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Department:  Allied Health
Status:  Full Time
Shift:  1st

The Front Office Assistant, under the direction of the Site Supervisor or Site Manager, performs a variety of clerical duties and front office operations in support of the patient care activities of the department. Interacts with patients, their family members or surrogate decision makers, and the general public courteously and according to established HMG-HMTS Standards. Ensures a well-paced patient flow and continuous communication with other members of the HMG-HMTS team.


The Front Office Assistant displays and practices a work-style that reflects the mission, vision and values of HMG-HMTS and participates in the continuous quality improvement process. Maintains a working knowledge of departmental policies and procedures and proficiency with software applications necessary to perform job functions.


Essential Functions

Front Office Assistant:

• Facilitates the patient registration and check-in process:

o Greets patients, and anyone accompanying patients, promptly and courteously upon their arrival to HMG-HMTS, using eye contact and introducing self.

o Provides direction and assistance to all patients.

o Collects required information from patient per established procedures.

o Accurately determines total charges for visit; calculates patient financial responsibility for cash patients per established procedures.

o Collects patient co-pay and any past due balances per established procedures.

o Ensures that all appropriate patient forms are provided to the patient. Collects and files completed forms.

• Answers phones, consistently providing timely and accurate information.

• May schedule patient appointments and perform other tasks related to appointment scheduling, including confirmations, cancellations, and rescheduling. Communicates promptly with clinical staff and/or supervisor regarding schedule.

• Promptly updates visit statuses in the patient registration system (e.g., arrives, cancels, no shows).

• Verifies each patient’s insurance information prior to their visit.

• Oversees the front area for cleanliness, safety and continuous awareness of visitors, alerting supervisor of any issues.

• Recognizes the presence of patient issues that may require immediate clinical assessment or action, based on BLS training and the Red Flag List, and notifies clinical staff.

• Opens and closes office as shift requires, ensuring that all doors are secured, equipment turned on/off and communicates problems to supervisor in a timely manner.

• May assemble and send new patient packets, registration packets, and history/physical forms prior to scheduled appointments.

• Supports all administrative functions for HMG-HMTS, including recordkeeping and correspondence.

• Demonstrates flexibility in accepting schedule and work assignments.

• Reports to the supervisor in a timely manner all "near misses", potential, and actual errors.

• Documents all messages (regardless of source).

• Keeps supervisor informed when problems may interfere with work being completed on time.

• Attends all meetings as required.

• Performs other duties as assigned.

• Aids in maintaining appropriate supply levels for HMG-HMTS, providing input for the office supply ordering. Assists with the receipt, distribution, and storage of supplies.

• Responds appropriately to inquiries and complaints. Can troubleshoot and problem solve independently as situations occur.

• Ensures Front Office equipment functions properly, placing services calls when required.

• Orders, distributes and stores office supplies for HMG-HMTS.


Other requirements of the Front Office Assistant:

• Position may require local travel between various Organization locations.

• Position may require participating in meetings outside of normal business hours including occasional evenings and/or weekends


Education, Training and Experience


Front Office Assistant:

• High School Diploma or equivalent.

• Minimum two (2) year clerical experience, including filing, use of calculator and basic telephone skills.

• Customer service experience can be substituted for clerical or health care experience.



Front Office Assistant:

• Three (3) year medical front office experience within a healthcare system environment.


Skills or Other Qualifications


Front Office Assistant:

• Basic knowledge of Microsoft Office Suite, including Outlook, Word and Excel.

• Excellent communication skills; customer focused; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills; able to work in a team environment.

• Ability to interface with all customer levels (physicians, Organizational staff, insurance companies, patients and family members).



Front Office Assistant:

• Knowledge of registration and order entry systems.

• Knowledge of medical terminology.

• Knowledge of patient scheduling and insurance verification.

• Trouble-shooting and problem-solving skills.

• Intermediate knowledge of Microsoft Office Suite, including Outlook, Word and Excel.


License and Certifications


Current BLS certification

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Medical, Administrative Assistant, Medical Office Assistant, Clerical, Family Medicine, Healthcare, Administrative

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