Front Office Specialist

The Jackson Clinic, PA; Jackson (TN); On-site; USD 30,000 - 45,000; Full time

Job summary

The Jackson Clinic, PA in Jackson, Tennessee is seeking a dedicated individual to assist with patient management and customer service. You will verify patient information, manage appointments, and handle payments while ensuring a high level of service.

The successful candidate will have strong communication skills and a background in customer service. This position requires the ability to maintain confidentiality and adhere to clinic policies.

Qualifications

• Strong customer service experience required.
• Ability to follow directions and maintain confidentiality.
• Capacity to complete work with efficiency and accuracy.

Responsibilities

• Verify patient demographics and schedule appointments.
• Provide excellent customer service to patients.
• Balance cash drawer and maintain daily deposit reports.

Skills

Exceptional Customer Service

Strong Communication Skills

Basic Accounting Knowledge

Ability to Operate Standard Office Equipment

Education

High school diploma or GED or related Business College Degree

Tools

Computer

Calculator

Fax Machine

Copier

Job description

General Statement of Duties

Verify patient demographics, receive and post payments to patients’ accounts, schedule patients’ appointments, prepare and balance daily deposit reports, verify and update patient’s insurance information, ask for prepayments on past‑due accounts, take detailed telephone messages for clinical staff, and maintain strict confidentiality. Ensures patient’s copays, coinsurances, and deductibles are properly loaded in the Clinic’s software systems to ensure collection of date‑of‑service payment. Works appointment schedules thoroughly to ensure patient eligibility and benefits are correctly loaded on accounts. Assists patients with the check‑in process when patients arrive to their appointments.

Key Principles of Customer Service

1. Exceptional Customer Service – Make serving patients your number one priority. Understand what patients want and exceed their expectations to the best of your ability.
2. Display a caring, positive attitude – Smile and treat patients with respect. Remember you are the face of The Jackson Clinic; you’re on stage, play the part.
3. Develop consistency – Delivering a high level of customer service day after day develops trust and loyalty.
4. Be a team player – A team can “fly” much better together than alone. Do everything you can to promote the team and make everybody look good.

Work Structure

Reports directly to the respective supervisor for any given location(s). No supervisory role is exercised. Responsible for promoting and encouraging a customer‑service and clinic‑focused atmosphere amongst co‑workers.

Typical Physical Demands

Requires sitting and/or standing for long periods of time. Requires some bending, stretching, stooping, pulling, pushing and lifting up to 25 pounds. Requires manual dexterity sufficient to operate standard office equipment including but not limited to calculator, keyboard, computer, etc. Requires corrected vision and hearing to normal range. Necessary to view and work at computer screens for long periods. Requires ability to remain calm in an environment that can be very stressful at times. Position can involve working irregular hours.

Typical Working Conditions

Work is performed in a medical office environment. Involves frequent contact with patients, employees, clinical staff, IT department, providers and business office support staff. Contact may involve dealing with angry or upset patients. Occasional exposure to communicable diseases, toxic substances, and other conditions common to a clinic environment. Work may be stressful and can be high in volume.

Example of Duties

1. Provide excellent customer service by greeting incoming and outgoing patients and clinic employees.
2. Answer the telephone in a timely and courteous manner.
3. Take detailed messages over the phone and/or in person from walk‑ins and send to the appropriate clinical teams when necessary. Relay messages back to the patient when appropriate.
4. Verify patient demographics and provide updates and corrections accurately when necessary.
5. Calculate and request DOS payments including copays, deductibles, and other out‑of‑pocket expenses owed by the patient and post to their accounts.
6. Balance cash drawer daily and provide daily deposit report.
7. Schedule patient appointments accurately.
8. Use check‑in software and EHR to ensure patients are acknowledged for their appointment upon their arrival thereby notifying clinical personnel.
9. Responsible for working patient accounts which includes, but is not limited to:
   • Pre‑working appointment by ensuring copays, coinsurance and deductibles are properly loaded into software system to aid in the collections process
   • Edit patient appointments in various systems to note specific needs on any given patient
   • Ensure eligibility and benefits are current and updated in business‑office software on scheduled patients
   • Secures pre‑payments and posts to patient accounts
   • Updates patient account database accurately and thoroughly
10. Determine when a patient should be directed to a Front Office Specialist III.
11. Attend departmental meetings and educational workshops as scheduled.
12. Assist nurses/physicians with any feasible special requests (faxing, scanning, sorting mail, etc.).
13. Maintain and encourage teamwork and cooperation between fellow employees and clinical staff.
14. Schedule pharmaceutical sales representative appointments with physicians when and where applicable.
15. Identify when an appointment needs a referral or prior authorization and notify Front Office Specialist III.
16. Keep track of office supply inventory and submit orders when and where applicable.
17. Maintain strict adherence to HIPAA and clinic policy and procedures regarding confidentiality.
18. Maintain knowledge and follow all current Jackson Clinic policies and procedures.
19. Consult with supervisor concerning issues and problems that arise during the course of a shift in order to ensure compliance and communication.
20. Ability to travel to all clinic locations, if needed. Employee will be assigned a “base location” where they will spend the majority of their time.
21. Assist in training and development of new employees.
22. Communicate with co‑workers (clinical and non‑clinical) to help provide input to help improve systems and processes.
23. Answer questions from patients in a face‑to‑face setting and over the telephone.
24. Assist in collecting and routing disability, cancer, FMLA and other miscellaneous patient forms.

Performance Requirements

Must possess excellent customer service skills and strong communication abilities.

Knowledge of business office and medical office procedures including, but not limited to, cash and credit policies and basic accounting knowledge.

Ability to operate computer, copier, fax machine, and calculator.

Ability to follow directions, prioritize, deductive reasoning skills, and maintain strict confidentiality of sensitive personnel and patient information.

Complete work with efficiency and accuracy.

Maintain professional appearance, attitude, and demeanor.

Ability to establish and maintain effective working relationship with patients and co‑workers.

Ability and willingness to continually increase working knowledge.

Show initiative to ensure work is completed in a timely and accurate manner.

Strong math, computer, and communication skills.

Education

High school diploma or GED or related Business College Degree.

Experience

Strong customer service experience required. Previous reception, cashier, or other related background experience preferred, but not required. Prior experience in a health‑care related field helpful but not necessary.

Certificate/License

Must have a valid Tennessee driver’s license and reliable transportation.

Alternative to Minimum Qualifications

None.

Disclaimer Statement

The above is intended to describe the general content and requirements of this position. It is not exhaustive of all duties, responsibilities, or requirements. This job description is subject to change at any time.