Front Desk / Operator

Below is the description posted for a Front Desk / Operator as was requested for the Victorville post. If we are filling the same posting for Riverwalk / Brockton I would post using this description unless you have any edits or suggested changes.

TITLE: Patient Services Representative (Front Desk / Operator)

It is our goal to provide the finest Orthopaedic care possible. Customer Service skills and experience are highly valued and rewarded in our organization. The following position requires strong customer service skills and experience as well as other relevant experience.

The position is for full time, five days a week.

BASIC FUNCTION:

Under the supervision of the Patient Services Supervisor, the Patient Services Representative (Front Desk) shall be responsible to demonstrate a working knowledge of advanced computer program skills and able to quickly learn new systems. The Front Desk Operator will schedule and monitor their assigned physicians’ schedules to ensure that their physicians are fully booked but also in accordance with the AO’s 20 minute wait time policy.

RESPONSIBILITIES:

Work is primarily performed in the Clinic located in Arrowhead Orthopaedics’ offices. The duties of the Patient Services Representative (Front Desk) are of high volume, and the quality of duties performed is needed to be at a high level. The employee will come into contact on a daily basis with confidential patient files. The Patient Services Representatives (Front Desk) must be able to handle this information with the highest degree of privacy, discretion, and professionalism. The Patient Services Representative (Front Desk) is responsible for accomplishing the duties set forth below:

Front Desk Activities (There may be other duties required of this position not listed below):

1. Check in patients.

2. Reschedule patients if necessary.

3. Verify patients insurance by scanning proper documentation.

4. Explain to patients our forms.

5. Answer calls.

6. Monitor waiting time.

7. Call patients that requires hand carrying X-rays.

8. Collect co-pays.

9. Keep track of waiting time.

10. Direct patients to proper location such as imaging center, hand center, PT and other offices when necessary.

11. Route documents faxed to us and from us.

12. Aid patients with special needs such as wheelchairs and other.

13. Basic clerical activities.

14. Comply with all HIPAA laws and regulations.

Operator Activities (There may be other duties required of this position not listed below):

1. Answer calls (with headset), and connect callers to the proper individuals.

2. Direct patients to proper location such as imaging center, spine center, hand center, PT and other offices when necessary

3. Comply with all HIPAA laws and regulations

4. Occasionally must send messages to other staff

5. Other tasks as set by the Supervisor

RELATIONSHIPS:

The Patient Services Representatives (Front Desk/Operator) should observe and conduct the following relationships:

1. The employee shall be responsible directly to the Patient Services Supervisor. The employee shall report to the Patient Services Supervisor and his/her assignees any progress, reports, requests, concerns, problems, and/or expectations in relation to the responsibilities of the position. Such communication may be verbal or written as deemed necessary by the employee or as directed by the Patient Services Supervisor or his/her assignee.

2. The employee shall interact with other office and clinical staff in the Practice. Such interactions should be collegial, professional, and contributing to the safety and pleasantness of the work environment at Arrowhead Orthopaedics.

3. The employee shall interact with patients, medical groups, adjustors, nurse case managers, hospitals, and Primary Care Physicians and their offices. Such communication should always reflect the total commitment of the office to quality care and customer satisfaction. All communication should be professional and any unresolved conflicts are to be reported to the Patient Services Supervisor.

Skill Requirements:

Education: High school diploma or equivalence

Strong Customer Service experience (in any service industry)

Computer literate including Microsoft Outlook.

Telephone etiquette, Ability to speak English well and take down detailed information quickly and accurately.

Must be flexible and able to multitask in a fast paced setting.

Typical Physical Demands:

1. Requires talking (Mostly English language), sitting and walking, with daily occasional stooping, reaching, and bending.

2. Occasional lifting up to thirty pounds.

3. Hearing must be in the normal range for telephone and personal communication.

4. Requires manual dexterity sufficient to operate keyboards and other office equipment.