Job Description
Motivated and reliable individuals with exceptional customer service skills and the ability to thrive in a fast‑paced environment are invited to join Holston Medical Group. Friendly, courteous employees will ensure a positive patient experience and bring a teamwork spirit to the office.
What We Offer
* Company‑paid Life and Accidental Death and Dismemberment Insurance
* Company‑paid Long Term Disability Insurance
* 401(k) and Roth Retirement plan with Company Contributions
* Medical, Dental, Vision, and additional Life and STD Insurance
* Health Savings Account Plan with company contributions
* Paid time off
* Paid Sick time
* Paid Holidays
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. They are responsible for opening the office and ensuring readiness for patients consistent with Holston Medical Group’s quality practice standards, policies, 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. They are 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, HIPAA, 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 into the EMR (electronic medical record)
* Verify insurance eligibility
* Collect co‑pay, generate receipt and post collected payment to the patient’s 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 patient’s 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 patient’s 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 detailed tasks for 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)
* Charge keys as necessary
* Open and distribute mail
* Ensure all medical record 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 on 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 the queue before logging out of the phone queue
* Forward phones to the evening setting
* Close and lock all doors
Education, Experience, and 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 are a must
Physical and 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.
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.
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