What are the responsibilities and job description for the Front Desk and Registration, Float position at Orthopedic One?
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POSITION SUMMARY
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Responsible for providing coverage for the front desk and registration processes as needed. This includes accurately completing the check-in process for all patients, including collection of co-payments and verifying patient insurance and demographic information.
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RESPONSIBILITIES AND ACCOUNTABILITIES
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Train and Support Staff:
- Proactively plans and obtains system access/set up needed for new team members to various information systems.
- Coordinates on-the-job training and schedules for newly hired Front Desk Associates, Registration Associates, and Insurance Eligibility Specialists.
- Provides training for staff on processes including check-in, payment collection, posting and balancing, registration and insurance as well as annual skills re-assessment.
- Works with Supervisor and peers in training to provide constructive feedback to facilitate learning. This includes, but may not be limited to, review of competencies demonstrated using training checklists, obtaining feedback from physician offices, and providing opportunities to practice various job responsibilities and accountabilities for skills development.
- May assist in planning and communicating schedules and coverage of Patient Service Associates as needed.
- Cross-trained to support management in preparing daily deposits for designated locations, acting as a resource to staff in the absence of supervisor, and communicating any discrepancies to billing that cannot be reconciled at location.
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Other duties as assigned by the management.
- Customer Care:
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Greet patients upon arrival in a prompt, polite and helpful manner.
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Direct patients within clinic and notifies clinical staff as needed.
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Answer patient questions and respond professionally to patient concerns, i.e., pleasant tone of voice, smile, uses courteous language, etc. with HIPAA compliance in mind.
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Perform medical reception duties as needed including receiving patient visitors.
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Assist with registration paperwork when necessary.
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Assist with transporting patients to main waiting area as indicated.
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Contact patients prior to appointment to obtain accurate insurance information.
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Maintain lobby and wheelchair cleanliness throughout the day, as well prepares lobby based on provider pod location for next business day.
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Scan, copy, and fax documents, and prepares new patient packets and information.
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- Check In:
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Accurately and efficiently check-in patients by collecting patient and insurance information required to update information in EMR including photocopying or scanning insurance cards, drivers license, ID, etc.
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Verify correct patient identification, as well as demographic, pharmacy, and PCP/referring physician information.
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Verifies insurance eligibility and benefits for scheduled patients, including patients on daily add-on report.
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Addresses EMR notes and/or alerts that relate to front desk processes.
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Process patient paperwork, notation on patient records, and obtains Release of Information Forms.
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- Payment/Collections:
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Collect co-payments according to insurance plan information and type of appointment.
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Collect on past due balances in accordance with company policy.
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Collate all copays and documentation in preparation for delivery to Patient Accounts department.
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Balance at end of workday to include reconciliation of monies taken matches EOD report and credit card settlement.
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Maintains cash on hand and alerts supervisor to any discrepancy or need for cash to make change.
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Responsible for preparing bank deposit for courier pick up.
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- Registration:
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Verify correct patient identification.
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Update patient information in the EMR including but not limited to demographic, pharmacy, PCP/referring physician information, medical and social history, etc.
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Address EMR notes and/or alerts that relate to registration.
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Process patient paperwork, notation on patient records.
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Assists with patient check-in and provides coverage for the front desk when needed.
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Perform phone registration ensuring all patient identification, insurance information and medical and social history are accurately documented.
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- Insurance:
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Uses insurance list to confirm Orthopedic One participation with patient insurance.
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Recognizes insurance plans that require referrals and ensures required referrals are on file before proceeding with check in.
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Monitors billing alerts and contacts Patient Accounts to address accordingly.
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Verify primary and secondary insurance coverage for both in/out of network benefits.
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Verify insurance eligibility and benefits online or by phone which necessitates long periods of time on telephone with insurance representatives.
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Verifies existing patient insurance coverage annually or as required.
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Updates insurance policy information in EMR as required.
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Verify receipt of all necessary pre-authorization documents prior to treatment.
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- Documentation:
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Document clear and concise benefit information into the EMR system.
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Coordinates and reviews information with staff so they can review benefits with patients.
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TEAMWORK
- Teamwork:
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Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
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Works cooperatively and refrains from participating in negative conversations.
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Shares knowledge and insights with co-workers in a constructive manner.
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Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
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Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.
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- Teamwork:
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POLICIES AND PROCEDURES
- Policies and Procedures
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Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
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Provides assistance and support to leadership in implementing policies and procedures as necessary.
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Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.
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- Policies and Procedures
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QUALIFICATIONS
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Education, Experience, Certification and Licensure Requirements:
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High School Diploma or equivalent required. Prior clerical experience in a medical office setting desired. Customer service experience required. Previous experience in front office processes within Orthopedic One.
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CLINIC FRONT DESK- FLOAT
Beacon Orthopaedic Partners MSO LLC -
Pickerington, OH
CLINIC FRONT DESK- FLOAT
Beacon Orthopaedic Partners MSO LLC -
Albany, OH
Float Front Desk/Medical Assistant
One Medical -
Columbus, OH
