Front Desk Specialist (Memorial)

Avenue360 Health and Wellness - Houston, TX

Full-time

Houston, TX

About the position

The Front Desk Specialist plays a crucial role in the healthcare delivery system, serving as the first point of contact for patients either in person or via telephone. This position is responsible for welcoming patients, managing appointments, and ensuring accurate patient information is maintained in the electronic health record (EHR). The specialist will also assist with billing procedures and coordinate patient flow to ensure a smooth experience for both patients and healthcare providers.

Responsibilities

• Welcome patients as they contact the center personally or by telephone, and explain the services available, payment categories, and billing procedures.
• Sign in patients and update patient information at check-in within the EHR at every visit.
• Enter new patients into CTMP and maintain all other data input.
• Responsible for accurate appointment scheduling; direct walk-in patients and emergencies as per established policies and procedures.
• Pull charts, track patients in EHR, and hand off charts to Medical Assistant or appropriate staff.
• Ensure that all charts are in compliance with documentation requirements.
• Complete all filing of charts by end of day.
• Answer all incoming calls and route them to the appropriate staff including faxes.
• Work closely with provider staff to assure smooth patient flow and cut down on waiting time.
• Work closely with social services and refer patients who chronically do not keep their appointments for follow-up.
• Call and remind patients of their appointments including the six-month no show report.
• Follow up on 'no show' patients on a daily basis.
• Communicate patient's problem/complaint to the Clinical Nurse Manager or his/her designee.
• Communicate with patients professionally and accurately regarding clinic policies, delays in schedules, etc.
• Maintain and clean up the clinic lobby area.
• Check voicemails and return phone calls promptly.
• Coordinate patient flow into eligibility for services, such as admission, re-certification, and insurance changes.
• Assist in screening of Medicaid and other insurances.
• Accurately implement and collect co-pays.
• Maintain stock of office supplies.
• Keep all program flyers and information posted and available in the waiting room.
• Comply with all policies and procedures, including confidentiality for patients and patient records.
• Help with scanning procedures to get patient information into Electronic Health Record.
• Make and maintain paper backup patient files including printing of Face Sheet every six months and patient labels.
• Perform other duties as assigned by Supervisor, Operations Manager or Chief.

Requirements

• High school graduate/GED.
• One year of medical experience from a similar setting or formal training from a vocational school in lieu of the above.
• Ability to work under pressure.
• Ability and willingness to treat all patients with kindness and consideration in challenging situations.
• Friendly personality with a desire to work with the public.
• Ability to handle multiple functions.
• Understanding of community-based organizations.
• Ability to communicate patients' problems to the medical staff.
• Ability to relate to the public.
• Familiarity with medical terminology and triage procedures.
• Minimum typing speed of 35 wpm.

Nice-to-haves

• Bilingual in English/Spanish highly preferred.