Patient Services Representative (Front Desk)

It is our goal to provide the finest Orthopaedic care possible. This philosophy requires that all office staff and providers be sensitive and responsive to patients’ needs and preferences. To ensure that we hire and retain the quality of staff needed for implementing our philosophy of service, we have adopted the following job description for this position.

The position requires that the employee be available forty hours per week, and that also the employee be flexible in his/her schedule to provide efficient service for the group. The employee however, will be expected to work no more than five days per week. Many of the responsibilities require that you have a working knowledge of computers and the ability to learn the proper use of the programs utilized in this office, or those that which may be necessary to meet the needs of the practice. The hours, pay scale, and benefits will be defined as agreed upon.

BASIC FUNCTION: Under the supervision of the Clinic Manager, the Patient Services Representative (Front Desk) shall be responsible to schedule and monitor their assigned physicians’ schedules to ensure that their physicians are fully booked but also in accordance with the AO’s 20 minute wait time policy.

RESPONSIBILITIES: Work is primarily performed in the Clinic located in Arrowhead Orthopaedics’ offices. The duties of the Patient Services Representative (Front Desk) are of high volume, and the quality of duties performed is needed to be at a high level. The employee will come into contact on a daily basis with confidential patient files. The Patient Services Representatives (Front Desk) must be able to handle this information with the highest degree of privacy, discretion, and professionalism. The Patient Services Representative (Front Desk) is responsible for accomplishing the duties set forth below:

General Clerical Activities - (There may be other duties required of this position not listed below):

1. Check in patients.
2. Reschedule patients if necessary.
3. Verify patients insurance by scanning proper documentation.
4. Explain to patients our forms.
5. Answer calls.
6. Monitor waiting time.
7. Call patients that requires hand carrying X-rays.
8. Collect co-pays.
9. Keep track of waiting time.
10. Direct patients to proper location such as imaging center, hand center, PT and other offices when necessary.
11. Route documents faxed to us and from us.
12. Aid patients with special needs such as wheelchairs and other.
13. Basic clerical activities.
14. Comply with all HIPPA laws and regulations.

RELATIONSHIPS: The Patient Services Representatives (Front Desk) should observe and conduct the following relationships:

1. The employee shall be responsible directly to the Clinic Manager. The employee shall report to the Clinic Manager and his/her assignees any progress, reports, requests, concerns, problems, and/or expectations in relation to the responsibilities of the position. Such communication may be verbal or written as deemed necessary by the employee or as directed by the Clinic Manager or his/her assignee.
2. The employee shall interact with other office and clinical staff in the Practice. Such interactions should be collegial, professional, and contributing to the safety and pleasantness of the work environment at Arrowhead Orthopaedics.
3. The employee shall interact with patients, medical groups, adjustors, nurse case managers, hospitals, and Primary Care Physicians and their offices. Such communication should always reflect the total commitment of the office to quality care and customer satisfaction. All communication should be professional and any unresolved conflicts are to be reported to the Clinic Manager.

This job description in no way states or implies that these are the only duties to be performed by this employee. The Patient Services Representative (Front Desk) will be required to follow any other instructions and to perform any other related duties as assigned by the supervisor and his/her assignees. Arrowhead Orthopaedics reserves the right to update, revise or change this job description and related duties at any time.

Performance Requirements:

• To perform this job successfully, an individual must be able to perform satisfactorily job duties, demonstrate excellent work habits, deliver superior service, and exhibit the highest degree of professionalism.
• Employ positive communication skills and exercise professional interpersonal abilities (tack, diplomacy, and respect) with patients and co-workers always. 
• Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.
• Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest level of productivity.
• Demonstrate a desire to succeed and willingness to help others succeed. 
• Demonstrate support and comply with all Safety program elements including adherence to policies, exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.
• Serve as an employee for Arrowhead Orthaepedics, following the code of conduct, displaying the highest level of ethics and integrity in action, thoughts and conduct.

Skill and Education Requirements:

• High school diploma or equivalence required.
• Ability to type a minimum of 40 words per minute 
• Proficient in operating a computer, scanner, and other office equipment     
• Working knowledge of Microsoft Outlook and other healthcare-related software applications. 
• Strong telephone etiquette and customer service skills. 
• Excellent verbal and written communication skills with patients, providers, and staff. 
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced, high-stress environment.      
• Strong organizational, leadership, and team coordination abilities. 
• Ability to maintain patient confidentiality and comply with HIPAA regulations. 
• Attention to detail and accuracy in documentation and recordkeeping.
• Demonstrated experience assisting providers with patient care, procedures, and clinical documentation.

Typical Physical Demands:

1. Requires sitting and walking, with daily occasional stooping, reaching, and bending.
2. Occasional lifting up to thirty pounds.
3. Hearing must be in the normal range for telephone and personal communication.
4. Requires manual dexterity sufficient to operate keyboards and other office equipment.

Certificates, pre-employment requirements:

• Required to submit and obtain a negative result in the pre-employment drug screening. 
• Ability to pass a background check. 

E-Verify Participation Notice  

AO is an E-Verify employer. Candidates must be legally authorized to work in the United States. Employment eligibility will be verified in accordance with applicable federal requirements.