Front Office Specialist – Float

The Front Office Specialist Float is the face of PPPSGV and responsible for supporting the delivery of health care services. The Front Office Specialist Float facilitates the patient visit by registering patients, ensuring applicable eligibility and demographic information is accurately captured in the practice management system and interfacing with the patients and other health center staff to ensure high quality, efficient delivery of care and maximum reimbursement from 3rd party payors. This position is required to travel across 5 health centers: Alhambra, Baldwin Park, Glendora, Highland Park and Pasadena.

As a Front Office Specialist – Float, you will save lives while you:

Registers/Checks-in patients
Display strong listening skills
Accurately collect and enter demographic information
Accurately assess fee category for sliding fee scale
Correctly identifies patient’s insurance plan or provider group
Accurately input of all 3rd party payer information to ensure maximum reimbursement to PPPSGV
Effectively collect required co-pays and deductibles on the date of service
Effectively inform patients about any out-of-pocket expenses and payment options
Accurately communicates Insurance plan coverage to back office
Schedule patient appointments
Solicit feedback from patients at checkout regarding their visit
Must follow HIPAA guideline
Posts charges to Electronic Practice Management System (EPM) for all pay types following established practices and procedures. Runs end-of-day reports as directed by Center Manager
Ensures accuracy of charges from Electronic Medical Records System (EMR) for all pay types following established practices and procedures using Electronic Practice Management System (EPM). Runs end-of-day reports as directed by Center Manager
Ensures all charges are entered into E.H.R on the day of the visit
Ensures all superbills are completed before checking out patients
Functions as charge entry specialist. Act as resource for other front office staff resolving problems and errors with charge entry. Contacts billing department personnel as necessary to help resolve health center billing questions or problems
Contacts insurance companies to obtain benefit information and authorization for services when needed
Contacts appropriate staff to obtain information needed to complete billing and to resolve errors
Notifies supervisor of discrepancies or unusual occurrences in daily billing or computer software/hardware
Provides training on EPM system to new Front Office staff and on-going training for all staff
Compile data for health center tracking and may perform daily audits.
Demonstrate PPPSGV customer service standards
Oversee the cleanliness and comfort of the lobby and patient restroom.
Contribute to achieving health center productivity goals
Solicits donations from patients per PPPSGV guidelines
Communicate clearly and concisely
Communicate effectively in stressful situations
Is a strong contributor in the team’s success
Training of new hires or staff needing cross-training (as designated)
Perform other duties as assigned

We Are Looking For Someone With The Following
Education:

High School Diploma or the equivalent.

Experience:

Insurance verification and charge entry experience highly preferred.
One to two years customer service experience, preferably in a health care, medical or social services setting.

Other:

Keep track of more than one task at a time
Detail orientated
Ability to establish rapport with all clients
Must be able to understand and follow commercial insurance, MediCal and FPACT contract guidelines
Take initiative and to utilize resources effectively
Maintain relevant knowledge about insurance, anatomy and physiology, methods of contraception, STDs, pregnancy, adoption, abortion, early prenatal care, community resources, Agency protocols and referral procedures and all Planned Parenthood programs
Work independently and as part of a team
Some positions require bilingual (Spanish/English/Mandarin) skills.
Flexible scheduling includes weekend and evening hours. Assigned shift times may fluctuate
Have reliable transportation to travel to other health centers
Work and travel to other centers as needed based on health center patient demand
Communicate effectively with clients and co-workers of all backgrounds
Maintain professionalism and composure when under pressure
Maintain confidentiality and discretion.
Strong computer skills with knowledge of Microsoft Word, Excel, Outlook, and the Internet
Adapt to change including advances in technology
Flexibility and must adapt to change
Strong problem solving and critical thinking skills
Maintain professional appearance
Follow PPPSGV attendance policy
Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
Commitment to quality healthcare
Excellent customer service and commitment to providing the highest level of customer satisfaction
Commitment to personal and/or organizational Diversity, Equity and Inclusion work