Job Description

Front Desk/Check Out

Tri-City Medical Center has served San Diego County's coastal communities of Carlsbad, Oceanside and Vista, as well as the surrounding region for more than 60 years and is one of the largest employers in North San Diego County. Tri-City is administered by the Tri-City Healthcare District, a California Hospital District. As a full-service acute care public hospital with over 500 physicians practicing in over 60 specialties, Tri-City is vital to the well-being of our community and serves as a healthcare safety net for many of our citizens. The hospital has received a Gold Seal of Approval from the Joint Commission showcasing a commitment to safe and effective patient care for the residents of the community.

Tri-City Medical Center prides itself on being the home to leading orthopedic, spine and cardiovascular health services while also specializing in world-class robotic surgery, cancer and emergency care. Tri-City's Emergency Department is there for your loved ones in their time of need and is highly regarded for our heart attack and stroke treatment programs. When minutes matter, Tri-City is your source for quality compassionate care close to home. Tri-City partners with over 90 local non-profit and community organizations as part of our COASTAL Commitment initiative. Together we are helping tackle some of our communities' pressing health and social needs.

Position Summary: The front desk/check out provides patients and guests with a positive in-person impression. Works with the practice patients, clinical teams, and business offices on accurately checking in, collecting ID and insurance cards, signatures and copay/deductible, balances for the physician, MRI or Physical Therapy visit. The front desk ensures timely patient flow into the back office, reports any delays to the patients and/or physician teams. The front desk/check out will ensure that patient satisfaction goals are met or exceeded.

Major Position Responsibilities: The position characteristics reflect the most important duties, responsibilities and competencies considered necessary to perform the essential functions of the job in a fully competent manner. They should not be considered as a detailed description of all the work requirements of the position. The characteristics of the position and standards of performance may be changed by TCMC with or without prior notice based on the needs of the organization.

Maintains a safe, clean working environment, including unit based safety and infection control requirements.

• Accurately ensures that all visit paperwork is ready at time of visit
• Verifies, collects and scans patient ID card, insurance ID card into PM/EHR system
• Collects and scans any needed signatures on financial, HIPAA and arbitration forms
• Collects co-pay, coinsurance, deductible or balances due
• Updates all patient demographic information into the Practice Management system
• Enters all required MACRA measurements onto EHR at the time of arrival
• Scans front office documents into EHR system and catalogs to patients chart
• Schedules follow up appointments as necessary
• Schedules new patient appointments, walk-ins or as needed
• Coordinates patient pick-up with preferred facilities

Uses a friendly voice, speaks clearly and understandably

• Provides information needed for patient visit including directions to the appointment location/s
• Strives for maximum patient satisfaction and mentioning on Patient Satisfaction Reports
• Uses effective communication techniques to engage the patient and welcome them into the practice

Balances physical cash, check and credit collections

• Balances against PM reports
• Turns money into Billing Office at the end of each day

Works in collaboration with registration, telephone and clinical personnel

• During times of high volume or absenteeism, Receptionist may be asked to provide cross coverage for check-in or check-out
• May assist patient with forms completion in person

Ensures that patient confidentiality is always protected, both audible and visible

• HIPAA Notice of Privacy Practices is on display and given to all new patients and then every three years
• Ensure compliance with all medical practice regulations, such as, but not limited to; HIPAA and OSHA
• Performs additional duties as assigned

Qualifications: Experience with Insurance (HMO, PPO) preferred

• Front Desk experience, preferred
• Minimum of 1 year of experience in health care, preferred
• Understands insurance verification for new and current patients
• Strong background in customer service
• Is competent in the areas of leadership, teamwork and cooperation
• Demonstrates strong ethics and a high level of personal and professional integrity
• An effective communicator at all levels in the organization, with strong oral, written and persuasive skills
• Bilingual, preferred

Education: High school diploma or GED, required.

Each new hire candidate who is offered employment must pass a physical evaluation, urine drug screen and pre-employment background checks before starting work.

To protect the health of patients and staff, and to comply with the new State of California mandates, all job offers are contingent on the successful engagement in the TCMC COVID-19 vaccination program (fully vaccinated with documented proof or approved exception/deferral.)

TCHD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, sexual orientation, or gender identity/expression), age, marital status, status as a protected veteran, among other things, or status as a qualified individual with a disability.

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