Front Desk Coordinator (Bilingual)
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Description
SUMMARY
The Front Office Coordinator is responsible for managing the front desk, greeting and checking in all patients for office appointments, ensuring the completion of paperwork, and updating all demographic information into the electronic health record. This is the first point of contact for our patients and visitor’s top customer service skills must be applied to ensure a positive experience. Must be bilingual - Spanish and English.
ESSENTIAL DUTIES
• Welcomes patients and visitors to the practice by greeting in a prompt, courteous and helpful manner.
• Maintains work area and lobby in neat and orderly manner.
• Checks in, verifies insurance information, and maintains accurate record of patients.
• Provides instructions to new patients in completion of registration forms. Ensures that all forms are completely filled out.
• Collects copays and past due balances and provides transaction receipt(s) prior to the patient being seen.
• Copies insurance cards and driver’s license for all new patients.
• Manage patient flow by providing timely check-in procedures upon arrival and notifying medical staff of patient arrival.
• Answers incoming telephone line, direct calls accordingly and provides information.
• Checks patients out after completion of patient visits and schedules any necessary follow up appointments.
• Coordinates best appointment alternatives that meet patient needs and caregiver requests (in office vs. telemedicine visits).
• Reconciles daily receipts and cash collected with end of day reports to confirm money balances
• Scan documents, sorting mail and distributing e-faxes.
• Opens front office for start of business and turns on television
• Maintains patient confidentiality to protect the patient and clinic
• Performs other related duties as assigned by management.
EDUCATION – EXPERIENCE – KSA’s – OTHER QUALIFICATIONS
• High School Diploma/GED. Some college preferred.
• Must be bilingual - English and Spanish with excellent verbal and written communication skills.
• Commitment to excellence and high standards.
• Strong Customer Service skills.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to multi-task.
• Type a minimum of 40 wpm.
• Knowledge of medical terminology.
• Professional appearance and demeanor.
• 2-years administrative experience in medical facility, health insurance, or related area.
COMPETENCIES
Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Interpersonal Skills - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
• Frequent sitting, standing, walking, grasping, carrying and speaking
• Occasional reaching, bending and stooping
• Lifting, carrying, pushing and pulling up to 50 pounds, with assistance if needed.
• Frequent use of computer, keyboard, copy/fax machine, and phone
• Possible exposure to infectious specimens (blood or bodily fluids or airborne pathogens).
• May be required to wear Personal Protective Equipment (PPE).
• While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.
• Fast paced environment with occasional high pressure or emergent situations.
• Work hours subject to office needs to ensure coverage during all hours of operation.