The Front Office Specialist is responsible for performing a variety of administrative tasks to ensure smooth and efficient daily operations of the business office. Key responsibilities include handling billing processes, obtaining preauthorizations, collecting payments, and providing exceptional customer service through positive interactions with patients.

This role also involves effectively communicating an overview of services to new patients and referring physicians, answering and triaging incoming phone calls based on urgency, scheduling patient appointments, and accurately registering patients in the system.

The Front Office Specialist plays a vital role as the first point of contact for patients and is essential to creating a welcoming and professional environment.

Education:

• High school diploma or equivalent required.

Experience:

• Previous experience in a medical office and/or customer service position preferred.

• Experience interacting directly with the public, both in person and over the phone, preferred.

• Experience with insurance verification and obtaining preauthorizations preferred.

• Proficiency with computers and typing required; experience with Microsoft Office applications preferred.

Other Knowledge, Skills, and Abilities:

• Strong written and verbal communication skills required.

• Must be able to multi-task effectively and prioritize responsibilities in a fast-paced environment.

• Ability to assist patients with mobility needs in and out of the office as needed.

• Patient Interaction & Satisfaction:
  Assist the clinic in meeting quality and patient satisfaction goals by offering guidance and support to visitors and patients both in person and over the phone. Respond to patient needs with empathy and professionalism, and ensure high levels of satisfaction by anticipating concerns, resolving grievances, and participating in service recovery efforts. Communicate patient needs through the electronic health record (EHR) tasking system.

• Scheduling & Patient Flow:
  Schedule, reschedule, and coordinate patient appointments, including reviewing new patient requests. Appropriately triage patients in urgent or emergency situations over the phone or in person. Operate a multi-line phone system efficiently. Monitor patient flow through reception and collaborate with team members to minimize wait times and inform patients of any delays. Schedule interpreter services when needed.

• Patient Registration & Insurance Verification:
  Accurately register patient demographics and insurance information. Use external websites to confirm insurance eligibility. Determine appropriate copays and billing information based on appointment type. Collect patient financial responsibility at the time of registration, including current and past due balances. Provide age-appropriate documentation and ensure proper consent for treatment is obtained and validated.

• Front-End Billing & Financial Responsibilities:
  Support clinic goals related to accounts receivable by participating in front-end billing tasks such as charge entry, charge submission, payment posting, charge adjustments, and cash handling, including preparing bank deposits. Monitor patient accounts for bad debt, pre-payment requirements, and outstanding balances. Correct errors in demographics or insurance information to support accurate billing.

• Administrative & Office Duties:
  Handle office paperwork and correspondence, including incoming mail and faxes. Assist in scanning, quality assurance, and auditing of medical records as needed. Maintain and operate standard office equipment efficiently.

• Daily Operations:
  Perform opening and end-of-day activities, including running reports, managing cash, and completing required task lists.

• Compliance & Confidentiality:
  Follow all reimbursement regulations and standards, including Corporate Compliance and HIPAA. Apply the "Minimum Necessary" standard when accessing protected health information. Adhere to clinic policies, procedures, and safety standards.

• Task Management:
  Manage assigned task lists within the electronic health record system to ensure timely follow-up and communication.

• Regulatory Support:
  Assist the clinic in meeting goals related to government program compliance and documentation.

• Team Collaboration:
  Demonstrate support for team initiatives and actively contribute to achieving clinic goals and objectives.

• Other Duties:
  Perform additional responsibilities as required or requested to support overall clinic operations.