Position Summary / Scope of responsibility

The Centers for Advanced Orthopaedics LLC (CAO) is one of the nations largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia. With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients; partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce.

The Front Desk duties include supervising the day-to-day operations of front desks and reception areas. This role will be responsible for training and managing administrative staff, supervising administrative and clerical duties, and addressing customer complaints and queries. A successful Front Desk should have a good set of organization and time management skills, good leadership skills and the ability to analyze a full-fledged plan.

Primary Responsibilities

The incumbent may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of CAO.

• Daily opening procedures including but not limited to:
  • Reconciling the previous day’s visits/payments.
• Scheduling of new patients (phone/walk-in), including but not limited to:
  • Gathering and inputting patient demographic information into computer system
  • Gathering and inputting patient insurance information into computer system.
  • Scheduling patient’s first appointment.
• New patient appointment processing, including but not limited to:
  • Verifying insurance benefits prior to patient’s first visit and documenting benefits on Insurance Benefit Verification Form.
  • Providing patient with new patient registration forms and offering to assist in any way to complete the forms
  • Copying patient’s insurance card and driver’s license (if applicable).
  • Reviewing patient’s insurance benefits and having him/her sign the Insurance Benefit Verification Form accepting responsibility for payment.
  • Calling all new patients, the day prior to their initial evaluation to confirm scheduled new evaluation appointment.
• Current patient appointment processing, including but not limited to:
  • Checking in patient.
  • Collecting patient’s copayment/co-insurance at each visit.
  • Posting patient’s copayment and printing a receipt.
  • Scheduling follow up appointments.
  • Calling patients who no show 15 minutes after scheduled appointment.
• Daily reconciliation of payments.
  • Daily Cash/Check/Credit Card report MUST equal the money received.
  • If your daily batch is “unbalanced”, you must not post the batch until you’ve fixed the error, or you have contacted someone else to fix the error.
• All other duties as assigned.

Requirements Education and Experience

• High School Diploma or equivalent.
• Bachelors degree in business administration or a relative field preferred but not required.
• Minimum of 5 years of Office experience in healthcare or in a related area required, with supervisory experience preferred.
• Proficient knowledge in medical terminology.
• Above average spelling and typing skills needed.
• Proficiency with Microsoft Office suite of products.
• Experience collaborating across multiple functions.
• Experience innovating in a fast-growing work environment and dealing with ambiguity.

Competencies/Required Skills and Abilities

• Strong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results.
• Strong oral and written communication skills with excellent self-discipline and patience.
• Able to work independently.
• Excellent time management, organization, and administrative support skills.
• Must be able to read, write, speak, understand, and communicate in the English language.

Physical Demands

• Must be able to sit for long periods of time and lift up to 25 pounds.
• Must be able to use appropriate body mechanics techniques when performing desk duties.
• Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting, and sitting.
• Adequate hearing to perform duties in person and over telephone.
• Must be able to communicate clearly to patients in person and over the telephone.
• Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.