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Job Overview: We are seeking a full-time Front Office Associate (FOA) for our Rockville office, with the ability to travel to satellite locations as needed. The FOA is a professional with an exceptional service attitude who is the first point of contact for all patients entering the office. The PCA performs various support tasks to assist in each patient's care. The FOA assists patients with completing their registration and guiding them to their designated waiting areas. In addition, the FOA is responsible for educating the patient about their medical insurance benefits versus their vision plan benefits. Lastly, the FOA will focus on whether the patient is satisfied and has received an exceptional experience at Visionary Eye Doctors.
Responsibilities
To perform the job successfully, an individual should demonstrate the following competencies:
- Greeting: Professionally greet guests upon arrival, directing them to the appropriate waiting area.
- Appointment scheduling: Managing doctors' schedules and scheduling patients based on doctors' orders.
- Provide information: Offer information about services and patient account items.
- Resolve issues: Address patient complaints and problems and escalate unresolved issues. De-escalate situations involving dissatisfied patients, offering patient assistance and support.
- Maintain records: Review patient accounts, update patient demographics, and maintain patient records confidentiality.
- Collaborate with others: Work with other departments to identify and improve customer service.
- Communication: Relay appropriate information to/from patients to doctors or management.
- Reception area upkeep: Ensuring the reception area is clean, organized, and presentable.
- Customer service: Address patient inquiries and provide information about the company.
Qualifications and Skills
- One to two years of experience in a medical office or ophthalmology setting preferred
- Medical insurance and vision insurance verification experience preferred
- Strong customer service skills
- Strong verbal and written communication skills
- Professional interpersonal skills
- Attention to detail
- Ability to multitask and manage time well
- Great active listening skills and phone etiquette
- Bilingual (Spanish required)
Benefits
- Health insurance
- Dental Insurance
- Life Insurance
- Accidental Death & Dismemberment Insurance
- 401(K)
- PTO and holidays off
- Career growth and development
Requirements
- Attendance – arrives at work on time and has minimal absences.
- Availability to work Monday – Friday and weekends.
Physical Demands
The employee must be able to:
- Walk, stand, and sit for prolonged periods of time.
- Occasionally be able to lift and/or move up to 25 pounds.
- Occasionally, be able to push up to an excess of 50 pounds.
- Occasionally, be able to bend, stoop, kneel, and climb.
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