaimer does not limit any additional background-check requirements that may apply to particular positions under federal or New Hampshire law.