Front Office I

Holston Medical Group Career•Bristol, TN

About The Position

The Front Office I is the first point of contact for patients entering the office or calling by telephone. The role greets patients, vendors, and others warmly; prepares the office for patients; and provides customer service consistent with Holston Medical Group’s quality practice standards, policies, procedures, and expectations. Core duties include checking patients in and out, maintaining demographic and insurance information, collecting and posting payments, scheduling follow-up appointments, and balancing daily transactions. The position also supports opening and closing procedures and general office operations.

Requirements

High school diploma or equivalent.
Proven success requesting payments, making change, and balancing a cash drawer.
Excellent customer service skills.
Ability to communicate and interact appropriately with colleagues, patients, and the public.
Ability to work independently, make appropriate decisions within standard office policies and precedents, and adjust priorities as circumstances change.
Ability to perform duties with frequent interruptions and distractions and to switch among tasks of different types.
Ability to remain stationary at least 75% of the time.
Ability to operate a computer and office productivity equipment, including a calculator, copy machine, and computer printer.
Ability to move objects weighing up to 10 pounds as part of sedentary work and occasionally up to 20 pounds as part of light work.

Nice To Haves

1–2 years of experience in a medical office or customer service position.
Working knowledge of managed care and an overall 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; retrieve overnight phone messages; change the phone setting; and unlock the office.
Greet patients, vendors, and other visitors in person and by telephone.
Enter and verify patient demographic and insurance information, obtain current insurance copies when needed, and update front-office forms.
Provide patients with HIPAA information, history forms, and new-patient registration packets; enter new-patient information into the electronic medical record.
Verify insurance eligibility and generate patient routers.
Collect co-payments and other balances, generate receipts, and post payments to patient accounts; make payment arrangements for past-due balances.
Enroll patients in FollowMyHealth and provide the internet password when requested.
Schedule follow-up appointments and verify narcotic logs and valid photo identification when a patient picks up a prescription.
Answer incoming phone calls, create detailed patient tasks for nurses and providers, and answer general billing questions.
Collect documents for shredding or scanning, label scan documents with the medical record number, distribute and date-stamp faxes, key charges as needed, and open and distribute mail.
Ensure medical-record release forms are complete and a valid photo ID is obtained.
Cross-train in front-office areas when possible and occasionally fill in at other HMG offices when requested based on business needs.
Close the bank deposit and credit-card machines, clear calls from the phone queue, forward phones to the evening setting, and close and lock doors.
Provide excellent customer service and balance daily transactions.