Job Description

Front Desk/Customer Service Job Description

Immediate Supervisor: Administrative Supervisor

General Job Summary: Front Desk/Customer Service associates are responsible for providing

exceptional customer service to patients and families, and administrative support to all practice team members.

Essential Job Responsibilities:

Customer Service: Greet and welcome patients and families, answer questions and address complaints, answer all incoming calls and direct and document appropriately.

Office Flow: Handling patient flow, awareness of schedule and waiting room. Communicating with families regarding schedule and wait times. Assist walk in families with needs and scheduling appropriate appointments as needed.

Insurance Verification:Verify patient insurance and eligibility s3 days ahead of scheduled appointments, and for any same-day add on appointments. Communicate insurance verification concerns to Insurance Specialist. Communicate with Billing Department regarding network/coverage questions as needed.

Scheduling: Schedule patients for return/follow up appointments upon check out.

Cleanliness and Upkeep:Keep front desk tidy and presentable with all necessary office supplies (pens, forms, paper, clipboards, etc.). Monitor office supplies and communicate ordering needs to Practice Administrator. Clean waiting room during lunch and end of shift, empty trash cans in front office area and waiting room.

Scanning: Scanning in school forms, patient paperwork, receive letters and scan correspondence, assign to provider for review as needed, receive delivery packages and notify Team Lead.

Assist other administrative staff as needed (support other front desk staff, assist Providers and Medical Staff with clerical duties, etc.)

Experience: Minimum 2 years experience in customer service and/or administrative related position; medical administrative experience preferred.

Other Requirements:

Current CPR certificate.

Knowledge:

Knowledge of clinical and theoretical nursing/clinical processes and principles. Familiar with state and federal laws related to health care.

Knowledge of human resources management principles.

Knowledge of medical practice protocols and standards.

Skills:

Skill in applying quality assurance techniques.

Skill in training staff, both new staff members and existing ones.

Skill in documentation of patient care including reviewing for accuracy and completeness.

Abilities:

Ability to communicate clearly with many different levels of staff.

Ability to analyze medical records and documentation and identify problem areas.

Ability to collaborate effectively with nursing and other clinical managers, physicians, and administrative staff.

Equipment Operated: Standard clinical and office equipment.

Work Environment: Combination of medical office and exam rooms. Frequent exposure to communicable diseases (including COVID-19), biohazards, and other conditions common in clinic settings.

Mental/Physical Requirements: Variety of walking, standing, sitting, bending, twisting, and reaching. Occasional need to lift/carry/move up to 50 pounds of equipment. Frequent stress if dealing with multiple tasks and staff.

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