Front Office Representative (Flex) - San Diego

Planned Parenthood of the Pacific Southwest•San Diego, CA

9d•Onsite

About The Position

The Front Office Representative is responsible for ensuring a positive patient experience during their visit to the health center. This role is responsible for waiting room management, all aspects of check-in including greeting patients, appointment scheduling, registering patients into our EHR, and enrolling patients into available funding programs, and verifying patients' insurance. The Front Office Representative educates the patient on their financial responsibilities for the visit and available funding sources. This role is responsible for charge reconciliation, explains the details of payor contracts to patients, time of service payment collections, appointment scheduling, billing processes, quality assurance, and reporting. Flex positions will receive an additional differential rate and mileage reimbursement.

Requirements

High School diploma or equivalent.
2+ years of customer service experience or 1+ years of admitting/registration experience or 1+ years of PPPSW healthcare experience

Responsibilities

Provide exceptional customer service with every patient, every time they come into the health center.
Greet patients and communicate expected wait times and walk-in appointment availability.
Communicate with back office regarding walk-in demand and wait time issues.
Use service recovery techniques to ensure patients’ experience is optimal.
Accurately enter patient demographics and insurance information into the Agency’s Practice Management system.
Research issues involving patient demographics and insurance eligibility.
Verify insurance eligibility, benefits, and patient share of cost for certain office visits and procedures with 3rd party and governmental payers upon scheduling of patients.
Perform financial counseling with patients to ensure they are aware of their insurance coverage and financial responsibility.
Serve as a patient educator ensuring they are aware and take advantage of all governmental programs such as Medi-Cal, PE, Family PACT, etc., as well as sliding fee discounts based on family size and income.
Schedule family planning and specialty services appointments for patients and ensure appointment conforms to established authorizations.
Develop and apply knowledge of complex medical insurance terminology.
Effectively interacts with all departments as needed to respond effectively to questions and concerns expressed by patients.