Under the supervision of the Front Office Supervisor, this position supports all front desk responsibilities and is responsible for the performance of all patient registration functions, including, but not limited to: greeting patients, patient check-in, verifying patient demographics and other pertinent information, collecting payments, and assisting with secondary and follow up scheduling, when necessary.
- Supports the Front Office Supervisor and Lead in accordance with the company's leadership philosophy, policies and applicable guidelines.
- Works well in a team-oriented environment and fosters teamwork with peers, co-workers, and management
- Supports all department initiatives to improve the patient experience
- Assists with patient inquiries, complaints and notifying applicable personnel to assist in resolving problems to the patient’s satisfaction
- Identifies and participates in implementation of opportunities for improvement
- Adheres to monthly performance audits in conjunction with department analytics
- Maintains strict confidentiality in accordance with HIPAA guidelines and NMOA policies
- Conducts patient check in processes for all providers and lines of business; including, but not limited to:
- Greet patients and introduction of self with simple explanation of process
- Determines primary language and contacts interpreter
- Assists with, when necessary, scheduling and rescheduling of appointments for established patients in accordance with physician orders
- Coordinates notification of changes within CPS of all patient registration information
- Updates and maintains patient demographics, at regular intervals, as needed
- Registers patients with accuracy and completeness by performing the following:
- Check patients in; notifying clinic staff of patient arrival and registration completion
- Obtains scans of patient photo ID and applicable insurance card(s)
- Ensures patient demographics are correct and up-to-date
- Verifies all referrals, including Workers Compensation approvals, are current
- Determines patient’s eligibility, coverage, and insurance limitations at a beginning level
- Answers patient inquiries, as requested
- Collects patient payments; including co-payments, self-pay costs, and payments on account balances
- Contacts new patients 24-48 hours in advance to assist in obtaining initial registration information, when necessary
- Comfortable, competent and trustworthy in being responsible for patient identification and collection of payments
- Ensures document retention is maintained as prescribed by NMOA policy and ensures that correct documentation is properly destroyed in compliance with HIPPA regulations
- Adheres to company policies and attends scheduled meetings, as required
- Regular and reliable attendance and adherence to working schedule
- Performs other duties, as assigned
KNOWLEDGE, SKILLS AND ABILITIES:
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.
- Exceptional customer service skills
- Strong computer and phone skills; including but not limited to: spreadsheets, word documents, Internet and email
- Ability to understand, read, write and speak English. Ability to understand and speak Spanish preferred.
- Ability to spell and use proper grammar
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals and percentages
- Ability to effectively present information, respond to questions and professionally interact with physicians, managers, employees, patients, vendors and the general public
- Ability to successfully communicate with others both in person and over the phone
- Ability to recognize and define problems, collect data, establish facts, draw valid conclusions and correct errors
- Ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables
- Exhibit an understanding of healthcare regulatory and compliance policy (e.g. HIPAA) as it relates to a medical clinic environment
- Exhibit working knowledge of the clinic policies and procedures
- Must be able to handle multiple, simultaneous tasks and personalities effectively and efficiently while maintaining a professional, courteous manner
- High integrity, including maintenance of confidential information
- Must be highly organized, timely and thorough
- Must be able to exercise good judgment and positively influence others, including handling confrontations with poise and efficiency
- Ability to work a flexible schedule within the hours of 7:00 am – 6:00 pm
- Ability to establish and maintain effective working relationships with staff, co-workers, patients and vendors
- Knowledge of New Mexico Orthopaedics policies and procedures and healthcare regulatory and compliance policies
- Travel to other sites may be required
- May be assigned to or transferred to any clinic location, depending upon business need
EDUCATION AND EXPERIENCE:
High School Diploma or equivalent and at least two (2) years of relevant experience; medical practice experience is preferred; or equivalent combination of education and experience.
CERTIFICATIONS, LICENSES, REGISTRATIONS: None
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Repetitive motion of upper body required for extended use of computer. Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts
Works in well-lit, ventilated and climate controlled clinic environment. Fast-paced medical office environment involving contact and interaction with patients, physicians, and other clinical and clerical personnel. Conditions common to a clinic environment include but are not limited to communicable disease, blood borne pathogens, bodily fluids and toxic substances.
Job Status: Full Time