Front Desk Healthcare Representative

Sano Health & Care•Lee's Summit, MO

About The Position

Patient Concierge team members create a warm, welcoming first impression for patients at Sano clinics. They help patients begin their journey to improved health, contribute to a positive waiting-room environment, and identify opportunities for community engagement. The role supports an excellent patient experience while working as part of a cross-functional organization and handling administrative tasks, check-in, billing and collections communications, and pre- and post-clinical-care processes. The position requires friendly, professional, and efficient service while managing multiple tasks accurately and treating patients compassionately. Team members are expected to follow company policies and procedures, maintain OSHA and HIPAA compliance, uphold the organization's mission and values, and help provide a positive workplace. The role may require coverage at multiple office locations, including urgent care clinics.

Requirements

High school diploma or equivalency.
One to two years of administrative or customer service experience is stated; one year is preferred.
Competent communication and organizational skills.
Ability to work quickly and meticulously in a fast-paced environment.
Enthusiastic approach to customer service.
One to six months of on-the-job training or experience to become familiar with department policies, procedures, and forms.
Ability to be a team player and contribute to a positive, healthy workplace.
Ability to accept criticism and handle high-stress situations calmly and effectively.
Ability to use office equipment, computers, scanners, fax machines, and phone systems.
Knowledge of general administrative and clerical procedures.
Microsoft Applications skills.
Data entry skills.
General typing skills.
Prior knowledge of insurance and insurance benefits.
Strong customer service skills.
Ability to handle multiple tasks quickly and accurately while showing compassion for patients' individual situations.
Knowledge of clinic techniques and procedures and commitment to upholding the clinic's standards for excellence.
Ability to perform assigned tasks competently and efficiently in a friendly, professional manner.
Professional and ethical conduct, and adherence to organizational policies and procedures.

Nice To Haves

Associate degree preferred.
Familiarity with electronic medical record programs.
One year of medical terminology experience preferred.
One year of computer skills experience preferred.

Responsibilities

Manage clinic phone calls, including scheduling new patients, rescheduling appointments, and fielding marketing calls.
Triage patient-related messages and questions in a timely manner.
Help patients resolve issues within the role's scope or connect them with clinical team members, including physicians, advanced practice providers, physical therapists, chiropractors, orthopedic navigators, and other staff.
Schedule appointments.
Check and distribute daily faxes to the appropriate team members.
Scan documents and maintain medical records in practice management systems.
Enter claims for collections, including claims related to FMLA and rating letters.
Assist with medical record requests.
Recognize, welcome, and register patients at check-in; model excellent patient service.
Guide patients through intake, new-patient forms, office policies, and legally required documents, ensuring paperwork is complete and accurate.
Inventory, stock, and clean the lobby, physical therapy bay, and other clinic areas.
Process transactions using point-of-sale systems and reconcile daily collections reports.
Inform administration of operational problems and patient feedback.
Provide coverage at multiple office locations as needed, including urgent care clinics.
Open and close the clinic.
Verify patient insurance and benefits.
Perform other duties requested by doctors or management to help the office operate efficiently.
Provide reports as requested by management.
Attend mandatory full-staff and clinical meetings, and review meeting minutes when absent.
Follow company policies and procedures.
Engage referral sources to increase community awareness of the clinics.
Enhance the experience of referring organizations and providers.
Perform other duties as assigned.
Provide exceptional, professional, and ethical service to patients and others while treating everyone with respect, courtesy, and friendliness.
Maintain OSHA and HIPAA regulations and uphold the organization's vision, mission, and values.