Front Office I

Job Description

Job Description

Explore opportunities with Holston Medical Group , part of the Optum family of businesses. Holston Medical Group combines the personal feel of a community-based practice with the strength, resources and career opportunities of a leading national health care organization. As a multispecialty clinic offering care across northeast Tennessee and southwest Virginia, our teams deliver high‑quality, value‑based care that exceeds expectations while making care easier, more affordable and more accessible. Join us and discover the meaning behind Caring. Connecting. Growing together.

General Summary:
The Front Office I provides the first point of contact with patients as they enter the office or via telephone. The Front Office I greets all patients, vendors, or anyone within the office or on the telephone with a warm welcome. The Front Office I is responsible for opening the office and ensuring readiness for patients consistent with Holston Medical Group’s quality practice standards, polices, procedures and customer service expectations. The Front Office I will check in patients, collect payments, check out patients, schedule follow-up appointments and balance all transactions daily. The Front Office I is responsible for providing excellent customer service skills throughout the day.

Opening Responsibilities:
• Open safe, remove and distribute prescription pads, drug cabinet keys and embossers to nurses
• Count money in opening drawer and log amount
• Take the phones off the evening setting and follow-up on any messages left overnight
• Unlock doors for the business day

Check-In Responsibilities:
• Greet patients, vendors, or anyone within the office or on the telephone with a warm welcome
• Data entry of patient demographics and insurance information
• Ensure that patient insurance information is up-to-date and accurate/obtain current copy, as needed
• Verify demographic information with patient
• Update all front office forms if out-of-date to include but not limited to history form, demographics, HIPPA, financial policy, no show, communication forms, etc.
• Provide HIPAA information to patient
• Provide history form to patient if out-of-date
• Provide all new patients a new registration packet (history, advance directive, medical record number) and enter in to the EMR (electronic medical record)
• Verify insurance eligibility
• Collect co-pay, generate receipt and post collected payment to the patients account (performed at check-in and/or check-out)
• Generate router for patient
• Enroll patients in follow my health
• Supply patient with internet password, if requested

Check-Out Responsibilities:
• Collect co-pay, generate receipt and post collected payment to the patients account (performed at check-in and/or check-out)
• Address any outstanding balance with patient, collect payment or make payment arrangements on past due balances, generate receipt and post collected payment to the patients account
• Schedule follow-up appointments
• Verify all narcotic logs and ensure patient picking up prescription has a valid driver’s license

General Office Responsibilities:
• Answer incoming phone calls
• Create detail specific tasks from patients for nurses and providers with preferred contact information
• Answer general billing questions
• Pick up documents to shred from within the office
• Pick up documents to send to Scan from within the office, ensure properly labeled with medical record number
• Distribute items from the fax machine (date stamp)
• Key charges as necessary
• Open and distribute mail
• Ensure all medical records releases are completed and a valid Photo ID is obtained
• Cross train in all areas of the front office when possible
• May have to fill in at other HMG offices upon request based upon the business need on an occasional basis

Closing Responsibilities:
• Close out bank deposit following HMG procedures
• Close out credit card machines for the day
• Make sure all calls are cleared from que after logging out of the phone que
• Forward phones to the evening setting
• Close and lock all doors

Education/Experience/Knowledge:
• High School diploma or equivalent required
• 1-2 years’ experience in a medical office or customer service position, preferred
• Proven success asking for payment, making change, and balancing a cash drawer
• Working knowledge of managed care and overall understanding of HMO’s and PPO’s, preferred
• Excellent customer service skills is a must

Physical/Mental Demands:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential :
Communication with others to exchange or express information and ideas. Ability to receive detailed information through oral communication, and to make fine distinctions in sounds. Determine the accuracy, neatness, thoroughness of the work assigned and perceive general observations. Must be able to remain in a stationary position at least 75% of the time. Extending the hands and arms in any direction. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Perform a variety of duties, often changing from one task to another of a different nature. Perform with frequent interruptions and/ or distractions. Make appropriate job decisions following standard office policies and past precedents. Adjust priorities quickly as circumstances dictate. Ability to establish and maintain cooperative working relationships with co-workers and the public. Work independently and identify potentially more effective methods of work operations. Ability to interact appropriately with colleagues and patients for different purposes and different context.

Marginal:
Needs to move inside or outside the office space to access file cabinets. Sedentary work that includes moving objects up to 10 pounds. Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point. Ability to identify and distinguish colors. Light work that includes moving objects up to 20pounds occasionally.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities.