About the position
The Front Desk Associate role at PM Pediatric Care is a vital position that serves as the first point of contact for families seeking medical care. This role is designed for a dynamic individual who is not only organized and capable of multitasking but also possesses a strong sense of responsibility. The primary objective of this position is to provide a welcoming, first-class experience for families while managing various administrative tasks that align with the mission, vision, values, and culture of PM Pediatric Care. In this role, the Front Desk Associate will greet families both in person and over the phone, ensuring a professional and friendly demeanor at all times. The individual will be responsible for answering patient and family inquiries, utilizing empathy and active listening skills, especially in challenging situations. The associate will support patient care quality initiatives and coordinate escalations and urgent issues to ensure timely resolutions. Collaboration with site leadership is essential to manage complex patient issues effectively. The Front Desk Associate will monitor and manage patient flow throughout the waiting and registration process, assisting families with self-registration. Maintaining accurate and complete patient accounts is crucial, which includes obtaining, recording, and updating demographics, insurance, and financial information while adhering to HIPAA compliance. The role also involves managing incoming patient documents and correspondence, ensuring confidentiality and privacy at all times. Additional responsibilities include performing opening and closing duties, which encompass organizing, stocking, sanitizing, and reconciling the front desk area. The associate will execute other duties as assigned, contributing to the overall efficiency and effectiveness of the front desk operations. This position requires a commitment to providing a first-class experience that is both efficient and accurate, ensuring that families feel welcomed and supported during their visits.
Responsibilities
- Greets families professionally both in person and on the phone.
- Answers patient/family questions to the best of his or her ability and seeks clarification when needed.
- Accesses empathy and active listening in difficult interpersonal situations.
- Supports patient care quality initiatives as directed.
- Coordinates escalations and urgent issues to ensure timely and complete resolutions.
- Collaborates and communicates with site leadership to facilitate management of complex patient issues.
- Employs PM Pediatric Care's Core values to help patients, families, and other team members navigate PM systems before, during, and after a visit.
- Monitors and manages patient flow throughout the waiting and registration process, assisting families with initiating the self-registration process.
- Maintains accurate and complete patient accounts by obtaining, recording, and updating demographics, insurance, and financial information while maintaining HIPAA compliance.
- Manages and acts upon all incoming patient documents, mail, and correspondence utilizing proper documentation and storage.
- Maintains confidentiality and privacy of all patient accounts and adheres to all HIPAA guidelines.
- Performs opening and closing duties including organizing, stocking, sanitizing, and reconciling the front desk area.
Requirements
- Team player that can function independently in a fast-paced environment.
- Intermediate skills with Microsoft Office Suite.
- Ability to work flexible work schedules based on office needs.
- Excellent customer service and telephone skills.
- Strong verbal and written communication skills.
- Professional and friendly demeanor.
- Quality focused and detail oriented.
- Ability to calculate simple figures such as adding up receipts, counting cash drawers, or subtracting to give change.
- Outstanding time management, organizational, and critical thinking skills.
- Superior situational awareness and ability to successfully react to urgent situations.
- Prior experience in a healthcare environment and knowledge of medical insurance preferred.
- Socially perceptive and ability to relate to children and how they interact with their families.
- Comfortability with routinely shifting demands.
- Navigate multiple computer systems.
- Prior Front Desk, concierge, customer service or other hospitality experience preferred.
- High school diploma or GED.
Nice-to-haves
- Prior experience in a healthcare environment and knowledge of medical insurance preferred.
- Prior Front Desk, concierge, customer service or other hospitality experience preferred.
