Front Office I

Holston Medical Group Career•Johnson City, TN

About The Position

The Front Office I provides the first point of contact for patients entering the office or calling by telephone. This role warmly welcomes patients, vendors, and others; opens the office and prepares it for patients according to Holston Medical Group’s quality practice standards, policies, procedures, and customer service expectations; and provides excellent customer service throughout the day. The position checks patients in and out, collects and posts payments, schedules follow-up appointments, and balances transactions daily. The role also handles front-office communications and administrative tasks, including answering calls, creating patient tasks for nurses and providers, responding to general billing questions, processing documents and mail, and supporting medical-record release procedures. The Front Office I may cross-train in other front-office areas and may occasionally fill in at other HMG offices based on business needs.

Requirements

High school diploma or equivalent.
Excellent customer service skills.
Proven ability to ask for payment, make change, and balance a cash drawer.
Ability to communicate and exchange information, receive detailed oral information, and distinguish sounds.
Ability to remain stationary for at least 75% of the time; extend hands and arms in any direction; and continually operate a computer and office productivity equipment such as a calculator, copier, and printer.
Ability to handle changing tasks, frequent interruptions and distractions, and shifting priorities; make decisions in accordance with office policies and precedents; and identify potentially effective work methods independently.
Ability to establish cooperative working relationships and interact appropriately with colleagues and patients in different contexts.
Ability to move around the office to access file cabinets; perform sedentary work moving objects up to 10 pounds and occasionally light work moving objects up to 20 pounds; observe an area while keeping eyes fixed on a point; and identify and distinguish colors.

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 drawer; take phones off the evening setting and follow up on overnight messages; and unlock doors for the business day.
Greet patients, vendors, and others in person and by telephone.
Enter patient demographic and insurance information, verify demographics and insurance eligibility, 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 required information in the electronic medical record.
Collect copayments and other outstanding balances, generate receipts, post payments to patient accounts, and make payment arrangements for past-due balances.
Generate patient routers, enroll patients in FollowMyHealth, and provide the internet password when requested.
Schedule patient follow-up appointments and verify narcotic logs; confirm that patients picking up prescriptions have a valid driver’s license.
Answer incoming calls, clear calls from the phone queue before logging out, and forward phones to the evening setting at closing.
Create detailed patient tasks for nurses and providers, including preferred contact information, and answer general billing questions.
Collect documents for shredding or scanning, label documents for scanning with the medical record number, distribute fax items with date stamps, key charges as necessary, and open and distribute mail.
Ensure medical-record release forms are complete and obtain a valid photo ID.
Cross-train in front-office areas when possible and occasionally fill in at other HMG offices when requested based on business needs.
Close out the bank deposit according to HMG procedures, close credit-card machines, and close and lock all doors.