Front Office Clerk

Job Details: Job Location: Healthpoint Memorial - Bryan, TX 77802, Position Type: Full Time, Duties: Provides customer service to all patients including, but not limited to, greeting patients, scheduling, and confirming patient appointments using a multi-line phone, performing data entry into the eCW electronic health record software system for patient information and creating patient files. Facilitates patient check-in and check-out, explains payment options, including sliding scale fees, Medicare, Medicaid, and other forms of payment assistance, collects and posts patient payments, completes patient intakes, income screenings, and conducts insurance verifications and authorizations. Front Desk staff members interact with and support providers and clinical staff. Must be able to multi-task and have great customer service skills. Other duties as assigned.

BASIC FUNCTION

Under the direction of the Clinic Manager, the position of Front Office Associate plays a crucial role by serving as the first point of contact for patients and visitors by managing the front desk and related activities ensuring a positive experience for patients from the initial contact with the facility until the patient complete their services.

PRIMARY RESPONSIBILITIES AND DUTIES

Scheduling Appointments:

• Coordinate and schedule patient appointments, either in person, over the phone, or through electronic systems
• Arrange appointments for new and returning patients, ensuring proper allocation of time and resources through the scheduling processes

Greeting and Check-In:

• Welcome patients and visitors as the first point of contact using appropriate organizational techniques and high level of customer service (e.g., AIDET)
• Check patients in for appointments either in person or through electronic systems
• Verify their personal information, such as but not limited to address and phone number, and update any necessary records
• Provide necessary forms or paperwork for completion – either hard copy or electronic

Patient Registration and Financial Information:

• Ensure patient’s registration is current (signed within the last two years) and update if necessary
• Obtain and record necessary insurance information accurately
• Verify patients' insurance coverage, including eligibility, and pre- authorization requirements
• Verify, engage, and collect co-payments, deductibles, past balances due from patients for healthcare services
• Prepare accurate daily point of service collection reports and maintain accurate cash drawer
• Screen and educate patients/clients, when needed, on services available and program eligibility/funding sources for which they may be eligible for and offer potentially eligible patients/clients an eligibility appointment.

Administrative Responsibilities:

• Answer phones, properly document messages, process medical release of information, and provide information to patients as needed
• Communicate and respond to patients and their families for non-clinical healthcare needs and concerns including appointment call reminders and other follow-up items as needed
• Order and maintain office supplies and other equipment as needed in the front desk area
• Process computer generated faxes as needed
• Process all medical release of information requests - uploading requests into EMR (Electronic Medical Record) system and faxing documents to requestor through EMR if applicable.

Communication and Interpersonal Responsibilities:

• Effective verbal and written communication with patients and healthcare professionals
• Active listening and empathy when interacting with patients, families, and guests
• Maintaining patient confidentiality and privacy in accordance with HIPAA (Health Insurance Portability and Accountability) guidelines
• Collaborating with the healthcare team, both internal and external stakeholders

Performs other duties as assigned

• Effectively carries out tasks and responsibilities beyond core job duties and primary role. The additional duties may vary from time to time and encompass a wide range of activities that contribute to the overall success of the organization (floating, schedule variations, assisting co-workers, patients, visitors, customers, leaders, and other stakeholders in support of the organization.)

MISSION, VISION, AND VALUES

• Empathy- Demonstrates a high level of empathy, respect, and understanding of diversity in the workplace by treating all patients, guests and colleagues with dignity, courtesy, and inclusivity, and by actively seeking to learn from different perspectives and experiences.
• Excellence- Consistently upholds high ethical and safety standards and demonstrates unwavering integrity in all work-related activities. Strives for excellence in job performance.
• Enjoyment- Displays enjoyment (gratitude), a commitment to learning, and professionalism by actively seeking feedback, accepting constructive criticism, and demonstrating a willingness to grow and improve in their job role.
• Commitment to Patient/Customer Service- Exhibits exceptional patient/customer service skills, consistently providing professional support. Demonstrates effective communication skills, actively listening to patients/customers, and responding promptly to inquiries and concerns. Handles challenging situations with tact and diplomacy, ensuring timely resolution of problems and fostering positive patient/customer experiences

CULTURE

• Gratitude - Displays a positive and appreciative mindset and supports happiness and well-being in self and others.
• Collaborative Team - Demonstrates flexibility, enthusiasm, and willingness to cooperate while working with others in an inter-professional team to support organizational activities. Identifies and supports opportunities for professional development of team members.
• Quality Improvement - Collaborates with team to drive continuous improvement initiatives to enhance quality standards, processes, and outcomes.
• Accountability - Ensures consistent adherence to regulatory guidelines and HealthPoint policies and procedures. Takes accountability for mistakes and errors.

QUALIFICATIONS:

GENERAL PROFESSIONAL DEVELOPMENT

• Functions effectively in response to workflow or ongoing direction by supervisors and managers
• Understands and functions in a customer first service capacity
• Self-motivated
• Strong initiative- looking for ways to assist the provider without being prompted
• Knowledge of maintaining information in an EHR (Electronic Health Record)
• Ability to multi-task and work cooperatively with others
• Possesses a basic level of computational and computer skills and mathematical knowledge typically acquired through completion of a high school program or General Educational Development (GED) certificate.

PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES

• Must possess a high school diploma or General Educational Development (GED) certificate.
• Required: 1-3 months of related experience
• Preferred: 3-6 months of related experience

LICENSES & CERTIFICATIONS

• Required: Valid state Driver’s License
• Preferred: Automobile insurance with reliable transportation

TECHNICAL SKILLS

• Demonstrates necessary proficiency with healthcare electronic clinical systems, including EHR and scheduling systems, in use at the health center.
• Basic typing skills
• General knowledge of Microsoft Office suite and other general office software
• Proficient with typical office equipment: Computer, Copier, telephone, Fax, credit card machine, scanner

COMMUNICATIONS SKILLS

• Possesses a basic level of written and verbal communications skills typically acquired through completion of a high school program or General Educational Development (GED) certificate.
• Preferred: Bilingual skills in English and Spanish language