Front Office Clerk II

Job Summary: This position is one of the most important functions in the health care delivery system and the first point where contact is made personally or by telephone. The person will receive the patient and direct them to the services needed. Making appointments and making preliminary assessment category of payment for patients are essential before provider can see them. The FOC II will act solely as a lead and will report any items of concern directly to their HCM. The FOC II shall in no way have supervisory duties over any other staff member.

Job Duties:

• Greets every patient as they contact the center personally or by telephone, and explain the services available, existing programs, payment categories, and billing procedures.
• Schedule appointments; direct walk-in patients and emergencies as per established policies and procedures.
• Answer all incoming calls within three rings and route them to the appropriate staff.
• Register all patients per registration protocols and collection of all documentation and billing information per billing protocol. Ensure proper documentation is scanned into NextGen.
• Process information needed in NextGen.
• Reviews and verifies patient coverage of insurance or other agencies and computes the charges to be paid by the patient.
• Collects deposits or co-pays/deductibles prior to the patient being seen by the provider per established policies and procedures. Inform patient of their outstanding balance, collect said balance, and issue cash receipt when monies are collected.
• Balance cash box in accordance with the cash handling policy.
• Assist patients with payment plan per policies and procedures in coordination with Billing Department.
• Work closely with Medical, Dental and Nursing staff to assure smooth patient flow and minimize waiting time.
• Under supervision, work with various agencies such as "Kern County Welfare Department" in scheduling patients who needed assistance.
• Call and remind patient of his/her appointment.
• Follow up on "no show" patients on a daily basis.
• Communicate patient's problem/complaint to their HCM or his/her designee.
• Other work related duties assigned by supervisor. These additional assignments may be in writing or verbal.

Specific Duties and Responsibilities as FOC II

• Assist HCM in training new FOCs on NextGen, OFH Policies and Procedures
• Provide site tours to new staff members or other OFH leadership requesting tours when HCM is not available.
• Assist HCM in conducting monthly audits of monies on site to ensure accountability.
• Review PM160s for corrections and train other FOCs on how to fill out PM160s
• Manage office inventory and supplies; provide HCM with monthly supply orders
• Be the lead in assisting HCM carry out new projects or policies
• Handle billing errors, ensure a correction and/or response is provided to billing in a timely manner, report to HCM billing issues, provide additional guidance/training to FOCs if needed.
• Monitor and verify that confirmation and no-show calls are completed, report status to HCM.
• Ensure messages, complaints or any other forms of communication are given to the HCM.
• Assist with health plan audits by scrubbing charts
• Observe front office efficiency and patient flow, communicate with back office and report to HCM
• Inform HCM about any possible scheduling conflicts and offer possible solutions
• Assist HCM with monthly staff schedules
• Communicate with maintenance regarding any facility concerns, should the HCM not be available.

Additional Functions and Responsibilities:

• HIPAA compliance - Responsible for maintaining abreast of and in compliance with all H.I.P.A.A. regulations and requirements. Treats all patient information confidential.
• Compliance - Ensure compliance with all local, state and federal regulations.
• QA/QI - Participate in QA/QI activities and contribute towards the overall performance improvement of the organization.
• IT - Required learning and using the PM/EHR (Medical Practice Electronic System) and its components. As required by the job functions and highlighted in the Policies and Procedures. These components include NextGen, data reports and other electronic features, as they are developed and implemented, as applicable to work environment.
• All employees will participate in Patient Centered Health Home Model at Omni Family Health.

Qualification, Education, and Experience:

Education/Experience:

Associates degree preferred; however, high school graduate/GED with a minimum of three years of experience in a similar setting or completion of formal Medical Administration program from a vocational school in lieu of the above.

Skills:

• Ability to work under pressure.
• Be a team leader.
• Ability and willingness to treat all patients with the utmost kindness and consideration in the most trying situations.
• Friendly attitude with the desire to work with the public.
• Ability to handle multiple functions.
• Understanding of community based organizations.
• Knowledge of bookkeeping and office functions.
• Promotes and believes in OFH mission statement.
• Ability to relate to the public regardless of ethnic, religious and economic status.
• Must be willing to work at any Omni Family Health, location, other that the assigned site and be agreeable to work weekends, if so needed.
• Ability to relate to patients, through familiarity with medical terminology and triage procedure.
• Must believe in health care with dignity for all.
• Ability to speak read and write in English and Spanish is desirable.

Responsible To: Health Center Manager

Classification: Non-exempt