Front Office Specialist - Float at International Planned Parenthood Federation (IPPF)

• The Front Office Specialist Float is the face of PPPSGV and responsible for supporting the delivery of health care services. The Front Office Specialist Float facilitates the patient visit by registering patients, ensuring applicable eligibility and demographic information is accurately captured in the practice management system and interfacing with the patients and other health center staff to ensure high quality, efficient delivery of care and maximum reimbursement from 3rd party payors. This position is required to travel across 5 health centers: Alhambra, Baldwin Park, Glendora, Highland Park and Pasadena.

As a Front Office Specialist - Float, you will save lives while you:

• Registers/Checks-in patients
• Display strong listening skills
• Accurately collect and enter demographic information
• Accurately assess fee category for sliding fee scale
• Correctly identifies patient’s insurance plan or provider group
• Accurately input of all 3rd party payer information to ensure maximum reimbursement to PPPSGV
• Effectively collect required co-pays and deductibles on the date of service
• Effectively inform patients about any out-of-pocket expenses and payment options
• Accurately communicates Insurance plan coverage to back office
• Schedule patient appointments
• Solicit feedback from patients at checkout regarding their visit
• Must follow HIPAA guideline
• Posts charges to Electronic Practice Management System (EPM) for all pay types following established practices and procedures. Runs end-of-day reports as directed by Center Manager
• Ensures accuracy of charges from Electronic Medical Records System (EMR) for all pay types following established practices and procedures using Electronic Practice Management System (EPM). Runs end-of-day reports as directed by Center Manager
• Ensures all charges are entered into E.H.R on the day of the visit
• Ensures all superbills are completed before checking out patients
• Functions as charge entry specialist. Act as resource for other front office staff resolving problems and errors with charge entry. Contacts billing department personnel as necessary to help resolve health center billing questions or problems
• Contacts insurance companies to obtain benefit information and authorization for services when needed
• Contacts appropriate staff to obtain information needed to complete billing and to resolve errors
• Notifies supervisor of discrepancies or unusual occurrences in daily billing or computer software/hardware
• Provides training on EPM system to new Front Office staff and on-going training for all staff
• Compile data for health center tracking and may perform daily audits.
• Demonstrate PPPSGV customer service standards
• Oversee the cleanliness and comfort of the lobby and patient restroom.
• Contribute to achieving health center productivity goals
• Solicits donations from patients per PPPSGV guidelines
• Communicate clearly and concisely
• Communicate effectively in stressful situations
• Is a strong contributor in the team’s success
• Training of new hires or staff needing cross-training (as designated)
• Perform other duties as assigned

We Are Looking For Someone With The Following

Education:

• High School Diploma or the equivalent.

Experience:

• Insurance verification and charge entry experience highly preferred.
• One to two years customer service experience, preferably in a health care, medical or social services setting.

Other:

• Keep track of more than one task at a time
• Detail orientated
• Ability to establish rapport with all clients
• Must be able to understand and follow commercial insurance, MediCal and FPACT contract guidelines
• Take initiative and to utilize resources effectively
• Maintain relevant knowledge about insurance, anatomy and physiology, methods of contraception, STDs, pregnancy, adoption, abortion, early prenatal care, community resources, Agency protocols and referral procedures and all Planned Parenthood programs
• Work independently and as part of a team
• Some positions require bilingual (Spanish/English/Mandarin) skills.
• Flexible scheduling includes weekend and evening hours. Assigned shift times may fluctuate
• Have reliable transportation to travel to other health centers
• Work and travel to other centers as needed based on health center patient demand
• Communicate effectively with clients and co-workers of all backgrounds
• Maintain professionalism and composure when under pressure
• Maintain confidentiality and discretion.
• Strong computer skills with knowledge of Microsoft Word, Excel, Outlook, and the Internet
• Adapt to change including advances in technology
• Flexibility and must adapt to change
• Strong problem solving and critical thinking skills
• Maintain professional appearance
• Follow PPPSGV attendance policy
• Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
• Commitment to quality healthcare
• Excellent customer service and commitment to providing the highest level of customer satisfaction
• Commitment to personal and/or organizational Diversity, Equity and Inclusion work