Front Office Specialist

Pppsgv; Pasadena (CA); On-site; USD 25,000 - 33,000; Full time

Job summary

Planned Parenthood Pasadena & San Gabriel Valley (PPPSGV) seeks a Front Office Specialist to support patient visits by registering patients, verifying demographics, determining eligible fee categories, and coordinating with billing to maximize reimbursement.

The role involves accurate data entry into the practice management system, scheduling, and ensuring HIPAA compliance while delivering high-quality customer service in a busy health center environment.

Qualifications

• Experience in insurance knowledge and charge entry is highly preferred.
• 1–2 years of customer service experience in healthcare or related setting is desired.

Responsibilities

• Register and check-in patients in a courteous, professional manner.
• Accurately collect and enter demographic information and eligibility details.
• Assess fee category for sliding fee scale and identify insurance plans.
• Input third-party payer information to maximize reimbursement.
• Collect co-pays and deductibles at the time of service.
• Schedule patient appointments and maintain HIPAA guidelines.
• Enter charges into the EPM/EMR systems on the day of visit.
• Provide training to staff on EPM and related systems.
• Support billing queries and coordinate with billing department as needed.
• Maintain lobby and waiting area in a clean, organized state.
• Assist with data compilation and daily audits as required.

Skills

Patient registration

Medical billing

Insurance information

HIPAA compliance

Customer service

Multitasking

Education

High School diploma or equivalent

Tools

EPM system

EMR

Job description

Founded in 1933 by Pasadena residents dedicated to women's health, PPPSGV is not only among the oldest of Planned Parenthood affiliates—we're also one of the fastest growing. Today, we see over 60,000 patient visits per year and deliver over 15,000 opportunities for sex and relationship education in our schools and colleges.

Planned Parenthood Pasadena and San Gabriel Valley (PPPSGV) is an affiliate or member of Planned Parenthood Federation of America (PPFA) – one of 67 across the country. PPPSGV provides on-the-ground reproductive health care, health education and advocacy for localpeople across Pasadena and the San Gabriel Valley.

PPFA is a national organization and does not provide direct medical services in local communities, but serves as a resource for policymakers, media and health care providers. PPFA does set medical standards for all Planned Parenthood affiliates in the United States and, in so doing, ensures the high quality healthcare offered by its affiliates.

The local and national organizations conduct independent fundraising campaigns, but work to coordinate these efforts.

The Front Office Specialist is the face of PPPSGV and responsible for supporting the delivery of health care services. The Front Office Specialist facilitates the patient visit by registering patients, ensuring applicable eligibility and demographic information is accurately captured in the practice management system and interfacing with the patients and other health center staff to ensure high quality, efficient delivery of care and maximum reimbursement from 3rd party payors across all five health centers.

• Register/Check-in patients (Greet and assist patients in a professional and courteous manner)
• Accurately collect and enter demographic information
• Accurately assess fee category for sliding fee scale
• Correctly identify patient’s insurance plan or provider group
• Accurately input of all 3rd party payer information to ensure maximum reimbursement to PPPSGV
• Effectively collect required co-pays and deductibles on the date of service
• Accurately communicate Insurance plan coverage to back office
• Schedule patient appointments
• Follow HIPAA guidelines (Maintain confidentiality and follow all HIPPA and company privacy policies.)
• Post charges to Electronic Practice Management System (EPM) for all pay types following established practices and procedures. Runs end-of-day reports as directed by Center Manager
• Ensure accuracy of charges from Electronic Medical Records System (EMR) for all pay types following established practices and procedures using Electronic Practice Management System (EPM). Run end of-day reports as directed by Health Center Manager
• Ensure all charges are entered into E.H.R on the day of the visit
• As a charge entry specialist, act as resource for other front office staff resolving problems and errors with charge entry
• Contact billing department personnel as necessary to help resolve health center billing questions or problems
• Contact appropriate staff to obtain information needed to complete billing and to resolve errors
• Notify supervisor of discrepancies or unusual occurrences in daily billing or computer software/hardware
• Provide training on EPM system to new Front Office staff and on-going training for all staff
• Training of FOS or staff needing cross-training (as designated)
• May compile data for health center tracking and may perform daily audits
• Oversee the cleanliness and comfort of the lobby and patient restroom (Maintain a clean, organized, and presentable front desk and waiting area)
• Contribute (collaborates with team members to achieve health center productivity goals
• Solicit donations from patients per PPPSGV guidelines
• Communicate clearly and concisely, including in stressful situations
• As a mandated reporter, proactively communicate and identify risks to supervisor or appropriate agency in order to minimize risk when possible
• Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations

Non-Essential Duties

• Manage Mail and deliveries
• Other duties and responsibilities as assigned

Education:

• High School level education and above are welcomed to apply

Experience:

• Insurance knowledge and charge entry experience highly preferred
• One to two years customer service experience, preferably in a health care, medical or social services setting.

Other:

• Strong listening and interpersonal skills
• Multi-task in a fast-paced work environment
• Detail orientated
• Establish rapport with all patients
• Understand and follow commercial insurance, MediCal and FPACT contract guidelines
• Enroll patient in programs if eligible, FPact & EWC and understand program guidelines
• Take initiative and utilize resources effectively
• Maintain relevant knowledge about insurance, anatomy and physiology, methods of contraception, STDs, pregnancy, adoption, abortion, early prenatal care, community resources, Agency protocols and referral procedures and all Planned Parenthood programs
• Work independently and as part of a team
• Some positions require bilingual (Spanish/English/Mandarin) skills
• Flexible scheduling includes weekend and evening hours. Assigned shift times may fluctuate
• Must have reliable transportation to travel to other health centers as needed
• Communicate effectively with patients and co-workers of all backgrounds
• Maintain professionalism and composure when under pressure (positive attitude, reliability, and high level of professionalism)
• Maintain confidentiality and discretion
• Strong contributor in the team’s success
• Strong computer skills with knowledge of Microsoft Office
• Quick Learner
• Consistently adapt to change including advances in technology
• Excellent customer service and be committed to providing the highest level of customer satisfaction
• Display strong problem solving and critical thinking skills
• Maintain professional appearance
• Follow PPPSGV attendance policy
• Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
• Commitment to quality healthcare
• Excellent customer service and commitment to providing the highest level of customer satisfaction
• Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns
• Utilize the principles of trauma-informed care and communication throughout all interactions with other staff and patients at all times, under all circumstances.

PPPSGV is committed to fostering an inclusive and diverse workplace. We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats.

We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment. As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization.

Join our team and be part of a powerful movement to shape the future of sexual and reproductive health!

We are Planned Parenthood Pasadena & San Gabriel Valley, for more information about our affiliate, please visit: We are Planned Parenthood Pasadena & San Gabriel Valley! (youtube.com)

For additional career opportunities, please visit our careers page: Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley

All qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Initiative for Hiring, and the California Fair Chance Act. Background check will be required.

Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.