Front Desk Patient Services Representative

HORIZON EYE CARE•Charlotte, NC

About The Position

The Front Desk Patient Services Representative greets patients and ensures complete, accurate check-in and check-out. The role gathers the information needed to process insurance claims and accurately bill patients for copayments, deductibles, and non-covered services. It supports patient flow by coordinating with technical staff and physicians, handling appointments and communications, and completing administrative tasks across practice management systems.

Requirements

High school diploma or equivalent.
Two years of customer service experience.
Basic database skills, preferably in an electronic medical system.
Knowledge of insurance company processes and ability to read an Explanation of Benefits form.
Ability to work independently.
Clear written and verbal communication skills.
Excellent interpersonal skills with a variety of personality types.
Ability to multitask.
Problem-solving ability.
Organizational skills.

Nice To Haves

Customer service experience in a medical or ophthalmic environment is preferred.

Responsibilities

Acknowledge and greet arriving patients in a friendly, professional manner.
Obtain or update patient demographic information and copy insurance cards at every visit.
Enter required data into the physician practice management system.
Answer patient and family member questions as appropriate.
Follow check-in and check-out workflow processes.
Pull routine eye plans and obtain authorizations for VSP, EyeMed, and Community Eye Care.
Verify and review eligibility in NextGen and payer websites as needed.
File charges in NextGen and the routine vision system (VSP).
Calculate patient charges accurately and collect required copayments.
Monitor missing charges in NextGen and work with clinical teams to have them entered promptly.
Prepare charts through pre-registration review, including charts for physicians traveling to occasional locations and premature baby charts.
Float between check-in and check-out to match coverage to patient volume.
Support technical staff and physicians to help maintain timely patient flow.
When assigned bilingual responsibilities, monitor Spanish NotifyMD web messages, handle Spanish calls and voicemails, review translated correspondence and patient forms, and translate for Surgery Coordinators when needed.
Scan correspondence received by mail or fax to Cotswold.
Schedule patient appointments, including triage patients and requested web appointments.
Use multiple practice management systems to extract information.
Comply with the petty cash policy daily.
Print physician schedules for clinical teams.
Fax referrals to the referral department and distribute faxes.
Answer telephone calls promptly and in a customer-friendly manner.