Job Title: Full-Time Front Office Specialist Location: On-Site - 530 Grant Street, Wausau, WI (Ability to travel/float to other locations in Wausau Area is desired but not required) Description: The Full-Time Front Office Specialist is a customer service position with Behavioral Health Clinic (BHC). This position is located at our Stevens Point location. The Front Office Specialist plays an integral part in achieving and maintaining a standard of excellence as we aim to exceed the expectations of our clients, referral sources, and other professionals through effective and pleasant telephone and face-to-face communications regarding the reception and administrative coordination of our services. Duties and Responsibilities: - Acquire and maintain a solid understanding of BHC services, HIPAA policies, general policies pertaining to billing and insurance, our facilities/locations, our clinicians’ schedules and practice specialties/interests.
- Greet all patients and guests in a cheerful and welcoming manner.
- Manage the patient/visitor’s needs in a confident and competent manner which can include but is not limited to:
- Confirm patient demographic information and facilitate checking in and checking out with patients’/visitors
- Assist patients/visitors in the completion of necessary forms
- Requesting and collecting payment for services
- Schedule appointments within company policy based on patient’s/visitor’s needs and complete necessary follow up documentation
- Ensure waiting area, hallway, and front office is tidy and pleasing
- Answer all incoming calls in a cheerful and welcoming manner. Manage the caller’s needs in a confident and competent manner which can include but is not limited to:
- Take messages that may relate to change in schedules or other matters. Recognize and prioritize the urgency that such matters require follow-up action based on company guidelines, and communicate accordingly with teammates
- Communicate information to callers regarding BHC services, policies, facilities, and clinicians
- Schedule appointments within company policy based on caller’s needs, and complete necessary follow-up documentation. Comfortability with computers is a must and must be proficient in using electronic medical records (EMR) for the majority of front office work.
- Update patient records as needed, in a timely and accurate fashion
- Proactively ask callers and patients how they heard about us and/or how we can better assist them
- Check voice mail, company email in-boxes, and the fax machine at least every 30 minutes throughout the shift, and process inquiries or create and distribute appropriate messages for teammates in a timely fashion.
- Maintain all clinicians' schedules across all programs. Daily review for errors, inconsistencies and completeness. Proactively address conflicts as they arise, investigate, resolve and update. Maintain a waiting list for clients and notify in the case of cancellations.
- Have prepped for the next day all clinician schedules, testing supplies, new client charts, room usage schedule, etc.
- Leave the appropriate shift and record written notes, in the appropriate detail, such that others appreciate status and priority of open items even when you are not present.
- Place outbound calls to physician offices, clients, and others regarding future appointments, outstanding payments, records requests, insurance verification's, outreach/marketing efforts, or other customer service needs.
- Maintain inventory of office and facility supplies.
- Place orders for supplies as needed and ensure timely delivery.
- Maintain records related to facilities, supplies, and equipment.
- Troubleshoot and resolve technological issues, including hardware and software problems.
- Coordinate with external service providers for advanced technical support.
- Other duties as assigned, e.g., complete work in Urgent/Non-Urgent boxes, projects such as maintaining master’s documents and restocking, mailings and chart audits, assisting with proof reading reports, community outreach endeavors, filing, etc.
Qualifications: - Strong verbal and written communication skills that demonstrate the power and strength of a positive and confident tone.
- An ability and comfort in multi-tasking with a high degree of detail orientation, while utilizing knowledge of company attributes to trouble-shoot dynamic and often live conversations in a positive and confident tone, to find resolution in conflict in a calm fashion.
- Knowledge and general proficiency in using Microsoft Office programs, internet-based email programs, and social media sites.
- Experience and familiarity with general office equipment, including Zoom phone systems (multi-lines), merchant accounts hardware and video conferencing software and hardware.
- A high level of self-motivation and initiative to complete tasks and problem-solve, while appreciating and organizing these in the context of organizational priorities.
- Ability to take responsibility for own actions, including the impact of own decisions on clients and others, to include: taking appropriate action when anyone in the organization violates standards or regulations; acting in a way that demonstrates deep personal integrity and serves as a positive example of why others should trust the organization; and viewing oneself as a reflection of the organization by following through on commitments and accepting ownership of any mistakes he or she might make.
- Ability to effectively function and thrive within a team environment. Knowledge and general proficiency with health care billing and insurance preferable.
- Ability to be flexible with availability based on the routine service fluctuations of the clinic. Willingness to learn.
Benefits: - Healthcare Benefit Package – Including Dental, Vision, STD, LTD, and Retirement Plan Options
- Supportive and collaborate team environment & Opportunities for advancement and leadership
- Paid Time Off (PTO) and Holidays
As part of the onboarding process, all successful candidates will be required to complete Form I-9 (Employment Eligibility Verification) and undergo a background check, in accordance with applicable laws and company policies.
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