Behavioral Health Clinic

Manage front office operations including greeting patients, scheduling appointments, handling communications, maintaining records, and supporting clinic staff. | Strong communication skills, multitasking ability, proficiency with Microsoft Office and general office equipment, and a willingness to learn healthcare billing and insurance. | Job Title: Full-Time Front Office Specialist Reports to: Director of Operations Description: The Full-Time Front Office Specialist is a customer service position with Behavioral Health Clinic (BHC). This position is located at our Grafton Location. The Front Office Specialist plays an integral part in achieving and maintaining a standard of excellence as we aim to exceed the expectations of our clients, referral sources, and other professionals through effective and pleasant telephone and face-to-face communications regarding the reception and administrative coordination of our services. Duties and Responsibilities: • Acquire and maintain a solid understanding of BHC services, HIPAA policies, general policies pertaining to billing and insurance, our facilities/locations, our clinicians’ schedules and practice specialties/interests. • Greet all patients and guests in a cheerful and welcoming manner. • Manage the patient/visitor’s needs in a confident and competent manner which can include but is not limited to: • Confirm patient demographic information and facilitate checking in and checking out with patients’/visitors • Assist patients/visitors in the completion of necessary forms • Requesting and collecting payment for services • Schedule appointments within company policy based on patient’s/visitor’s needs and complete necessary follow up documentation • Ensure waiting area, hallway, and front office is tidy and pleasing • Answer all incoming calls in a cheerful and welcoming manner. Manage the caller’s needs in a confident and competent manner which can include but is not limited to: • Take messages that may relate to change in schedules or other matters. Recognize and prioritize the urgency that such matters require follow-up action based on company guidelines, and communicate accordingly with teammates • Communicate information to callers regarding BHC services, policies, facilities, and clinicians • Schedule appointments within company policy based on caller’s needs, and complete necessary follow-up documentation. Comfortability with computers is a must and must be proficient in using electronic medical records (EMR) for the majority of front office work. • Update patient records as needed, in a timely and accurate fashion • Proactively ask callers and patients how they heard about us and/or how we can better assist them • Check voice mail, company email in-boxes, and the fax machine at least every 30 minutes throughout the shift, and process inquiries or create and distribute appropriate messages for teammates in a timely fashion. • Maintain all clinicians' schedules across all programs. Daily review for errors, inconsistencies and completeness. Proactively address conflicts as they arise, investigate, resolve and update. Maintain a waiting list for clients and notify in the case of cancellations. • Have prepped for the next day all clinician schedules, testing supplies, new client charts, room usage schedule, etc. • Leave the appropriate shift and record written notes, in the appropriate detail, such that others appreciate status and priority of open items even when you are not present. • Place outbound calls to physician offices, clients, and others regarding future appointments, outstanding payments, records requests, insurance verification's, outreach/marketing efforts, or other customer service needs. • Maintain inventory of office and facility supplies. • Place orders for supplies as needed and ensure timely delivery. • Maintain records related to facilities, supplies, and equipment. • Troubleshoot and resolve technological issues, including hardware and software problems. • Coordinate with external service providers for advanced technical support. • Other duties as assigned, e.g., complete work in Urgent/Non-Urgent boxes, projects such as maintaining master’s documents and restocking, mailings and chart audits, assisting with proof reading reports, community outreach endeavors, filing, etc. Qualifications: • Strong verbal and written communication skills that demonstrate the power and strength of a positive and confident tone. • An ability and comfort in multi-tasking with a high degree of detail orientation, while utilizing knowledge of company attributes to trouble-shoot dynamic and often live conversations in a positive and confident tone, to find resolution in conflict in a calm fashion. • Knowledge and general proficiency in using Microsoft Office programs, internet-based email programs, and social media sites. • Experience and familiarity with general office equipment, including Zoom phone systems (multi-lines), merchant accounts hardware and video conferencing software and hardware. • A high level of self-motivation and initiative to complete tasks and problem-solve, while appreciating and organizing these in the context of organizational priorities. • Ability to take responsibility for own actions, including the impact of own decisions on clients and others, to include: taking appropriate action when anyone in the organization violates standards or regulations; acting in a way that demonstrates deep personal integrity and serves as a positive example of why others should trust the organization; and viewing oneself as a reflection of the organization by following through on commitments and accepting ownership of any mistakes he or she might make. • Ability to effectively function and thrive within a team environment. Knowledge and general proficiency with health care billing and insurance preferable. • Ability to be flexible with availability based on the routine service fluctuations of the clinic. Willingness to learn. Benefits: • Starting pay between $16.00 - $18.00 per hour • Healthcare Benefit Package – Including Dental, Vision, STD, LTD, and Retirement Plan Options • Supportive and collaborate team environment & Opportunities for advancement and leadership • Paid Time Off (PTO) and Holidays • In accordance with legal requirements and company policies, successful candidates for this position will be required to complete the form I-9, Employment Eligibility Verification and Background Check, as part of the onboarding process*