Front Desk Representative

It is our goal to provide the finest Orthopaedic care possible. This philosophy requires that all office staff and providers be sensitive and responsive to patients’ needs and preferences. To ensure that we hire and retain the quality of staff needed for implementing our philosophy of service, we have adopted the following job description for this position. The position requires that the employee be available forty hours per week, and that also the employee be flexible in his/her schedule to provide efficient service for the group.

The employee, however, will be expected to work no more than five days per week. Many of the responsibilities require that you have a working knowledge of computers and the ability to learn the proper use of the programs utilized in this office, or those that may be necessary to meet the needs of the practice.

Under the supervision of the Clinical Manager the Front Desk Representative shall be responsible to schedule and monitoring their assigned physicians’ schedules to ensure that their physicians are fully booked but also in accordance with the AO’s 20-minute wait time policy.

The Front Desk Representative is responsible for primarily performing Clerical tasks in AO Clinics. Responsibility is high volume, and the quality of duties performed need to be at a high level. The Front Desk Representative will come into contact daily with confidential patient files. The Front Desk Representatives must be able to handle this information with the highest degree of privacy, discretion, and professionalism.

The Front Desk Representative is responsible for completing the duties set forth below:

• Patient Flow & Check-In:
  Greet AO patients upon arrival, manage daily check-ins, explain clinic forms to patients, and monitor wait times to adhere to clinic scheduling and wait-time standards.
• Scheduling:
  Schedule, coordinate, and reschedule patient appointments to keep physician schedules optimized.
• Insurance and Financials:
  Verify patients insurance eligibility by scanning proper documentation and collecting co-pay.
• Answer multi-line phones, route faxes and medical documents, and handle patient files that require hand carrying X-rays.
• Patient Direction & Support:
  Direct patients to proper location such as imaging center, hand center, physical therapy, or other offices when necessary.
• Aid patients with special needs such as wheelchairs and others.
• Comply with all HIPPA laws and regulations. Maintain absolute confidentiality of patients records in accordance with HIPAA laws and regulations.
• Perform other duties and responsibilities as assigned to support operational needs.

• To perform this job successfully, an individual must be able to perform satisfactorily job duties, demonstrate excellent work habits, deliver superior service, and exhibit the highest degree of professionalism.
• Employ positive communication skills and exercise professional interpersonal abilities (tack, diplomacy, and respect) with patients and co-workers always.
• Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.
• Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest level of productivity.
• Demonstrate a desire to succeed and willingness to help others succeed.
• Demonstrate support and comply with all Safety program elements including adherence to policies, exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.
• Serve as an employee for Arrowhead Orthaepedics, following the code of…