Front Office Assistant lll

Hoag is an approximately $1 billion nonprofit, regional health care delivery network in Orange County, California, that treats more than 25,000 inpatients and 369,000 outpatients annually. Hoag consists of two acute-care hospitals – Hoag Hospital Newport Beach, which opened in 1952, and Hoag Hospital Irvine, which opened in 2010 – in addition to six health centers and nine urgent care centers. Hoag is a designated Magnet® hospital by the American Nurses Credentialing Center (ANCC).

Under the direction of the RN Center Manager, performs a variety of clerical duties and front office operations in support of the patient care activities of the department. Ensures even patient flow and continuous communication with HMG-HMTS. Is proficient in Affinity and SCM information systems. Has the ability to schedule appointments for HMT-HMTS physicians. The Front Office Assistant displays and practices a work-style that reflects the mission, vision and values of HMG-HMTS, as well as the Organization. Participates in the continuous quality improvement process as required. Maintains a working knowledge of departmental standard operating procedures, including the use of specialized instrumentation, Quality Control requirements, and preventive maintenance.

Front Office Assistant I:

• Facilitates the registration and scheduling process for patients presenting to HMG-HMTS:
  • Greets visitors promptly and courteously, using eye contact upon their arrival to HMG-HMTS.
  • Directs and assists all patients.
  • Answers phones and assists patients, consistently providing timely and accurate information to patients, physicians, Organization personnel, and public sector to achieve the highest possible level of satisfaction.
  • Collects required information from patient as requested by Center physician.
• Compiles chart and ensures that all patient forms are completed.
• Supports all administrative functions for HMG-HMTS, including record keeping and correspondence.
• Accurately process payments and provides a written receipt. Documents payment on log sheet. Process credit card payments. Balances out cash sheet at end of day.
• Verifies and pre-authorize each patient’s insurance information prior to their appointment and documents.
• Demonstrates flexibility in accepting schedule and work assignments.
• Reports to the supervisor in a timely manner all "near misses", potential, and actual errors.
• Wears name tab when on hospital property.
• Documents all messages from patient and provider calls.
• Keeps supervisor informed when problems may interfere with work being completed on time.
• Perform other duties as assigned.

Front Office Assistant II: In addition to the above, the Front Office Assistant II will:

• Acts as a resource and provides guidance to new employees, offering assistance and direction to less experienced team members.
• Aids in maintaining appropriate supply levels for HMG-HMTS, providing input for the office supply ordering. Assists with the receipt, distribution, and storage of supplies.
• Supports patient appointment schedule, placing calls to patients who need appointment notification or reminders, including time, date and address/directions for HMG-HMTS.
• Breaks down charts and send them to Medical Records for processing in a timely and efficient manner.

Front Office Assistant III: In addition to the above, the Front Office Assistant III will:

• Responds appropriately to inquiries and complaints. Can troubleshoot and problem solve independently as situations occur.
• Ensures Front Office equipment functions properly, placing services calls when required.
• Orders, distributes and stores office supplies for HMG-HMTS

Education, Training and Experience

Required

• High School Diploma or equivalent.
• Minimum one (1) year clerical experience, including filing, use of calculator and basic telephone skills.
• Current CPR Certification.
• Minimum two (2) years front office experience within an acute healthcare system environment.

Preferred:

Three (3) years front office experience within an acute healthcare system environment.

Skills or Other Qualifications

Required:

• Basic keyboarding skills at 35 WPM.
• Basic knowledge of Microsoft Office Suite, including Outlook, Word and Excel.
• Excellent communication skills; customer focused; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills; able to work in a team environment.
• Proven ability to interface with all customer levels (physicians, Organizational staff, insurance companies, patients and family members).
• Basic knowledge of medical terminology.
• Working knowledge of medical terminology, plus full understanding of medical insurance procedures.

Preferred:

• Knowledge of registration and order entry systems.
• Knowledge of medical terminology.
• Knowledge of patient scheduling and insurance verification.
• Trouble-shooting and problem-solving skills.
• Intermediate knowledge of Microsoft Office Suite, including Outlook, Word and Excel.