General Summary

The Front Desk Patient is the first employee our patients meet when arriving at Centers for Gastroenterology and the last person they see. This employee has the responsibility of making a good impression by demonstrating pleasant, helpful, and comforting demeanor. This employee should work effectively, efficiently, and accurately to ensure best patient care.

Essential Job Functions

• Greet everyone that comes into the office and direct them to the appropriate office staff.
• Demonstrate respectful and positive behavior to everyone.
• Check patient in accurately. Verify demographic and health insurance information in the system. Distribute and explain appropriate forms to patients.
• Schedule office appointments for patients in Epic EMR, following protocols for data entry—paying close attention to demographic and health insurance information.
• Answer phone calls and appropriately direct calls.
• Close front desk at end of day
• Regular, predictable, attendance is required.

Other Duties

• Follow policies and procedures established for the work area. Make recommendations for changes or additions to the policies and procedures for their area.
• Prep patient charts
• Coordinate with clinical staff and providers as needed to keep the office operating efficiently.
• Ensure HIPAA compliance to protect patient information
• Other duties as assigned.

Performance Measures

• Knowledge of and compliance with general and department specific policies and procedures.
• Customer Satisfaction Survey rate of 95% in all areas of influence.
• Less than 2% of claims are denied for incorrect demographic information.

Requires Competencies

• Effective Communication – Possess outstanding ability to communicate clearly both verbally and in writing with diverse groups. Ensure information shared is beneficial and appropriate.
• Customer Service – Listen attentively; respond to questions appropriately and timely. Possess kind and pleasant demeanor and demonstrate patience over the phone. Ability to take direction as needed and seek out resources.
• Time Management – Must be able to work under pressure and complete multiple tasks or projects according to established timeframes. Demonstrates flexibility and appropriately processes changes.
• Documentation and Information Recording – Possess excellent attention to detail as well as data entry skills. Ability to retain large amounts of information, recalling or applying it even when used infrequently.
• Professionalism – Build solid working relationships and be supportive of co-workers; foster a friendly work environment. Open to giving and receiving feedback; capable of expressing oneself maturely.

Education and Preferred Knowledge, Skills, and Abilities

• High School diploma or equivalent
• 2+ Years working with medical insurance companies preferred.
• Customer service: previous healthcare or clinical experience preferred.
• Bilingual in Spanish (other languages appreciated as well)
• Demonstrated comfort with Windows-based computer systems.

Working conditions and Physical Requirements

1. Ability to walk, stand, stoop, bend, or sit for extended periods of time.

2. Physical demands: percentage of time spent in each activity (estimate)

• Walking 15% - assisting patients, delivering information personally to the medical assistant and physician.
• Sitting 85% - answering the telephone, scheduling appointments and procedures, scanning medical records, extensive periods working on the computer.

3. Number of pounds that must be lifted, carried, pushed, or pulled: up to 30lbs.

4. Climbing on step ladders to reach top shelves, stooping, kneeling, crouching, reaching, fingering (like keyboarding, controls on a scanner, fax, etc.)

5. Ability to speak clearly to be understood by our patients and employees.

6. Ability to hear within normal range. Able to hear patients on the phone in a noisy call center/front desk environment.

7. Acuity near and far. Ability to see within normal parameters, and to distinguish colors.

8. Ability to work for extensive periods at computer keyboarding.

9. Works in a well-lit heated/air-conditioned environment. Temperatures between 68 and 74 degrees.

10. Work may involve exposure to communicable diseases, medicinal preparations, and other conditions common to a clinic environment.

11. Must be able to drive between facilities.

Equipment used

Computer, printer, multi-line telephone, headset, fax machine, scanner, postage machine

Benefits: The Centers for Gastroenterology sponsored benefit package includes monthly employer paid medical insurance premiums, Health Savings Account contributions, Medical Expense Reimbursement Plan, dental, vision, life insurance, paid time off, extended illness benefit, and a very generous 401(k) plan with matching contributions.

Equal Employment Opportunity

Centers for Gastroenterology is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military, or veteran status.

Job Type: Full-time

Pay: $16.63 - $20.33 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• Customer service: 1 year (Required)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: One location

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