- High school diploma or equivalent required; additional certifications or coursework in healthcare administration or customer service is a plus.
- Previous experience in a customer service or front desk role, preferably in a healthcare or medical setting.
- Excellent interpersonal and communication skills, both verbal and written, with the ability to interact effectively with patients, visitors, and staff members.
- Strong organizational skills and attention to detail, ensuring accurate record-keeping, appointment scheduling, and payment processing.
- Proficiency in using computer systems, electronic health records (EHR), and basic office software (e.g., MS Office Suite).
- Ability to handle multiple tasks simultaneously, prioritize work, and manage time effectively in a fast-paced environment.
- Knowledge of ophthalmology terminology, insurance processes, and healthcare regulations is desirable.
- Ability to maintain confidentiality and handle sensitive information with integrity.
- Empathy, patience, and a customer-focused approach to providing exceptional service to patients.
- Ability to work both independently and collaboratively as part of a team, demonstrating professionalism and adaptability.
The Front Desk Receptionist is responsible for providing exceptional customer service and administrative support to patients, visitors, and healthcare professionals. This position serves as the first point of contact, ensuring a positive and efficient experience for all individuals accessing the practice. The Front Desk Receptionist performs various tasks, including patient check-in and check-out, appointment scheduling, insurance verification, and general administrative duties.
- Promptly greet patients and visitors in a friendly, professional manner, creating a welcoming environment and providing excellent customer service.
- Register new patients, collect and verify patient information, including demographic details and insurance information, ensuring accuracy and completeness of records.
- Assist patients with completing necessary paperwork, including new patient registration, medical history updates, and questionnaires.
- Schedule appointments for patients, coordinating with them and the AEI’s scheduling system to find suitable dates and times.
- Verify patients’ insurance coverage, obtain necessary authorizations or referrals as needed, and explain insurance-related matters, including co-pays, deductibles, and coverage limitations.
- Collect payments from patients for services rendered, accurately processing transactions, and providing receipts.
- Process incoming referrals from other healthcare providers or specialists, ensuring accurate data entry and timely scheduling.
- Manage incoming and outgoing mail, faxes, and other correspondence, distributing them to the appropriate personnel.
- Promptly responds to patient requests to reschedule or cancel, ensuring that the recall is captured, and the waitlist is utilized to fill schedule vacancies.
- Strictly adheres to the cancellation and no-show procedure to assure that patients who require continued monitoring of ocular conditions or diseases are followed up with appropriately.
- Assist with patient check-out process, ensuring that all necessary documentation, referrals, and follow-up appointments are provided.
- Answer telephone calls promptly and professionally, directing calls to the appropriate department, and addressing patient inquiries.
- Maintain patient records, ensuring confidentiality and accuracy of information in compliance with HIPAA regulations at all times.
- Maintain a clean and organized reception area, ensuring a professional and welcoming atmosphere.
- Coordinate with clinical staff to ensure timely and efficient patient flow.
- Handle patient complaints or concerns, escalating issues when necessary, and ensuring timely resolution.
- Assist with other departmental duties as requested.