3015-Front Desk-Lmg-Front Desk

JOB TITLE

Front Desk

REVISION DATE

1/11/2021

REPORTS TO

Location Manager

FLSA CLASSIFICATION

Non-Exempt

DIVISION-DEPT.

Clinic - Front Desk (Front Office)

PSID:

DY2

DIVISION-DEPT.#

01 - 3015

EHR Access Level

Tier 2

SUMMARY

The role of the Front Desk employee is to greet patients and visitors in person and on the phone, perform check-in and check-out procedures for patients, and provide other administrative support in a medical office. Duties are performed in a professional and timely manner to facilitate the smooth running of the office. Additional duties may be assigned to persons employed in the Front Desk position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Reports to the Location Manager on duty for location where assigned each day
2. Greet patients, answer phones
3. Schedule appointments appropriately based on knowledge of services provided; handle patient appointment reminders and make calls to ensure schedule is full for next day
4. Facilitate patient check-in; provide assistance to ensure patient is roomed timely
5. Obtain referrals as required
6. Scan patient identification cards and insurance cards; review patient benefits and eligibility
7. Distribute information and forms, either paper or electronic
8. Populate new patient information into records and update information for existing patient
9. Scan documents into electronic health record as necessary
10. Collect appropriate co-pays and/or balances owed by patient, generating receipt for patient; enter payments into billing system; address minor billing issues
11. Perform check-out services for patient
12. Review encounter forms for accuracy and completeness; enter charges from encounter form into billing system
13. Balance day's business (cash/checks/charges) with encounter forms; generate daily batch reconciliation
14. Disclose information when required, using appropriate guidelines and following HIPAA regulations
15. Prepare for next day's appointments as needed
16. Perform routine straightening and cleaning of waiting room areas
17. Attend staff meetings and complete mandatory in-service education/training
18. Perform other duties or special projects as required or as assigned by Management

KNOWLEDGE, SKILLS, AND ABILITIES

1. Knowledge of ADCS policies and applicable government regulations and standards, and the ability to actively apply that knowledge in the performance of all job duties
2. Knowledge of electronic health record access-level privileges and responsibilities, and the ability to perform electronic health record job duties for this position within the parameters of the access level assigned
3. Excellent organizational skills
4. Excellent verbal and written communication skills
5. Skilled in using computers; skilled in typing/keyboarding with typing speed of 40 wpm or greater preferred
6. Ability to practice confidentiality and follow HIPAA regulations with patient information
7. Ability to practice professional ethics and use discretion concerning ADCS directives and proprietary information/trade secrets of the organization
8. Ability to recognize a problem and effectively problem-solve, using guidance from the provider and/or Management when necessary
9. Ability to manage time efficiently, prioritize, multi-task, and adapt to change
10. Ability to maintain high level of accuracy in all documentation and in the performance of all job duties

PROFESSIONALISM

• Project a professional manner and image, including proper workplace attire and grooming standards; exhibit professional conduct at all times
• Adhere to ethical principles and core ADCS values
• Treat all patients and staff with respect, compassion, and empathy, recognizing and respecting cultural diversity
• Demonstrate initiative and responsibility for actions
• Work as an effective team member
• Maintain a strong record for attendance and punctuality in arriving at work

EDUCATION

High school diploma or GED required

EXPERIENCE

Previous experience in a dermatology clinic preferred

Previous experience in a physician practice environment preferred

Previous experience with electronic health records preferred

Previous customer service experience preferred

LICENSURE/CERTIFICATIONS REQUIREMENTS

None

LANGUAGE/COMMUNICATION REQUIREMENTS

• Ability to read and interpret work-related documents such as reports, communications, safety rules, operating and maintenance instructions, and procedure manuals
• Ability to respond to routine correspondence
• Ability to listen, speak, and interact effectively with all patients and co-workers, adapting communication for optimal understanding
• Ability to practice professional telephone etiquette and techniques on all calls

MATHEMATICAL SKILLS

To the extent necessary for the performance of the job duties of a Front Desk employee - such as in the collection of deductibles and co-pays, and balancing the day's business - the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.

REASONING ABILITY

Ability to understand and follow instructions, both written and verbal.

WORK ENVIRONMENT AND CONDITIONS

Work is performed in a medical clinic and offices. Involves frequent telephone and in-person contact with patients, staff, vendors, providers, and management. Requires some flexibility in working hours. Requires the ability to work in a demanding environment and to effectively resolve conflicts as they arise. Occasional weekend work required. Occasional day travel required.

PHYSICAL DEMANDS

Work requires prolonged periods of sitting, with periods of standing and walking. Tasks require grasping, fine finger and hand dexterity, and computer keyboarding and mouse usage. This position requires that the employee be able to push/pull, reach, bend, and kneel/crouch/squat. Lifting up to 10 pounds required, with occasional lifting up to 25 pounds. Normal vision required, with or without corrective lenses. Normal hearing is required.

NOTE: This job description may not include all of the duties assigned to the employee and may be updated and modified by Management, without notice, according to operations at any given time.