Front Office Clerk

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…