Front Office Assistant I/II/III

The Front Office Assistant for the Rehabilitation Services Department of Hoag Hospital and its affiliates (the anizationerform a variety of clerical duties and front office operations in support of the patient care activities, ensuring even patient flow and continuous communication within the Rehabilitation Services Department, referring physician offices, and Organizational staff.

The Front Office Assistant displays and practices a work-style that reflects the mission, vision and values of the Rehabilitation Services Department, as well as the Organization. Participates in the continuous quality improvement process. Maintains a working knowledge of departmental standard operating procedures, including the use of specialized instrumentation, Quality Control requirements, and preventive maintenance.

Essential Functions

Front Office Assistant I:

• Facilitates the registration and scheduling process for patients presenting to the Rehabilitation Services Department:

• Greets visitors promptly and courteously, using eye contact upon their arrival in the Outpatient Treatment Center.
• Answers phones and assists walk in patients, consistently providing timely and accurate information to patients, physicians, Organization personnel, and public sector to achieve the highest possible level of satisfaction.
• Schedules patient appointments.
• Collects initial demographic and clinical patient information and enters it into the medical record.
• Enters charges into Affinity and collects payments.
• Obtains initial authorization necessary for treatment and logs authorization.
• Demonstrates flexibility in accepting schedule and work assignments.
• Prepares and sends packets to all new patients; compiles charts for new patients. Prepares charts for the next day.
• Supports all administrative functions for the department, including recordkeeping and correspondence.
• Responds appropriately to inquiries and complaints.

Front Office Assistant II:

In addition to the above, the Front Office Assistant II will:

• Acts as a resource and provides guidance to new employees, offering assistance and direction to less-experienced team members.
• Aids in maintaining appropriate supply levels for the Rehabilitation Services Department, providing input for the office supply ordering. Assists with the receipt, distribution, and storage of supplies.
• Supports patient appointment schedule, placing calls to patients who need appointment notification or reminders, including time, date and address/directions for the Rehabilitation Services Department. Responds appropriately to inquiries and complaints.
• Can troubleshoot and problem solve independently as situations occur.

Front Office Assistant III:

In addition to the above, the Front Office Assistant III will:

• Communicates with Organizationroperty management team for room availability, Audio Visual (AV) equipment needs, etc. Assures AV equipment and file cabinets are properly maintained in a locked status.

• Ensures Front Office equipment functions properly, placing services calls when required.
• Orders, distributes and stores office supplies for the Rehabilitation Services Department.

Front Office Assistant Lead:

In addition to the above, the Front Office Assistant Lead will:

• Ensures smooth front office operations, enabling smooth process for all patients and visitors of the Rehabilitation Services Department.
• Conducts and documents Department orientation of new employee within thirty (30) days of employment. Modifies orientation as necessary to meet the needs of the individual as well as the Department.
• Exercises authority appropriately, directing Front Office Assistant team members to accomplish priorities and goals of the Department; utilizes abilities and interests of staff to delegate duties and assign projects.
• Coordinates/participates in the interview and selection process of new Front Office Assistant team members.
• Coaches, counsels, and/or performs progressive disciplinary process as needed in a timely manner according to policy to correct deficiencies/improve performance.
• Evaluates personnel and provides input for performance appraisals review prior to review date.
• Participates in organizing and conducting Front Office Assistant team meetings.

Other requirements of the Front Office Assistant I, II, III and Lead:

• Position may require local travel between various Organization locations.
• Position may occasionally require participating in meetings outside of normal business hours.

• Perform other duties as assigned.

Education, Training and Experience

Required:

Front Office Assistant I:

• Minimum one (1) year clerical experience, including filing, use of computer, calculator and basic telephone skills.

Front Office Assistant II:

In addition to the above, the Front Office Assistant II will have:

• Minimum one (1) year medical front office experience, preferably within an acute healthcare system environment.

Front Office Assistant III:

In addition to the above, the Front Office Assistant III will have:

• Minimum two (2) years front office experience within an acute healthcare system environment.

Front Office Lead:

In addition to the above, the Front Office Assistant Lead will have:

• Minimum three (3) years front office experience within an acute healthcare system environment.

Preferred:

• Front Office Assistant I: High School Diploma or equivalent.

• One (1) year medical front office experience, preferably within an acute healthcare system environment.

Front Office Assistant II:

• Two (2) years front office experience within an acute healthcare system environment
• Knowledge of registration and order entry systems.
• Knowledge of medical terminology.

Front Office Assistant II: * Knowledge of patient scheduling and insurance verification.

Front Office Assistant III: * Trouble-shooting and problem-solving skills.

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