Vacancy expired!
Front Office Coordinator
POSITION: Front Office Coordinator
RESPONSIBLE TO: Manager
POSITION SUMMARY: With a customer service orientation – greet and register patients, answer the telephone, prepare the office for the day, schedule patient appointments, and collect payment for services.
EDUCATIONAL REQUIREMENTS:
High school diploma required
Associates or Bachelor’s degree preferred
QUALIFICATIONS AND EXPERIENCE:
One to two years’ experience in hospitality, retail, medical office, or other customer service position
Type 40 WPM
Multilingual, preferred
Comfortable using email, social media and interacting with Internet applications
Knowledge of word processing software and practice management software
Ability to perform multiple and diverse tasks simultaneously
Proven experience with proactive customer service and service recovery
Familiarity with scheduling and rearranging appointments
Understanding of managed care and third party payor concepts [if practice accepts insurance]
Pleasant speaking voice and demeanor – excellent telephone skills
Neat, professional appearance
Knowledge of medical terminology
Good time management skills to accommodate peaks and valleys
Strong written and oral communication skills
RESPONSIBILITIES include, but are not limited to, the following:
Daily Operations
"Opens" the office each day, according to protocol
Answers the telephone pleasantly, and by the third ring as often as possible
Appropriately discusses cosmetic consultations, cosmetic procedures and skin care services with prospective patients over the phone—assists them to schedule an appointment, or transfers them to the Patient Coordinator
Schedules patient appointments; asks them how they heard about the practice and enters required demographics
Keeps a “cancellation list” and calls patients if their appointment can be rescheduled to an earlier time
Sends new patient paperwork to new patients within 2 hours of scheduling the appointment
Encourages new patients to visit the practice Web site to learn more about the physician and the services he or she provides and view the photo gallery
Asks all new patients how they heard about the physician; records this information in the practice's database
Makes reminder phone calls 48 hours before designated patient appointments and/or uses automated technology
Responds to internet inquiries within 2 hours of receiving them
Runs the daily schedules one day ahead—makes a copy for the physician, nurse, aesthetician, Patient Coordinator, and the front desk
Runs all patient encounter forms one day ahead of time
Ensures all charts have been created, pulled, and/or located; attached encounter forms to patient charts (omit if practice uses an EHR)
Keeps a list of people who call about new procedures and treatments that the practice does not yet offer
Acts as back-up to the Patient Coordinator
Check-In, Registration, and Check-Out
Greets patients as they arrive for scheduled appointments
Provides new patients appropriate paperwork for required signatures (if the patient has not been pre-registered)
Verifies demographic and insurance information for new and established insured patients, according to protocol; scans or copies insurance card, drivers license, front and back, and new patient paperwork into the practice management system or chart
Explains financial and collection policies to new patients – provides written guidelines to each patient
Ensures all patient paperwork is complete before patient is seen – follows practice protocol to notify the clinical staff or Patient Coordinator when patient is ready to be seen
Informs patients in the reception area when the surgeon is running behind
Collects payments for consultations, skin care and spa services; posts charges and payments into the computer daily and schedules follow up appointments, as needed. Provides computerized receipt to patients.
Maintains recall system for recurring non-surgical treatments, such as injections, facials, laser treatments, etc
Sells skincare products according to protocol
Additional Duties
Prepares a daily close at the end of each day, according to protocol
“Closes” the office each day, according to protocol
Facilities phone and walk-in requests for skincare products; collects money and posts charges and payments into the computer system
Screens visitors and responds to routine requests for information
Ensures all faxes are distributed throughout the day
Opens, date stamps, and delivers mail daily
Keeps the patient reception area neat and clean at all times throughout the day, and ensures that refreshments are stocked
Facilitates any physician requests throughout the day
Other
Maintains patient confidentiality by following the HIPAA Compliance Plan established by the practice; releases PHI in accordance with the practice's HIPAA Compliance Plan, attends regular HIPAA training, maintains data security by refusing to share computer and other passwords, and reports all identified and suspected HIPAA violations to the Privacy Officer
Maintains the coding compliance standards set by the practice; understands the practice's Coding Compliance Plan, attends annual training, and reports all identified and suspected coding compliance violations to the Compliance Officer
Maintains detailed knowledge of software as it relates to job functions
Attends all staff meetings
Performs all other tasks and projects assigned by the physician or Manager
Access to PHI (Protected Health Information)
This position has extensive access to PHI. It requires access to computerized schedules and computerized or paper-based billing and reimbursement databoth of which contain a patient's clinical and financial information. It also may require the review of patient referral forms, lab results, tests, and encounter form data in the medical record in order to prepare patient information for the physicians and clinical staff.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Typical Physical Demands
Work may require sitting for long periods of time, and also stooping, bending and stretching for files and supplies. Employee will occasionally be asked to lift files or paper weighing up to 30 pounds. Position requires manual dexterity sufficient to operate a keyboard, operate a computer, telephone, calculator, copier, and such other office equipment as necessary. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. Position also requires viewing computer screens and typing for long periods of time, and working in an environment which can be very stressful.
Typical Working Conditions
Work is performed in a reception area, and involves frequent contact with patients. Work may be stressful at times. The employee must be comfortable asking patients for money. Interaction with others is constant and interruptive.
Vacancy expired!