Patient Relations Specialist

STATEMENT OF PURPOSE:

The front office is responsible for providing professional patient services. The front office is responsible for patient registration, patient check-out, and telephone coverage. The front desk supports other administrative functions such as filing, collecting and verifying insurance information, coordinating and scheduling patient appointments. The front desk must have the ability to function in the fast paced clinic environment.

JOB DUTIES/RESPONSIBILITIES:

1. Follow Frederick Foot and Ankle Front Office protocols.
2. Answer phone and greet patients.
3. Collect and verify all demographic and insurance information on patients. Enter and scan all information necessary in patients’ accounts.
4. Assist patients in completing required forms, obtaining proper insurance authorizations, filling out waivers properly, and verifying insurance that is taken by practice.
5. Prepare necessary paperwork for patients to be seen by provider according to protocols.
6. Open and close according to practice policy.
7. Assist patients in checking out. Collect and post appropriate co-pays and other amounts and/or make payment arrangements with patient if necessary.
8. Maintain office schedule for providers; keep practice personnel informed of updates/changes to schedule.
9. Responsible for late or missed appointment protocol.
10. Ensure that reception area is neat and clean.
11. Monitor patient waiting area and patient flow according to protocol.
12. Make follow up appointments for patients while checking out.
13. Verifies that all patients have been checked out and patients have been charged appropriately.
14. Verify insurance eligibility with insurance company (new patients, deductibles, referrals).
15. Audit all registration forms to ensure proper input of information.
16. Serves as patient advocate.
17. Prepare 2 day upcoming appointment paperwork (generate fee ticket following day). Call any patients with outstanding balance of $50.00 or more.
18. Print fast call report and call and confirm appointments.
19. Responsible for ensuring automated voice message for patients are set.

20. Listen to voicemail messages and distribute as appropriate.

21. Check website for appointment request by patients.

26. Arrives to work prepared as scheduled.

27. Adhere to safety policies and procedures, while maintaining an overall awareness of safety within the workplace.

28. Travel between offices as required.

29. Demonstrate good housekeeping attitudes and practices.

30. Demonstrate effort to conserve materials.

31. Attend all meetings as required.

32. Offer suggestions for operational or product improvement.

33. Perform other job related duties as may be assigned or required.

JOB REQUIREMENTS:

• High School graduate or equivalent.
• Minimum of 1 year customer service experience.
• Experience with managing small staff.
• Varied activities including, but not limited to, sitting, walking, bending, reaching, lifting and stooping. This requires full range of body motion for handling patients, hand-eye coordination and finger dexterity. Able to lift a maximum of 50 lbs.
• Computer knowledge and experience required.
• Good oral and written communication skills
• Knowledge of medical terminology/abbreviations; ability to appropriately address irritated patients; knowledge of established professional customer service concepts, principles, and practices; displays a pleasant and courteous phone manner; ability to work under stressful conditions; ability to prioritize and execute a variety of tasks simultaneously; ability to work with frequent interruptions; knowledge of medical billing helpful.