Job Title: Front Desk Rep/Traveler

Location: Laramie

Department: Front Desk/Nursing

Report To: Patient Access Manager

Job Summary:

Perform customer relations and patient service duties, including patient check-in and check-out, appointment scheduling, medical records management, patient paperwork, and collection of patient payments. Maintain accurate and complete patient information and medical records within the electronic medical record (EMR) and practice management systems. Assist physicians and nursing staff with clinic operations and travel to outlying clinics when needed.

Essential Duties and Responsibilities:

Opening Procedures

• Ensure opening procedures are followed daily, including turning on lights and computers and preparing the clinic according to physician preferences.

Front Desk / Patient Services

• Answer telephone calls and greet patients and visitors in a timely, helpful, and friendly manner.
• Determine the purpose of each visit and direct patients and visitors to the appropriate person or department.
• Check patients in and out using the EMR and/or practice management system.
• Enter and maintain accurate patient information in the appropriate systems.
• Provide patients with assistance and information regarding appointments, paperwork, payments, and general clinic needs.

Scheduling

• Correctly schedule patient appointments in the practice management system using current scheduling requirements established by the physicians.
• Carefully screen all patients to obtain complete and accurate information, including correct spelling of name, date of birth, address, telephone numbers, insurance information, body part, referring physician, x-ray location, and patient type.
• Ensure appointments are scheduled appropriately based on physician preferences, referral requirements, and established clinic scheduling guidelines.
• Review and maintain appointment information to ensure accuracy and minimize scheduling errors.
• Communicate appointment information and requirements clearly to patients.

Medical Records

• Maintain accurate, complete, and organized patient medical records in accordance with established procedures and applicable privacy requirements.
• Ensure medical records and patient information are properly entered, updated, scanned, filed, and routed within the EMR and/or practice management system.
• Review records for completeness and accuracy and identify missing or incomplete documentation.
• Process medical records requests and route records and documentation to the appropriate location or facility.
• Obtain, organize, and route outside medical records, imaging, and other clinical documentation as needed for patient care.
• Ensure medical records and related documentation are available to physicians and nursing staff when needed.
• Route physician orders and other medical documentation to the appropriate location or facility.
• Maintain confidentiality and protect the privacy of all patient medical records and information.

Patient Paperwork

• Assist patients with completing required forms and ensure patient information is accurately updated in the practice management system.
• Compile information to be placed in the patient's chart, including verifying New Patient/Old Patient paperwork is accurate and complete.
• Witness consents, explain and witness acknowledgements, take the patient's photo when needed, and verify that the History and Physical is complete and signed.
• Ensure required documentation is properly entered into or attached to the patient's medical record.

Patient Check In/Out

• Check patients in and out via the EMR and/or practice management system.
• Verify patient demographic, insurance, and appointment information.
• Enter data into the computer for retrieval and reporting.
• Ensure all required check-in and check-out procedures are completed accurately and efficiently.

Workers’ Compensation/Motor Vehicle Accidents

• Obtain correct information and ensure appropriate forms and documentation are completed.
• Ensure required information is accurately entered into the appropriate systems and medical record.

Patient Assist

• Assist patients as needed with walking, transfers, dressing, and preparing for examination.

Assist Nursing Staff

• Obtain required information as directed by nursing staff, including patient's height, weight, blood pressure, and other needed medical information.

Orders

• Route orders to the appropriate location or facility.
• Assist with obtaining and processing documentation necessary to complete physician orders.
• Assist with medical records requests and other documentation needs.

Charges

• Enter and tally correct charges on all encounter forms.
• Ensure charges are entered accurately and in accordance with established procedures.

Collections

• Collect deductibles, co-payments, and other applicable patient charges.
• Provide receipts to patients and follow established procedures for handling payments.

Closing Procedures

• Ensure closing procedures are followed daily, including cleaning exam rooms, restocking supplies, closing windows, turning off lights, locking doors, tallying daily receipt logs, and batching credit card machines (if available).

Traveling

• Travel to outlying clinics when needed to assist physicians and nursing staff.
• Perform front desk, scheduling, medical records, and other clinic responsibilities at outlying locations as assigned.

Other Duties

• Perform other duties as directed or required to ensure the efficient, accurate, and effective operation of the department.
• Demonstrate an understanding that patient service, appointment scheduling, and medical records management are all essential components of providing safe, efficient, and high-quality patient care.

Education:

• High School Diploma or Equivalent - Required

Certification & Licensures:

• BLS Health Care Provider (CPR) - Preferred

Experience:

• Previous experience in customer relations of related field - Preferred

Physical Requirements:

• Seeing - Must be able to read reports, patient charts, and to use a computer - Constant
• Hearing - Must be able to hear well enough to communicate with patients and co-workers - Constant
• Speaking - Must be able to verbally communicate with patients and co-workers - Constant
• Fingering/Grasping - Must be able to write and type, as well as grasp a telephone - Constant
• Standing - Frequently
• Sitting - Frequently
• Weight Demands:
• Lifting - Must be able to lift up to 25 pounds - Frequently

Working Conditions:

Environmental Hazards

• The fast paced environment may lead to increased levels of personal stress and demand high mental acuity.

Physical Hazards

• Physical harm is possible when performing physical requirements, as listed above. 
• Exposure to communicable disease, bodily fluids, and/or toxic substances is possible and can be physically harmful.

Unique Work Schedule/Travel

• May be required to work after hours, on weekends, or holidays. 

Employee Statement of Understanding:

I have read and understand the job description for my position. I am able to perform all of the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct related to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with patients, customers, and fellow employees.

Note: This description is intended to describe the general job duties and employment requirements for adequate job performance, and should not be interpreted as an exhaustive report. Additional duties and responsibilities may be assigned at the discretion of the employees’ supervisor.