Front Office Representative

Description

This posting reflects a current opening at OUC Ambassador; however, qualified candidates may also be considered for opportunities at other locations based on business needs and availability.

OUC Schedule: Employees work 12-hour shifts on a rotating schedule. Work weeks begin on Thursday and end on Wednesday, with Sundays off. Employees work one scheduled week, followed by one week off.

Physician Office Schedule: Monday-Thursday; 7:30 am-5:00 pm and Friday 7:30 am-1:00 pm. 

1. Promptly greets and acknowledges patients. Informs MAs and Providers of patient’s arrival.
2. Instructs patients in completion of medical history and patient information forms, and makes any necessary corrections to the patients account. Obtains accurate, complete demographic and insurance information and financial contract / consent on patient paperwork as well as interviewing patients and guarantors to obtain accurate information.
3. Responsible for identifying and collecting co-payments, co-insurances and past due account balances.
4. Explains financial requirements to the patient in response to patient questions on billing and insurance matters; refers questions regarding more complex insurance/benefits questions to the appropriate personnel.
5. Responsible for accurately completing and interpreting insurance verification and benefits. Notifies patients, family members, physicians and/or supervisors of network insurance coverage issues that may result in coverage reduction.
6. Scans all new patient or updated patient information into computer (including photo ID, insurance cards, patient paperwork, etc.)
7. Reviews with patient their insurance coverage as well as their estimated cost for the visit that day. 
8. Maintains general knowledge of insurance plans accepted by LOS, and knows how to navigate insurance plan's that are not accepted at LOS.
9. Communicates with the patients in the lobby if questions arise.
10. Responsible for maintaining a secure and accurate cash drawer. Responsible for daily balancing of cash drawer.
11. Maintains strictest patient confidentiality.

The job holder must demonstrate current competencies for job position including a general understanding of insurance requirements.

Requirements

1. High school diploma or GED.
2. Successful candidate must have a minimum of one year of patient registration experience in a medical office or healthcare setting; or one year in a customer service field that can be applied to this position. 
3. Requires knowledge of insurance rules and regulations. Must posses knowledge of insurance rules and regulations including eligibility and referral requirements. Candidate must be able to verify eligibility of each payer based on patient's insurance coverage and communicate that effectively to the patient. 
4. Must be able to communicate effectively with physicians, patients, and the public and be capable of establishing good working relationships with both internal and external customers.
5. Previous experience in collecting money is preferred.
6. Knowledge of medical terminology and HIPAA Guidelines.
7. Computer knowledge, including Windows based programs and electronic health systems. 
8. Ability to maintain patient confidentiality.
9. Ability to communicate with upset and frustrated patients while consistently providing excellent customer service. Demonstrate empathy, concern, good listening skills, and compassion for all patients.
10. Successful candidates must be able to reliably report to work as scheduled and fulfill assigned shifts. 
11. Understand and uphold LOS' code of conduct and culture.