PSR III Front Office

Northeast OB/GYN•San Antonio, TX

1d•Hybrid

About The Position

This position is responsible for managing the front office operations of a medical practice, including greeting patients, managing appointments, handling communications, processing paperwork, collecting payments, and ensuring efficient patient flow. The role requires excellent customer service skills, proficiency in scheduling systems, and adherence to medical practice protocols.

Requirements

High School Diploma or General Equivalency Diploma (GED).
Current health records with appropriate immunizations (hepatitis B and tuberculosis) may be required.
Type 30 wpm.
Reliable transportation required for travel between offices.
Knowledge of medical practice protocols related to operating front/back office and scheduling appointments.
Knowledge of manual/computerized scheduling systems.
Knowledge of customer service principles and techniques.

Responsibilities

Greets patients immediately upon arrival, using appropriate eye contact and acknowledging them by name.
Informs the appropriate staff when a patient has arrived.
Provides patients with appropriate paperwork to be completed.
Scans and files a current copy of the patient’s insurance card and driver’s license.
Provides patients with proper paperwork when leaving, such as referral forms or orders.
Reviews with the patient any medications sent to the pharmacy and the pharmacy name, if applicable.
Uses customer service principles and techniques to deal with patients calmly and pleasantly.
Answers incoming calls in a productive and timely manner, prioritizing calls from the scheduling telephone queue.
Reviews and responds to telephone voice mail messages, patient portal requests, and emails on a daily basis.
Returns calls before lunch and at the end of each day.
Transfers calls to the appropriate extension, ensuring understanding of where the call should be directed.
Repeats critical elements of conversations verbatim to ensure understanding.
Paraphrases patient statements to confirm understanding.
Prepares for calls that may go to voicemail, reassuring patients that calls will be returned within 4 hours.
Uses computerized systems to match physician/clinician availability with patient preferences for date and time.
Schedules appointments according to scheduling guidelines, either verbally over the phone or via the Patient Portal.
Enrolls patients into the Patient Portal through the electronic computer system.
Schedules after-hours/one-day appointments following urgent/emergency protocols, if offered.
Communicates with physicians, clinicians, medical assistants, staff, and other physicians regarding patient delays, issues, or records.
Consults with the Administrative Manager about any problems.
Prepares patients’ charts before appointments, including printing data sheets, financial policy, GYN update form, OB questionnaire, HHQ form, and/or HIPAA.
Prepares surgery charts with necessary forms like post-op instructions, sterilization consent form, GYN master, OB master, surgery scheduling order form, and/or surgery charge sheet.
Ensures charts are ready for check-in the day prior to the appointment, including add-on appointments.
Checks patient eligibility status.
Verifies Medicaid through TMHP and the HMO website.
Saves eligibility information as a chart note.
Reviews and scans all patient records/documents to ensure completion, proper identification, signatures, and correct filing.
Files fax server, ICS batches, and ultrasound reports.
Provides charts/documents for legal actions, following patient consent and confidentiality protocols.
Follows up with physicians for timely processing of requested records/documents.
Follows Texas Medical Board rule §165.2 for medical record release and charges.
Collects OB monthly payments, copays, deductibles, surgery deposits, and old balances.
Prints or provides payment receipts through the Patient Portal.
Posts non-payment notes and sends tasks to the business office.
Provides information to patients regarding unpaid balances.
Posts charges and collects patient payments into the computer system.
Balances all monies collected with system entries and makes daily deposits, if applicable.
Closes and posts batches at the end of each day.
Processes all pending charges in the holding tank, including ICD-10 and CPT coding.
Uses computer programs to update and complete diagnostic orders for data tabulation and analysis.
Processes ACOG’s, referrals, and CCD continuity of care to other providers and hospital facilities.
Floats throughout the medical office performing various duties such as scheduling, check-in, check-out, switchboard, and medical records.
Processes, separates, and delivers incoming/outgoing inner office mail and mail from the post office to appropriate physicians or staff members.