Job Abstract

The Front Office plays a critical role in ensuring seamless patient experiences and efficient administrative operations. In essence, this role serves as the face of UCHC, handling various tasks that facilitate the smooth functioning of the healthcare facility.

At its core, the front office involves managing patient inquiries, appointments, and registrations. This includes greeting patients, answering phone calls, and scheduling appointments in a manner that optimizes clinic resources and minimizes wait times. Additionally, front office staff often handle patient registrations, ensuring that all necessary paperwork is completed accurately and efficiently.

Responsibilities

• Welcome patients as they contact the clinic personally or by telephone; answering or referring inquiries.
• Schedule appointments; direct walk-in patients and emergencies as per established policies and procedures.
• Answer all incoming calls and route them to the appropriate staff.
• Register all patients per registration protocol and collect all documentation, verifies, updates and inputs information into EMR. Protects patients rights by maintaining confidentiality of personal and financial information.
• Generate route slips for each patient, and assure that all services provided have been checked out properly.
• Reviews and verifies patient coverage of insurance or other agencies and computes the charges to be paid by the patient.
• Collects deposits or co-pays/deductibles prior to the patient being seen by the provider per established policies and procedures. Inform patient of their outstanding balance, collect said balance, and issue cash receipt when monies are collected.
• Work closely with Physicians, Physicians Assistant, and Medical Assistant and staff to assure smooth patient flow and cut down on waiting time.
• Helps patients in distress by responding to emergencies.
• Call and remind patients of his/her appointment; Follow up on “no show” patients on a daily basis.
• Communicate a patient's problem/complaint to the office manager or his/her designee.
• Maintains operations by following policies and procedures’ reporting needed changes.
• Makes copies, sends, and receives faxes.
• Assures that the reception area is clean and orderly.
• Opens and closes the office.
• Other related duties as the job requires.

• Education: High School Diploma or equivalent Substitute.
• Must have excellent phone communication and customer service skills
• Must work well with constant interruptions and ability to relate to patients, through familiarity with the medical terminology and triage procedure.
• Must be familiar with CHDP, Medical, and Family Pact, PPO, Cover California, Medical/Medicare. Computer experience required.
• EMR experience required.
• Ability to speak, read, and write in English or Spanish is desirable.

Competencies

• Ability to work under pressure and willingness to treat all patients with the utmost kindness and consideration in the most trying situations.
• Friendly personality with the desire to work with the public.
• Ability to handle multi-functions.
• Understanding of community based organizations.
• Ability to take initiative and problem solve
• Excellent verbal and written communication skills
• Excellent phone skills
• Excellent organizational and prioritizing skills
• Ability to present oneself as well as the company in a professional manner
• Proficient in the use of a personal computer and corresponding programs, internet literate
• Attention to detail
• Interpersonal skills and customer service skills required
• Extensive Knowledge of Adobe Acrobat, MS Word, Excel.