Front Office Associate

JOB DESCRIPTION

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Work Shift

Day

Work Day(s)

Friday, Monday, Thursday, Tuesday, Wednesday

Shift Start Time

8:30 AM

Shift End Time

5:00 PM

Worker Sub-Type

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

Job Description

The Front Office Associate, Primary Care is the first point of contact for patients and their families at the primary care practice. This role is responsible for creating a welcoming environment, coordinating patient check-in and check-out, handling scheduling, insurance verification, billing, collections, and supporting administrative functions to ensure smooth day-to-day operations of the office. Collaborates with appeals department to overturn claims denial.

Experience

• One year of front office or customer service experience in a healthcare setting

Preferred Qualifications

• College degree
• Knowledge and utilization of patient registration systems, insurance verification systems, and/or Medicaid portals
• Pediatric office setting

Education

• High school diploma or equivalent

Certification Summary

• No professional certifications required

Knowledge, Skills, and Abilities

• Knowledge of medical terminology
• Proficient in EMR systems and basic computer applications (Word, Excel, email)
• Excellent interpersonal, organizational and communication skills
• Excellent customer service skills
• Proven ability to multitask in a fast-paced environment

Job Responsibilities

• Greet patients and families with a friendly and professional demeanor.
• Assist patients in completing intake questionnaires in MyChart.
• Verify patient insurance through batch eligibility or on demand. Contact patients whose insurance is inactive, or the PCP is incorrect.
• Check in patients, verify demographics and insurance information, responsible party, secondary insurance, PCP, etc.
• Check out patients, collect copays, coinsurance, deductibles and outstanding balances. Understand insurance rules and explain to patients. Review charge capture adding modifiers, linkage as needed. Collaborate with clinical staff to ensure accuracy. Provide follow-up instructions and schedule next appointment.
• Monitor patient accounts and assist with collecting outstanding balances.
• Assist patients with billing questions, payment plans, and financial paperwork.
• Ensure daily payment reconciliation.
• Schedule appointments and manage provider calendars.
• Knowledge of primary care well visit and immunization schedule.
• Recall, reminders and follow up all missed appointments.
• Answer multi line incoming calls, respond to inquiries, and direct calls appropriately. Follow protocols for giving clinical advice and identifying urgent/emergent issues.
• Maintain patient confidentiality and adhere to HIPAA regulations.
• Update and maintain accurate patient records in the electronic medical record (EMR) system.
• Process referrals, prior authorizations, and medical record requests.
• Assist in form completion - 3231, 3300, sports, camp, etc.
• Manage incoming and outgoing mail, faxes, scans, and other communications.
• Ensure waiting area and front office are clean, organized, and child friendly.
• Collaborate with clinical staff to support patient flow and service excellence.

Primary Location Address

210 E Felton Rd

Job Family

Patient Access