Front Desk Representative

Description

Responsible for providing excellent customer service and acting as the first point of contact for patients/guests. Handle a range of administrative and customer service tasks to ensure smooth front office operations. Responsible for responding to inquiries, directing calls, and maintaining a tidy and organized workspace.

Essential Functions 

Perform check-in and check-out tasks, as well as insurance verification in one or more of the following areas:

Check-In

· Greet and check in patients and other visitors arriving for appointments

· Verify medical insurance benefits online or call insurance companies or primary care physicians (PCP) offices to obtain benefit information

· Coordinate with patients regarding their insurance benefits and medical provider program 

· Collect co-payments/balances upfront 

· Confirm and obtain referrals and/or authorizations if required by insurance, prior to visit

· Obtain, verify, and enter patients' and their provider’s information into EMR, ensuring the accuracy of all entries 

· Scan paperwork to EMR 

· Complete end-of-day closing duties 

· Answer phones promptly and courteously, handle requests and inquiries, or route as appropriate 

Check-Out

· Complete check-out procedures at the end of patient visit

· Make follow-up appointments using scheduling protocol and forcing power protocol 

· Post charges and keep the posting of capitations up to date 

· Fax visit notes to the PCP or referral physician 

· Collect Co-payments for Self-Pay Patients or any pending co-payments to be collected 

· Scan all supporting documentation into the patient’s chart 

Insurance Verification

· Verify insurance coverage(s) at least one day in advance

· Request and obtain authorizations and referrals

· Scan to PDF and upload verified documents to each assigned location

· Assist with overflow of incoming calls

· Communicate with patients regarding copays, deductibles, and other fees

· Cancel and/or reschedule appointments for terminated insurances

· Verify and correct if needed PCP and Marketing Plan fields

· Cross-train to cover other Front Desk positions as needed 

Requirements

Typically has the following skills or abilities:

One to two years of Customer Service experience 

Ability to handle multiple tasks simultaneously in a fast-paced environment 

Ability to handle and diffuse patient complaints and disagreements 

Exceptional communication and interpersonal skills  

Experience navigating Electronic Medical Records and Outlook 

For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

Preferred Skills

 Bilingual (English / Spanish)

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability, or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

The compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding iCare benefits, please click here.