Front Office I

Holston Medical Group Career•Norton, VA

10d

About The Position

Holston Medical Group, part of the Optum family of businesses, is a multispecialty clinic serving northeast Tennessee and southwest Virginia. The Front Office I is the first point of contact for patients, vendors, and other visitors, welcoming them in person and by telephone. This role opens and prepares the office for patients in accordance with Holston Medical Group quality practice standards, policies, procedures, and customer service expectations. The position checks patients in and out, collects and posts payments, schedules follow-up appointments, balances daily transactions, and provides excellent customer service throughout the day. The role also performs opening, general office, and closing duties and may occasionally fill in at other HMG offices based on business needs.

Requirements

High school diploma or equivalent.
Proven ability to request payments, make change, and balance a cash drawer.
Excellent customer service skills.
Ability to communicate and exchange information effectively, including receiving detailed oral information.
Ability to assess work for accuracy, neatness, and thoroughness; make decisions under standard office policies; adjust priorities; and work amid interruptions or distractions.
Ability to establish cooperative working relationships, interact appropriately with colleagues and patients, and work independently to identify effective work methods.

Nice To Haves

One to two years of experience in a medical office or customer service position.
Working knowledge of managed care and a general understanding of HMOs and PPOs.

Responsibilities

Open the safe and distribute prescription pads, drug cabinet keys, and embossers to nurses; count and log the opening cash drawer.
Take phones off the evening setting, follow up on overnight messages, and unlock doors for the business day.
Greet patients, vendors, and other visitors warmly in person and by telephone.
Enter patient demographic and insurance information, verify it with patients, and ensure insurance information is current and accurate.
Update front office forms as needed, provide HIPAA information and history forms, and give new patients registration packets; enter registration information into the electronic medical record.
Verify insurance eligibility, collect and post co-payments, generate receipts, and generate patient routers.
Enroll patients in FollowMyHealth and provide the internet password upon request.
Address outstanding patient balances, collect payment or arrange payment, and post payments to patient accounts.
Schedule follow-up appointments and verify narcotic logs and valid driver’s licenses for patients picking up prescriptions.
Answer incoming calls, create detailed patient tasks for nurses and providers with preferred contact information, and answer general billing questions.
Collect documents for shredding or scanning, ensure scan documents are labeled with the medical record number, distribute and date-stamp fax items, key charges as needed, and open and distribute mail.
Ensure medical records release forms are complete and a valid photo ID is obtained.
Cross-train in all front office areas when possible and occasionally provide coverage at other HMG offices as business needs require.
Close out bank deposits and credit card machines, clear calls from the phone queue, forward phones to the evening setting, and close and lock all doors.