Description:
With minimum supervision, provide lead support to the team in the coordination of the workflow to ensure performance and customer service levels are maintained. Responsible for all duties and responsibilities of a Front Desk Representative (check in, check out, and insurance verification), and at times will be required to float through sites to provide support.

ESSENTIAL FUNCTIONS

Oversee the work of the division/team staff and manage the daily work volume, including service agreements with business partners
Monitor team performance; provide prompt, objective coaching and counseling; apprise supervisor of successes and concerns; provide input for performance evaluations
Coordinate with other units/departments to facilitate special requests, changes in processes, and resolution of workflow/production issues
Ensure all department processes and performance standards are documented accurately; develop and maintain department procedure manuals; train division/team employees on current or revised unit processes and procedures
Develop and monitor schedules for primary areas of responsibility for assigned staff
Act as point of contact for escalated client or internal business partner issues; respond to inquiries according to established procedures while meeting business standards of operational excellence and client satisfaction
Support department and strategic initiatives by meeting target goals and objectives set by management

FRONT DESK REPRESENTATIVE DUTIES

Check-In

• Greet and check in patients and other visitors arriving for appointments
• Verify medical insurance benefits online or call insurance companies or primary care physicians (PCP) offices to obtain benefit information
• Coordinate with patients regarding their insurance benefits and medical provider program
• Collect co-payments/balances upfront
• Confirm and obtain referrals and/or authorizations if required by insurance, prior to visit
• Obtain, verify, and enter patients’ and their providers’ information into EMR, ensuring the accuracy of all entries
• Scan paperwork to EMR
• Complete end-of-day closing duties
• Answer phones promptly and courteously, handle requests and inquiries, or route as appropriate

Check-Out

• Complete check-out procedures at the end of patient visit
• Make follow-up appointments using scheduling protocol and forcing power protocol
• Post charges and keep the posting of capitations up to date
• Fax visit notes to the PCP or referral physician
• Collect Co-payments for Self-Pay Patients or any pending co-payments to be collected
• Scan all supporting documentation into the patient’s chart

Insurance Verification

• Verify insurance coverage(s) at least one day in advance
• Request and obtain authorizations and referrals
• Scan to PDF and upload verified documents to each assigned location
• Assist with overflow of incoming calls
• Communicate with patients regarding copays, deductibles, and other fees
• Cancel and/or reschedule appointments for terminated insurances
• Verify and correct if needed PCP and Marketing Plan fields
• Cross-train to cover other Front Desk positions as needed

. Perform other duties when required
Requirements: