Patient Experience Associate (Front Desk) - Baltimore Market

About the role

POSITION SUMMARY 

The Front Desk Associate is responsible for being the first point of contact as patients come into the medical center. They greet patients, collect their information, answer any questions, schedule appointments, answer telephones, and verify insurance information.  

The Front Desk Associate displays an elevated level of professionalism and engages resources and fellow team members within the center to deliver high level results. 

What you'll do

PRIMARY RESPONSIBILITIES:  

• Greeting patients and guests 
• Conduct check-in process and check-out process via Electronic Health Record 
• Aid patients with completion of required paperwork. 
• Secures patient information and maintains patient confidential health information. 
• Schedule and triage appointment requests for urgency according to approved protocols consistent within Sage Health’s Appointment and Scheduling Guidelines.  
• Make reminder calls to patients for upcoming appointments. 
• Collect co-payments, per patient's health plan requirements. 
• Complete insurance verification prior to patients' appointment. 
• Answer all phone calls and routing to appropriate personnel. 
• Update electronic health record with current information. 
• Consult medical assistant or licensed clinician for clinical decision making whenever necessary  
• Use applicable functionality in the Electronic Health Record to take messages and communicate with clinicians. 
• Monitor daily reminder call logs to reschedule appointments as needed. 
• Scan and index documents into the EHR; ensure that necessary documents, lab results, etc. are available in advance of patient visits. 

• Participates in center and market interdisciplinary teams related to patient care plans, and outcomes. 
• Aid coworkers as needed to assure smooth office operation and delivery of excellent service through teamwork. 
• Addresses patient problems/concerns as may arise 
• Perform other duties as assigned  

Qualifications

 REQUIRED QUALIFICATIONS:  

• Office Administrative/Receptionist/Clerical/Customer Service experience in a fast-paced, heavy phones environment. 
• Professional demeanor and communication always. 
• Must be organized and attentive to detail.  
• Ability to manage competing priorities. 
• Resourcefulness in problem solving 
• Able to take and follow through with assigned tasks and accountability. 
• Ability to work in a fast-paced environment 
• Experience with Microsoft Office Word, Outlook, and Excel. 

PREFERRED QUALIFICATIONS:  

• High School Diploma or equivalent 
• Experience working with an electronic health record  
• Experience in processing referral authorizations 
• Medical office or hospital patient access registration experience highly desirable  
• Experienced working in medically underserved/culturally diverse communities 

• Knowledge of medical terminology  
• Knowledge of ICD-20 and CPT coding  
• Bilingual Spanish and English 

Reports To: Center Manager