PRACTICE OVERVIEW
Bloom Family Eye Surgeons, through its owned and affiliated practices, is a leading provider of comprehensive medical and surgical eye care throughout Ohio. As a physician-led and physician-owned organization, we provide specialized ophthalmic care, including diagnosis, treatment, and management of eye diseases, advanced surgical services in our state-of-the-art surgery center, and comprehensive optometric services.
POSITION OVERVIEW
The Front Desk Specialist serves as the first and last point of contact for patients and plays a vital role in creating a positive patient experience. This position is responsible for accurately completing the patient check-in and check-out process, verifying demographic and insurance information, collecting patient payments, scheduling appointments, and maintaining accurate records within the NextGen electronic health record (EHR) system. The Front Desk Specialist supports efficient clinic operations by ensuring accurate documentation, facilitating communication between departments, and maintaining compliance with HIPAA and practice policies.
POSITION DUTIES AND RESPONSIBILITIES
Patient Reception and Check-In
- Greet patients, visitors, and vendors in a professional, friendly, and courteous manner.
- Verify patient identity using established procedures.
- Check patients in for scheduled appointments.
- Confirm and update patient demographic, insurance, and contact information.
- Scan insurance cards, identification, and required documentation into the electronic health record.
- Verify insurance eligibility and identify coverage issues prior to patient appointments.
- Obtain required patient signatures for consent forms, HIPAA acknowledgments, financial policies, and other required documentation.
- Notify clinical staff of patient arrival and communicate scheduling concerns when appropriate.
Patient Check-Out and Scheduling
- Schedule follow-up appointments, diagnostic testing, procedures, surgeries, injections, referrals, and other provider-directed services.
- Review provider instructions with patients and ensure follow-up recommendations are completed before departure.
- Provide patients with visit summaries, educational materials, referrals, and other required documentation.
- Coordinate referrals and assist with obtaining prior authorizations when applicable.
Insurance Verification and Data Management
- Review upcoming appointment schedules to verify demographic and insurance information prior to patient visits.
- Enter, update, and maintain patient information accurately within the NextGen EHR system.
- Identify missing, incorrect, or inconsistent demographic or insurance information.
- Work collaboratively with billing, clinical staff, and patients to resolve discrepancies and prevent delays in the revenue cycle.
- Utilize insurance portals to verify eligibility and benefits.
Financial Responsibilities
- Collect co-pays, deductibles, outstanding balances, and other patient payments in accordance with practice policies.
- Process payments accurately and issue receipts.
- Balance daily payment transactions and follow established cash handling procedures.
Communication and Customer Service
- Deliver exceptional customer service while maintaining a professional and compassionate demeanor.
- Answer incoming telephone calls and direct calls appropriately while maintaining front desk coverage.
- Communicate effectively with patients, providers, billing staff, and other departments to support efficient clinic operations.
- Keep patients informed of appointment delays and assist in resolving patient concerns within the scope of the position.
Documentation, Compliance, and Quality
- Maintain complete, accurate, and timely documentation within the electronic health record.
- Protect patient confidentiality and comply with HIPAA and all applicable privacy regulations.
- Follow established office policies, procedures, and quality standards.
- Assist with appointment reminders, recalls, and other patient outreach activities as assigned.
General Office Support
- Maintain an organized, clean, and welcoming reception area.
- Support daily clinic operations by performing administrative tasks as assigned.
- Participate in departmental meetings, required training, and continuing education.
- Work collaboratively with physicians, technicians, billing personnel, and administrative staff to promote efficient patient flow.
- Perform other duties as assigned.
TECHNICAL AND PROFESSIONAL SKILLS
- Experience using the NextGen electronic health record system preferred.
- Knowledge of medical office procedures, patient registration, insurance verification, and scheduling practices.
- Ability to accurately process high volumes of detailed information in a fast-paced healthcare environment.
- Strong organizational skills with exceptional attention to detail.
- Excellent customer service and interpersonal skills.
- Strong verbal and written communication skills.
- Ability to work independently while contributing effectively as a team member.
- Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and insurance vendor portals.
- Ability to handle confidential information with discretion and professionalism.
- Ability to solve problems, prioritize tasks, and adapt to changing workflow demands.
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting, standing, and computer use.
- Frequent use of standard office equipment, including computers, telephones, scanners, and copiers.
- Ability to occasionally lift and carry up to 20 pounds.
- Ability to move throughout the clinic as needed to support patient care and office operations.
ATTENDANCE REQUIREMENTS
- Regular, reliable, and punctual attendance is an essential function of this position.
- Ability to work scheduled hours and occasional overtime as needed to meet operational demands.
For full-time employees, Bloom Family Eye Surgeons offers vision care discounts, a Simplicity Health Direct Primary Care membership, dental insurance, a 401(k) plan, and paid time off.