Front Office Support / Scheduling & Referrals

Summary of Duties: (Position is 50% Patient Scheduling and 50% Referral Coordination)

• Assists patients with completing appropriate clinic forms, as needed.
• Collects and verifies patient demographic and insurance information over the phone prior to appointments.
• Schedules & reschedules clinic appointments for patients as needed.
• Answers incoming calls from patients regarding registration issues, insurance coverage, and scheduling of appointments.
• Monitors and distributes voice mails throughout each day and handles scheduling questions from patients, clinic providers, and other staff.
• Communicates general clinic information as needed.
• Covers or assists other front desk staff for breaks, lunch, or during heavy patient check-in and/or call times.
• Processes orders for outside referrals and diagnostic referrals according to physician instruction(s) and documents in the patient record.
• Obtains prior authorizations for diagnostic imaging when necessary.
• Faxes orders to imaging facility.
• Notifies patient of where the orders were sent and gives patient the info to schedule.
• Obtains prior authorizations for in-house imaging as needed.
• Schedules patients for in-house imaging (mammography, ultrasound)
• Communicates general clinic information as needed.
• Uses office chat system to communicate with other staff members and departments according to procedure.
• Cross-trains with other front office employees to provide back-up when needed.
• Performs other duties as assigned.

Knowledge, Skills, Abilities Required:

• Ability to utilize multi-line phone and other communication systems/procedures in a high-volume clinic setting.
• Knowledge of medical office operations, patient scheduling, referral coordination, triaging patient, doctor, and hospital calls.
• Able to demonstrate skills in using a computer, practice management, and patient scheduling system(s), MS office applications.
• Accurate use of grammar, spelling, and punctuation.
• Able to examine documents for accuracy and completeness.
• Ability to communicate clearly and answer the telephone in a pleasant and helpful manner.
• Ability to read, understand, and follow oral and written instructions.
• Ability to sort and file materials correctly by alphabetic or numeric systems.
• Ability to effectively handle challenging or stressful situations.
• Ability to establish and maintain effective working relationships with patients, coworkers, and the public.
• Understands and supports HIPAA privacy practices. Maintains strictest confidentiality.

Education/Experience Required:

• High school diploma or equivalent required.
• Minimum of 1 year experience in health care support role required, primary care preferred.