Front Desk Representative

Overall Summary:

Provide customer service to all Bay Area Community Health (BACH) patients at the Front Desk. At the Front Desk, associates will register and confirm patient demographics in EPIC, verify current program eligibility and collect appropriate payment. Open appointment billing encounter, place with medical chart, and notify provider’s medical assistant when patient is ready to be seen. Assist patients with appointment scheduling, information requests and provide resource materials. Work flexible schedule to include evenings and weekends.

Essential Responsibilities:

Under the general direction of the Front Desk Supervisor, the Front Desk Representative performs a variety of complex, professional, analytical, and confidential Front Desk services. Duties include:

• Register patients for appointments by giving appropriate form, certify eligibility, and open medical encounter.
• Confirm and update patient demographics in medical information system.
• Calculate charges, collect patient payments, and balance monies with daily receipts per clinic protocol.
• Assist patients with appointment scheduling, information requests and provide resource materials.
• Demonstrate commitment to, and understanding of, BACH’s Behaviors for Success and GUEST (Customer Service Model), by modeling customer service excellence in all internal and external relationships and in the performance of all duties and responsibilities.
• Perform phone receptionist duties as needed.
• Perform clerical tasks, to include, but not limited to maintain workstation materials and supplies, mailings, and other clerical services.
• Work flexible schedule and overtime, as necessary.

Secondary Responsibilities:

Attend workshops, training, and meetings as needed, and as requested.

• Perform other duties as assigned by supervisor.

QUALIFICATIONS:

Required education, experience, training

• High School Diploma or equivalent
• Minimum of three months medical office experience or similarly related experience in a customer service setting.
• Bilingual
• Proficient in Microsoft Office products including Excel, Word and Outlook

Preferred education, experience, training

• One year medical office experience
• Community or public health experience preferred
• Medical practice management program

Certifications/Licenses:

• Access to reliable transportation.

Critical Success Factors in this role include:

• Ability to follow directions
• Maintaining confidentiality and HIPAA compliance
• Excellent customer service and client services philosophy in all interactions
• Appreciation and respect for working with and serving a diverse population
• Reading and writing in order to review records for accuracy.
• Excellent problem-solving, organizational, and multi-tasking skills with attention to detail.
• Proficiency in Microsoft Office and the internet.

Work Conditions:

Travel locally to visit other sites, may require a day or overnight trip to attend events; workload may be demanding at times; require professionalism and confidentiality.

Physical Demands:

This position requires:

• Sitting, walking, and standing associated with a normal medical office environment, some bending, stretching and lifting required.
• Manual dexterity used to include, but not limited to, standard office equipment, and computer keyboard.
• Ability to read, sort, check, count, and verify numbers
• Reading and writing in order to review records for accuracy.

Supervises:

None