Medical Front Desk

Position SummaryThe Medical Front Desk / Patient Services Representative is responsible for providing professional, courteous, and efficient front-desk services to patients of the Federally Qualified Health Center (FQHC). This position serves as one of the primary points of contact between the patient and the organization and plays an important role in ensuring timely access to care and a positive patient experience.The Medical Front Desk / Patient Services Representative is responsible for patient registration, appointment scheduling, insurance verification, demographic and insurance updates, collection of applicable patient payments, telephone communication, check-in/check-out, and other administrative functions necessary to support efficient medical practice operations.The position must demonstrate a strong commitment to the FQHC's mission of providing accessible, high-quality, patient-centered healthcare to all members of the community, regardless of ability to pay.Essential Duties and ResponsibilitiesPatient Reception and Customer ServiceGreet patients, visitors, and family members in a professional, courteous, and culturally sensitive manner.Provide exceptional customer service and create a welcoming environment for patients.Check patients in and out for medical appointments.Confirm patient identity and ensure required registration information is complete and accurate.Maintain patient confidentiality and protect Protected Health Information (PHI) in accordance with HIPAA and organizational policies.Respond appropriately to patient questions and concerns and escalate clinical or complex matters to the appropriate staff member.Maintain a professional and orderly reception & waiting room area.Scheduling and Appointment ManagementSchedule, reschedule, and cancel medical appointments in accordance with organizational scheduling procedures.Assist patients in obtaining timely access to appropriate medical services.Coordinate appointments between providers, departments, and locations when necessary.Confirm upcoming appointments and assist with reducing no-shows.Maintain provider schedules and communicate scheduling issues to the appropriate supervisor.Appropriately document appointment-related communications in the electronic health record (EHR).Registration and Patient InformationComplete new patient registration and ensure all required demographic information is accurately entered into the EHR.Verify and update patient demographics, contact information, emergency contacts, insurance information, and other registration data.Obtain required patient signatures, acknowledgments, consents, and forms.Ensure patient information is entered accurately and consistently.Assist patients with completion of required registration documentation.Insurance and Financial ResponsibilitiesVerify insurance eligibility and benefits in accordance with organizational procedures.Identify and communicate applicable copayments, deductibles, coinsurances, sliding-fee discounts, or other patient financial responsibilities.Collect copayments and other approved patient payments at the time of service.Provide patients with receipts and appropriate financial information.Assist patients with questions regarding the sliding fee discount program and direct complex financial questions to the appropriate staff member.Maintain accurate cash-handling procedures and reconcile collections as required.Identify insurance or registration issues that may affect reimbursement and communicate them to the appropriate staff.FQHC-Specific ResponsibilitiesSupport the organization's mission and commitment to serving underserved and medically underserved populations.Apply FQHC policies and procedures related to patient access, registration, sliding fee discounts, insurance, and financial assistance.Assist patients in navigating available health center services.Maintain awareness of available medical, dental, behavioral health, enabling, and other health center services and make appropriate referrals within the organization.Support organizational efforts related to patient-centered care, access to care, quality improvement, and patient satisfaction.Maintain accurate information necessary for organizational, HRSA, UDS, billing, and other reporting requirements as applicable to the position. Telephone and CommunicationAnswer incoming telephone calls promptly and professionally.Direct calls to the appropriate department or staff member.Schedule appointments and provide non-clinical information within the scope of the position.Take accurate messages and document communications appropriately.Return patient calls or route calls according to organizational procedures.Communicate effectively with patients who may have language, hearing, literacy, transportation, or other barriers to accessing care.Compliance and ConfidentialityMaintain strict confidentiality of patient, employee, financial, and organizational information.Comply with HIPAA, FQHC policies, applicable federal and Florida requirements, and organizational privacy and security procedures.Follow established procedures for safeguarding patient information and EHR access.Complete required compliance, privacy, security, and organizational training.Report suspected privacy, security, safety, or compliance concerns to the appropriate supervisor.QualificationsRequiredHigh school diploma or GED.Minimum of 1 year of medical office, healthcare front-desk, patient registration, customer service, or related experience preferred.Strong interpersonal and communication skills.Ability to maintain confidentiality and exercise sound judgment.Ability to work effectively in a fast-paced healthcare environment.Basic computer proficiency and ability to learn electronic health record and practice-management systems.Ability to accurately enter and maintain patient information.Professional, dependable, and patient-focused demeanor.PreferredPrevious experience in an FQHC, community health center, medical practice, or other healthcare organization.Experience with an electronic health record (EHR) system.Experience with insurance verification and eligibility.Experience collecting copayments or other patient payments.Knowledge of Medicaid, Medicare, commercial insurance, and/or sliding fee discount programs.Bilingual English/Spanish or English/Creole communication skills are highly desirable for serving the diverse South Florida and Florida Keys patient population.Knowledge, Skills, and AbilitiesExcellent customer service and interpersonal skills.Strong verbal and written communication skills.Ability to communicate effectively with patients from diverse backgrounds.Strong attention to detail and accuracy.Ability to maintain composure and professionalism when dealing with difficult or upset patients.Ability to prioritize multiple responsibilities in a busy medical practice.Ability to work collaboratively with providers, nurses, medical assistants, billing staff, and administrative personnel.Basic understanding of medical terminology preferred.Ability to maintain patient confidentiality and comply with HIPAA requirements.Ability to handle sensitive financial and personal information appropriately.Ability to use computers, telephones, scanners, copiers, EHR systems, and other standard office equipment.Physical RequirementsThe employee must be able to:Sit and/or stand for extended periods.Frequently communicate by telephone and in person.Operate a computer and other office equipment.Occasionally lift or move office materials weighing up to approximately 20 pounds.Maintain the ability to work in a busy clinical environment with frequent interruptions.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.Performance ExpectationsSuccessful performance in this position will be evaluated based upon:Patient service and professionalism.Registration and demographic accuracy.Appointment scheduling accuracy and efficiency.Insurance verification and registration accuracy.Appropriate collection and documentation of patient payments.Compliance with HIPAA and organizational policies.Attendance, punctuality, and dependability.Teamwork and communication.Ability to support patient access and the FQHC mission.Patient satisfaction and service responsiveness.Accurate and timely completion of assigned administrative responsibilities.Equal Employment OpportunityThe organization is an Equal Employment Opportunity employer and complies with applicable federal and state laws prohibiting discrimination in employment. Employment decisions are based on qualifications, experience, performance, organizational needs, and other lawful employment-related criteria.
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