Responsibilities:

Coordination of Personnel and Functions:
Coordinates front office staff in performance of daily functions. Attends billing/insurance meetings when appropriate. Attends training on financial and scheduling systems. Provides training to new staff and acts as a lead resource. Conducts periodic update meetings with front office staff. Verifies bank deposits and ledger sheet for cash payments. Maintains office supplies inventory. Monitors and corrects or delegates correction of error reports, open encounter reports, and any other reports assigned by the manager. Provides the manager with regular updates on the status of report resolution. Troubleshoots process breakdowns. Attends customer relations training when appropriate. Works with the manager to facilitate all of the above.

Registration:
Obtains and verifies demographic, financial, and guarantor information. Enters or updates information in the scheduling/financial system accurately and verifies and revises existing information on patients who have not been interviewed within the past 30 days. Verifies patient insurance coverage with proper identification. Obtains and validates patient guardianship and ensures appropriate documentation. Properly explains payment policy. Collects co-payments and payment for services. Completes bank deposit slips and ledger sheet for cash payments. Provides for patient confidentiality and privacy at all times.

Telephone Responsibilities:
Answers the telephone promptly with a clear focus on customer service. Greets callers pleasantly and identifies the department as well as self. Returns phone calls to patients as directed by providers and documents in the patient record. Takes messages from patients for providers. Transfers calls regarding medical concerns to appropriate clinical personnel. Ensures that all messages are given to providers in a timely fashion. Accurately schedules, cancels, adjusts, and reschedules appointments with attention to all scheduling criteria and physician availability.

Administrative/Office Support:
Processes co-payments and payment of services according to office procedure and reconciles account balances. Completes bank deposit slip and ledger sheet for cash payments. Reviews and corrects financial system error reports on a daily basis and as needed. Generates and sends letters to patients as directed by providers. Faxes documentation to requested parties. Completes patient checkout and schedules follow-up appointments.

Customer Service:
Confirms patient appointments. Directs the patient appropriately. Works with patients to resolve problems; if unable to resolve, directs the patient to the Manager. Respects the privacy and confidentiality of patient information. Observes and facilitates patient throughput and notifies the appropriate chain of command. Properly explains payment policy. Collects co-payments and payment for services. Completes bank deposit slip and ledger sheet for cash payments.

Secondary Duties:
Reports acutely ill patients to the nursing staff/provider. Coordinates the ordering of supplies with the Office Manager. Scans information into the medical record. Opens and distributes mail. Completes referrals as assigned. Performs other duties as assigned. Completes charge entry as needed. Stays informed on navigation and usability of the UPMC Patient Portal and confidently communicates what patients need to know to navigate the portal to ensure a smooth experience and continued access to health information and care services.