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Overview

Overall responsibility for ensuring a smooth patient flow in all daily front office operations, which may include: obtaining correct registration information, optimizing front office collections, scheduling appointments accurately and timely, managing medical records and referrals, and appropriate staffing for department. Acts as the liaison, communicating between management and the office staff.

Responsibilities

Core Responsibilites and Essential Functions

• Cross-training and providing coverage for all front office positions when short-staffed, or as needed
• Training and/or coordinating training for new employees in the Front Office
• Overseeing daily front office functions by support staff; ensuring patient calls, appointments, and interactions with front office staff are handled timely and professionally
• Reviewing and communicating to management on patient flow issues and providing recommendations on how to improve performance
• Handling patient and staff inquiries about insurances, account status, and general patient counseling, and any customer complaints
• Communicating directly and regularly with front office staff on all issues, including direction from management and providers.
• Communicating with the billing staff, front office staff, and management on missed information or errors which may slow down the collection process, balances that need assistance in collecting or patient questions
• Tracking and reviewing front office collections monthly
• Assisting with interviewing recruitment candidates and the hiring process
• Overall responsibility for superior front office performance by the Front Office
• Learning the skills required to be a supervisor, job shadowing other supervisors and managers
• Providing outstanding customer service to internal and external customers
• Other duties as assigned by management

Required for All Jobs

• Performs other duties as assigned
• Complies with all WellStar Health System policies, standards of work, and code of conduct.
  

Qualifications

Required Minimum Education

• high school degree Required or
• equivalent. Required

Required Minimum Experience

• Minimum 3 years clerical experience in a physician practice. Preferred

Required Minimum Skills

• Computer skills essential.
• Medical terminology including coding needed (CPT-4, ICD-9, and HCPCS) Knowledge of insurance filing and requirements.
• Strong verbal and written communication skills.
• Must be able to communicate and understand verbal and written English language and display a positive attitude (see WellStar's 'Standards of Gold').

Required Minimum License(s) and Certification(s)

Additional Licenses and Certifications