Front Office Representative

Healthcare Outcomes Performance Co. (HOPCo)

4h•Onsite

About The Position

The Front Office Representative is responsible for the initial patient experience, including greeting and acknowledging patients, managing patient registration, and ensuring accurate demographic and insurance information is collected. This role involves instructing patients on form completion, making corrections to accounts, obtaining financial consents, and verifying authorizations and referrals. Key duties also include collecting co-payments, co-insurances, and past-due balances, explaining financial requirements, and establishing payment plans. The representative will handle insurance verification, notify relevant parties of coverage issues, scan patient documents, schedule follow-up appointments, and maintain a secure cash drawer with daily balancing. Maintaining patient confidentiality and an organized workspace are also essential.

Requirements

Minimum of one – two years of patient registration experience in a medical office or healthcare setting.
Must be able to communicate effectively with physicians, patients, and the public and be capable of establishing good working relationships with both internal and external customers.
Requires knowledge of insurance rules and regulations, medical terminology, and computer scheduling systems.
HSD/GED

Nice To Haves

Bilingual (English/Spanish) strongly preferred.
Previous experience in collecting money is preferred.

Responsibilities

Promptly greets and acknowledges patients.
Informs MAs and Providers of the patient’s arrival.
Instructs patients in completion of medical history and patient information forms and makes any necessary corrections to the patient's account.
Obtains accurate, complete demographic and insurance information and financial contract/consent on patient paperwork, as well as reviewing patients and guarantors to obtain accurate information assuring all necessary documents are populated and signed correctly.
Ensure all required authorizations and/or referrals are attached to the appointment for that DOS.
Responsible for identifying and collecting co-payments, co-insurances, and past-due account balances.
Explains financial requirements to the patient in response to patient questions on billing and insurance matters; refers questions regarding more complex insurance/benefits questions to Site Billing Specialist.
Evaluates patient financial status and establishes payment plans based upon authority levels.
Responsible for accurately completing and interpreting insurance verification and benefits.
Notifies patients, family members, physicians, and/or supervisors of network insurance coverage issues that may result in coverage reduction.
Scans all new or updated patient information into the computer (including photo ID, insurance cards, referrals, and patient paperwork).
Schedules follow-up appointments, reviews patient's insurance coverage and notifies patient if service requires an authorization or referral, and sends the request to PCP.
Maintains general knowledge of insurance plans accepted by HOPCo.
Communicates with the patients in the lobby if the physician or provider is running behind schedule.
Responsible for maintaining a secure and accurate cash drawer.
Responsible for daily balancing of the cash drawer and closing batch.
Maintains strictest patient confidentiality.
Maintains a clean and organized front office workspace.
Follows established Front Office SOP’s.
Demonstrates current competencies for the job position including a general understanding of insurance requirements.