Senior Front Office Assistant (Pediatrics) - Goodyear

POSITION SUMMARY

The Senior Front Office Assistant provides direct customer service to patients. Duties include but are not limited to: Check-In and check-out of patients via EPM, verifies insurance eligibility, provide cashier services. Schedule and confirm patient appointments. Answer incoming phone calls. All clerical activities, office supply maintenance and scanning of medical records. The Senior Front Office Assistant will have met all the expectations outlined in the roles for Front Office Assistant.  Senior Front Office Assistant’s will have maintained the highest level of professionalism and performance by receiving exceeds or greater on annual performance appraisals and remaining free of any current formal disciplinary process.  Senior Front Office Assistant have advanced training that is demonstrated by successful completion of a continuing education program concluded with a passing score on an Adelante designated skills exam and written test.  If applicable, will be completed during the probationary period.

EXPECTATIONS

Every Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day.  Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

OUR CORE VALUES

• Compassion
• Excellence
• Integrity
• Learning
• Respect
• Sustainability

ESSENTIAL SKILLS AND EXPERIENCE:

• Certification to perform cardiopulmonary Resuscitation for the Health Care Professional (CPR) and AED through courses that follow the guidelines from the American Heart Association and Red Cross (cognitive and skills evaluations)
• Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locations
• High school diploma or GED from an accredited institution
• Two or more years of front desk experience
• Ability to multi-task and work effectively in a high-stress and fast-moving environment
• Effective communication demonstrated by ability to read, interpret, comprehend and comply with written and verbal communication
• Proficient mathematical skills for use in a healthcare setting
• Ability to problem solve in situations both independently or with support from team and/or leadership
• Advanced computer efficiency to include Windows, MS Office and Patient Management System (electronic medical record)
• Must have reliable transportation that can meet any operational reassignments of the organization during the workday.  If employee is driving during work hours, the employee is required to possess a valid driver’s license and must be in compliance with Arizona vehicle insurance requirements

POSITION REPONSIBILITIES

• Greet all patients and offers assistance with questions, or directs them to appropriate person or location
• Responsible for answering the phone, greeting callers, establishing the reason for call and resolving issues or referring to appropriate person
• Maintain and distribute patient documentation in an organized manner
• Accurately enter all patient demographics and all other required information into practice management system
• Obtain patient registration information and enter into computer system

• Identify financial status of patients regarding sliding fee scale, insurance or discounts.  Refers to eligibility as needed. 
• Verify third party payer coverage and billing information - insurance, etc.
• Assist with the correction of billing information as needed
• Prepare financial batch daily for processing
• Accurate handling of cash drawer and daily receipts
• Schedule patient appointments for medical providers via the computerized EPM
• Scan documents into electronic health record
• Knowledge of and participates in Adelante UDS measures, meaningful use metrics and other quality initiatives by assisting with audits and other data collection
• Maintain appropriate level of office supplies, medical forms at work station
• All other duties as assigned (such as translation and travel to other locations)

Additional Duties and Responsibilities

• Evaluate problems, situations or issues presented and understands priority while assisting with resolution using critical thinking and problem-solving skills
• Participate in training and mentoring of new hires
• Work on prior authorizations and referrals for patient required services
• Assist with questions and concerns on billing issues for peers and patients
• May prepare daily deposit of collections and bank deposit
• Assist with problem solving daily batch error resolutions

• Competent or knowledgeable of multiple specialties and/or departments
• Assist with other departments by being cross-trained in roles such as eligibility and referrals

NONESSENTIAL SKILLS AND EXPERIENCE:

• Ability to communicate in more than one language

Additional Duties and Responsibilities

• Other duties as requested or assigned

Patient-Centered Medical Home (PCMH)

All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.

Adherence to Compliance and Code of Conduct

All employees are required to comply with Adelante Healthcare’s written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante’s legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions.  The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites.  The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.