Purpose: As a Front Desk Representative, you are the first point of contact for patients, vendors, and visitors, playing a crucial role in smooth operation to a busy Ophthalmic Practice. Provide front office support including greeting patients, performing patient check-in/out processes, assuring patients are appropriately registered, exam fees are collected, and insurance information is accurate.
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Greet patients, visitors, and vendors, ascertain the purpose for their visit, and direct them accordingly
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Obtains necessary patient information (demographic, insurances, and financial) to initiate, confirm, or schedule appointments, tests, surgeries, or medical consultations using the scheduling templates
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Receives and directs telephone calls, messages, or documents to appropriate staff
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Screens patients for demographic and insurance updates such as changes in primary phone number, home address, insurances etc.
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Maintain patient records, process necessary paperwork and verify insurances
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Obtains signed registration sheets, permissions to file claims, releases, etc.
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Obtains authorization from the patient's insurance and works closely with the billing department to verify the accuracy of all necessary information needed for billing purposes
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Collects and accurately processes patient payments such as copay, coinsurance, deposits, and any other personal payments
- Informs patients of existing balances noted in the billing system for collection
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Bumps, cancels, and handles no-show appointments according to the established process
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Handles inquiries about insurance accepted, office hours, services, locations, exam fees, doctor information, etc.
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Maintains professional reference book on insurance companies and coverages
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Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate manager as needed
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Performs various administrative duties such as preparing correspondence, accurately entering data into the patient medical records, and maintaining an inventory of supplies
- Maintains the waiting room area and ensures it is clean and free of debris
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Provides exceptional customer service in all interactions
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Follows applicable policies and procedures and takes precautions to establish a safe work environment
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Maintains strict patient protocols in accordance with practice policies/ HIPAA requirements
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Maintains a high level of professionalism with patients and works to establish a positive rapport
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Performs other duties as assigned and may work overtime as necessary
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Education: High school diploma or equivalent required; Associated Degree preferred
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Experience: 1-3 years of office customer service or medical receptionist experience required
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Insurance, ophthalmology, or medical office knowledge, preferred with HMO insurance experience a plus
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Language: Ability to read, write, and communicate professionally in English; Bilingual in Spanish, a plus
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Knowledge of PM/EHR software required; Compulink preferred
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Working knowledge of Microsoft Suite required
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Knowledge of Medical Terminology preferred
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Work is performed in an office setting at a desk and computer. Must be able to sit for up to 8 hours, frequently reach with hands and arms, and repeat the same movements.
Physical Requirements:
The Front Desk Representative is frequently required to answer and operate a telephone, work a computer, file and retrieve written and digital documents. The physical demands include, but are not limited to, standing, sitting up to 8- hours a day, walking, lifting, carrying, reaching, handling, kneeling, crouching, and bending.
Organizational Skills: The candidate must be detailed oriented, and have good analytical and exceptional organization skills. Ability to work on multiple tasks and meet deadlines.
Communication: This position may be responsible for autonomously communicating with doctors, patients, and staff. Candidate must demonstrate a positive, friendly, and courteous demeanor toward staff and patients, as well as always communicate professionally, both verbally and in writing.
Problem-Solving Skills: Candidate must possess abilities to problem solve, prioritize, and follow through completely with assigned tasks. Candidate must possess analytical skills to examine information for accuracy and completeness. Candidate must have the ability to work in a fast-paced environment. Ability to work independently with minimal supervision.
“SoCal Eye is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.”
