Front Office Representative

The Front Office Representative (Medical Office Receptionist) position is the first point of phone customer service contact for our patients, physicians and staff, internal and external Laboratory and Imaging staff, hospital staff, patient family members and vendors, by offering customer service, communications, and appropriate distribution of phone calls and messages.  The Front Office Representative may also perform a variety of other duties including but not limited to:  collection and updating demographics and Insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling acceptable appointment times utilizing an Electronic Practice Management System. The Front Office Representative may also be asked to perform other clerical duties as needed and requested to support daily clinic operation goals, benchmarks, and quality patient care initiatives per departmental guidelines.  This position will have access to Third party credit card information and transactional systems (point of sale devices or applications supporting credit card transactions, reports or other documents containing credit card information) from single transactions.

Pay: $22/hr 

• Consistently demonstrates competence as outlined in the TUMG Job description.
• Addresses problems involving patient, families and the general public in accordance with Clinic policies and procedures.
• Consistently makes eye contact and smiles.
• Ensures smooth daily operations and steady progress towards established clinic goals.
• Seeks necessary approvals as required
• Adheres to all patient HIPAA (Healthcare Insurance Portability and Accountability Act) confidentiality requirements.
• Applies safe work practices and precautions in accordance with Infection Control guidelines.
• Attends all required training, meets OSHA (Occupational Safety and Health Administration) standards, can verbalize fire/disaster plan.
• Engages in professional business-related conversations in patient care areas and avoids personal conversations where patients may hear them.
• Keeps patient informed about appointment delays and offers solutions in a timely manner.
• Consistently serves as an example of superior customer service with a professional demeanor.
• Consistently keeps their Supervisor informed of workflow issues that need attention.
• Keeps open communication with medical staff.
• Efficiently and independently plans time to accomplish job duties within departmental standards.
• Employee is punctual, meets deadlines, initiates and follows through on tasks.
• Demonstrates sensitivity to people of different cultures and works effectively with them.

• High School diploma or equivalent.
• A minimum of three (3) years of experience in an outpatient setting as a Front Office Representative.
• Excellent interpersonal, organizational and customer services skills are essential.
• Bilingual English/ Spanish preferred.
• Computer literate, especially re: Healthcare EMR and Practice Management systems.
• Ability to work with multi-ethnic population

CORE COMPETENCIES: Core competencies identify the behavior an employee is expected to demonstrate.

Knowledge, Skills and Abilities:

• Excellent Interpersonal, organizational, and customer service skills are essential.
• Ability to utilize computer equipment and software are required as is experience with other types of standard office equipment.
• Routes, manages, prioritizes and completes tasks every hour or per specific expectations as outlined by the Clinic guidelines.
• Routes appropriate tasks when applicable to the proper individual/group as outlined by Clinic guidelines.
• Takes responsibility for his/her own actions. Knows and complies with applicable laws and rules including federal health care program requirements, the TUMG Standards of Conduct, policies and procedures as they apply to his/her particular job responsibilities. Seeks guidance when in doubt about his/her responsibilities.
• Refrains from involvement in illegal, unethical or otherwise improper acts.
• Promptly reports any potential or suspected violation of TUMG Standards of Conduct, policy or applicable laws or regulations. As requested, assists TUMG personnel and authorized outside personnel in investigating all allegations of violations.
• Understands and accepts the consequences for failure to comply with TUMG Standards of Conduct