HSA and Florida Physician Group
Position Summary
· This position is responsible for font and back-office non-clinical workflows and activities, as assigned by the Practice Manager, for a designated FPG physician practice location(s).
· Activities and responsibilities include, but are not limited to, reception, scheduling, revenue cycle management support, medical records, and duties necessary to support the practice and its revenue operations, as identified by the Practice Manager.
· Position requires a professional, positive demeanor during all interactions, including telephone, written or face-to-face interactions with external parties such as patients, vendors and insurance companies, as well as with internal colleagues such clinical staff, administrative and corporate personnel.
· This position reports to the designated FPG physician practice location(s) Practice Manager.
Highlights of Key Responsibilities (8:00am-4:30pm)
· Greet and check in/out the patients; verify demographics, insurance and obtain required documentation at the front desk
· Collection of patient financial obligations, including copays, coinsurance and deductibles and issue receipts and follow basic financial protocols for daily reconciliation
· Obtaining financial hardship and payment plan details and applications, where applicable
· Answer office telephone, and respond to text and email portal inquiries from existing and prospective patients
· Schedule and coordinate new, follow-up and other visits for multiple specialties within practice management system and other supportive technologies (e.g., patient portal), and in alignment with the practice's scheduling practices and the respective provider's schedule and availability
· Manage waiting room flow, provide updates to patients and support service recovery if/when delays occur
· Conduct patient insurance and benefit eligibility verifications prior to appointment and at the point of care, and at other times necessary
· Engage in activities related to following up on patient cancellations, no shows, open balance collection, eligibility verifications and other insurance matters, including assisting with basic reporting (no-show lists, schedule utilization, work queue volumes)
· Tracks room availability, patient status and overall visits and visitors to the clinic to minimize bottlenecks
· Work with the Practice Manager in meetings, or improving, as applicable, designated metrics or other performance targets established by the Practice Manager or HSA
· Supports cross-training and onboarding activities including, providing training support and back up coverage as needed to other Office Coordinators or Practice Manager, upon request
· Assists and supports the Practice Manager with other practice operations and administrative duties as assigned
· Works in collaboration with Practice Manager, physicians, midlevel practitioners and other clinical and nonclinical staff to maintain and coordinate clinical and nonclinical schedules, coverage and appointment availability at the practice location(s), resolving conflicts and ensuring appropriate slot use
· Supports value-based care and provides assistance to the Practice Manager, providers and patients with patient adherence to quality measures, including conducting patient and insurance outreach, scheduling patient appointments, following up on patient's receipt of services outside the practice location that satisfy a quality measure and otherwise working in collaboration with the providers and Practice Manager in addressing the list of patients due for services, screenings or other actions that support quality measures Ensure required records are received begore visits and ensures consultation and other notes are shared with referral sources and primary care providers after each visit, as applicable
· Must be able to work independently and with little supervision.
· Provides a high level of customer service to all new and existing patients of the practice.
· Adheres to FPG and/or HSA policies, procedures and protocols
· Adheres to OSHA (Occupational Safety and Health Administration), CMS (Centers for Medicaid and Medicare Services), HIPAA (Healthcare Insurance Portability and Accountability Act), OIG (Office of Inspector General, United States), FWA (Fraud, Waste and Abuse) and FPG/HSA Compliance Program requirements, state Medicaid and other regulations, as applicable.
· Performs other duties as requested
Qualifications & Skills
· Strong customer service and communication skills, with the ability to work collaboratively with a multidisciplinary team
· Bilingual English/Spanish preferred
· Microsoft 365 Office Suite, including, at a minimum, proficient experience in using Office, Word, Excel, and Outlook
· Basic proficiency with electronic health records, practice management and scheduling systems, eligibility and insurance verification platforms
· Knowledge of medical terminology insurance basics and specialty office workflows
· Ability to organize, multi-task and problem solve, with attention to detail in a fast-paced environment
Education & Experience
· High school diploma or equivalent
· Prior medical office or healthcare coordination experience strongly preferred