Front Desk Representative

Responsible for providing excellent customer service and acting as the first point of contact for patients/guests. Handle a range of administrative and customer service tasks to ensure smooth front office operations. Responsible for responding to inquiries, directing calls, and maintaining a tidy and organized workspace.

Essential Functions

Perform check-in and check-out tasks, as well as insurance verification in one or more of the following areas:

Check-In

· Greet and check in patients and other visitors arriving for appointments

· Verify medical insurance benefits online or call insurance companies or primary care physicians (PCP) offices to obtain benefit information

· Coordinate with patients regarding their insurance benefits and medical provider program

· Collect co-payments/balances upfront

· Confirm and obtain referrals and/or authorizations if required by insurance, prior to visit

· Obtain, verify, and enter patient and their provider’s information into EMR, ensuring the accuracy of all entries

· Scan paperwork to EMR

· Complete end-of-day closing duties

· Answer phones promptly and courteously, handle requests and inquiries, or route as appropriate

Check-Out

· Complete check-out procedures at end of patient visit

· Make follow-up appointments using scheduling protocol and forcing power protocol

· Post charges and keep the posting of capitations up to date

· Fax visit notes to the PCP or referral physician

· Collect Co-payments for Self-Pay Patients or any pending co-payments to be collected

· Scan all supporting documentation into the patient’s chart

Insurance Verification

· Verify insurance coverage(s) at least one day in advance

· Request and obtain authorizations and referrals

· Scan to PDF and upload verified documents to each assigned location

· Assist with overflow of incoming calls

· Communicate with patients regarding copays, deductibles, and other fees

· Cancel and/or reschedule appointments for terminated insurances

· Verify and correct if needed PCP and Marketing Plan fields

Cross-train to cover other Front Desk positions as needed