Front Office II

Holston Medical Group - Huntersville, NC3.1

Full-timeEstimated: $34,000 - $49,000 a year
EducationSkills
General Summary:
The Front Office II is a mentor to the front office staff. The Front Office II is responsible for training new and existing Front Office I staff and keeping Front Office I staff up-to-date on changes within the office. The Front Office II must be able to efficiently work every position within the front office. The Front Office II will assist patients with in-depth billing questions. The Front Office II is responsible for opening, closing, and bumping provider schedules and communicating Provider out of the office to appropriate groups. The Front Office II will review provider and patient schedules for no-show appointments and follow no-show protocol. The Front Office II is responsible for completing all forms to include, but not limited to Worker’s Compensation, FMLA, Insurance reimbursements. This position will greets all patients, vendors, or anyone within the office or on the telephone with a warm welcome. The Front Office II will check in patients, collect payments, check out patients, schedule follow-up appointments and balance all transactions daily. This position will provide excellent customer service skills throughout the day.

Not every office within Holston Medical Group has the same workflows and responsibilities. The following list of responsibilities may or may not be applicable depending on which office you are working in. However if the responsibility applies, you will be shown how to complete this task and are accountable for performing it.

Opening Responsibilities:
Open safe, remove and distribute prescription pads, drug cabinet keys and embossers to nurses
Count money and log amount
Take the phones off the evening setting and take down any messages left overnight
Unlock doors for the business day
Report all staff/patient issues to the Administrative Team Lead or Office Manager
Check-In Responsibilities

Greet patients, vendors, or anyone within the office or on the telephone with a warm welcome
Data entry of patient demographics and insurance information
Ensure that patient insurance information is up-to-date and accurate/obtain current copy, as needed
Verify demographic information with patient
Update all front office forms if out-of-date to include but not limited to history form, demographics, HIPPA, financial policy, no show, communication forms, etc.
Provide HIPAA information to patient
Provide all new patients a new registration packet (history, advance directive, medical record number) and enter in to the EMR (electronic medical record)
Verify insurance eligibility
Collect co-pay, generate receipt and post collected payment to the patients account (performed at check-in and/or check-out)
Generate router for patient
Enroll patients in follow my health
Supply patient with internet password, if requested
Check-Out Responsibilities

Collect co-pay, generate receipt and post collected payment to the patients account (performed at check-in and/or check-out)
Address any outstanding balance with patient, collect payment or make payment arrangements on past due balances, generate receipt and post collected payment to the patients account
Schedule follow-up appointments
Verify all narcotic logs and ensure patient picking up prescription has a valid driver’s license
General Office Responsibilities

Be a mentor to the front office staff
Train new and existing Front Office I staff and keep Front Office I staff up-to-date on changes within the office
Answer incoming phone calls
Create detail specific tasks from patients for nurses and providers with preferred contact information
Answer in-depth patient billing questions
Pick up documents to shred from within the office
Pick up documents to send to Scan from within the office, ensure properly labeled with medical record number
Distribute items from the fax machine (date stamp)
Key charges as necessary
Open and distribute mail
Communicate via email about Provider Out of Office to appropriate groups
Open, close and bump provider schedules, as needed
Discuss any scheduling issues with providers and assist in finding a resolution
Discuss with Providers any patients that should receive a dismissal letter and then ensure future appointments are cancelled and letter is mailed
Review appointments for No Shows and mail appropriate no show letters to patient
Use customer service skills to soothe upset patients and find an agreeable resolution
Obtain assistance for patients with hearing/sight impairment
Ensure all medical records releases are completed and a Photo ID is obtained
Assist Office Manager with various projects, as needed
Efficiently work every position within the front office
May have to fill in at other HMG offices upon request based upon the business need on an occasional basis

Billing/Collections Responsibilities

Answer in-depth billing questions
Generate over counter payment reports
Generate reconciliation reports – routers to check-out
Form Responsibilities

Complete all forms, obtain signatures/patient authorization and send to patient employer
Complete Incident Reports
Complete Worker’s Compensation forms, obtain signatures and send in to the patients employer and carrier
Accept any legal documentation presented to the office

Closing Responsibilities:
Close out bank deposit following HMG procedures
Send bank deposits to the Accounting department ensure that all have been checked for accuracy and sign in/out with courier
Close out credit card machines for the day
Collect prescription pads, drug cabinet keys and embossers from nurses and lock in safe
Forward phones to the evening setting
Close and lock all doors

Education/Experience/Knowledge:
High School diploma or equivalent required
3-5 years experience in a medical office, preferred
Proven experience handling complex patients/customers
Proficient with scheduling, rescheduling appointments, and working with Provider’s schedules
Proven success asking for payment, making change, and balancing a cash drawer
Working knowledge of managed care and overall understanding of HMO’s and PPO’s
Excellent customer service skills is a must

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.