Front Office Assistant lll

Hoag is an approximately $1 billion nonprofit, regional health care delivery network in Orange County, California, that treats more than 25,000 inpatients and 369,000 outpatients annually. Hoag consists of two acute-care hospitals – Hoag Hospital Newport Beach, which opened in 1952, and Hoag Hospital Irvine, which opened in 2010 – in addition to six health centers and nine urgent care centers. Hoag is a designated Magnet® hospital by the American Nurses Credentialing Center (ANCC).

Under the direction of the RN Center Manager, performs a variety of clerical duties and front office operations in support of the patient care activities of the department. Ensures even patient flow and continuous communication with HMG-HMTS. Is proficient in Affinity and SCM information systems. Has the ability to schedule appointments for HMT-HMTS physicians. The Front Office Assistant displays and practices a work-style that reflects the mission, vision and values of HMG-HMTS, as well as the Organization. Participates in the continuous quality improvement process as required. Maintains a working knowledge of departmental standard operating procedures, including the use of specialized instrumentation, Quality Control requirements, and preventive maintenance.

**Front Office Assistant I:** * Facilitates the registration and scheduling process for patients presenting to HMG-HMTS: * Greets visitors promptly and courteously, using eye contact upon their arrival to HMG-HMTS. * Directs and assists all patients. * Answers phones and assists patients, consistently providing timely and accurate information to patients, physicians, Organization personnel, and public sector to achieve the highest possible level of satisfaction. * Collects required information from patient as requested by Center physician. * Compiles chart and ensures that all patient forms are completed. * Supports all administrative functions for HMG-HMTS, including record keeping and correspondence. * Accurately process payments and provides a written receipt. Documents payment on log sheet. Process credit card payments. Balances out cash sheet at end of day. * Verifies and pre-authorize each patient’s insurance information prior to their appointment and documents. * Demonstrates flexibility in accepting schedule and work assignments. * Reports to the supervisor in a timely manner all "near misses", potential, and actual errors. * Wears name tab when on hospital property. * Documents all messages from patient and provider calls. * Keeps supervisor informed when problems may interfere with work being completed on time. * Perform other duties as assigned. **Front Office Assistant II: In addition to the above, the Front Office Assistant II will:** * Acts as a resource and provides guidance to new employees, offering assistance and direction to less experienced team members. * Aids in maintaining appropriate supply levels for HMG-HMTS, providing input for the office supply ordering. Assists with the receipt, distribution, and storage of supplies. * Supports patient appointment schedule, placing calls to patients who need appointment notification or reminders, including time, date and address/directions for HMG-HMTS. * Breaks down charts and send them to Medical Records for processing in a timely and efficient manner. **Front Office Assistant III: In addition to the above, the Front Office Assistant III will:** * Responds appropriately to inquiries and complaints. Can troubleshoot and problem solve independently as situations occur. * Ensures Front Office equipment functions properly, placing services calls when required. * Orders, distributes and stores office supplies for HMG-HMTS

**Education, Training and Experience** **Required** * High School Diploma or equivalent. * Minimum one (1) year clerical experience, including filing, use of calculator and basic telephone skills. * Current CPR Certification. * Minimum two (2) years front office experience within an acute healthcare system environment. **Preferred:** Three (3) years front office experience within an acute healthcare system environment. **Skills or Other Qualifications** **Required:** * Basic keyboarding skills at 35 WPM. * Basic knowledge of Microsoft Office Suite, including Outlook, Word and Excel. * Excellent communication skills; customer focused; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills; able to work in a team environment. * Proven ability to interface with all customer levels (physicians, Organizational staff, insurance companies, patients and family members). * Basic knowledge of medical terminology. * Working knowledge of medical terminology, plus full understanding of medical insurance procedures. **Preferred:** * Knowledge of registration and order entry systems. * Knowledge of medical terminology. * Knowledge of patient scheduling and insurance verification. * Trouble-shooting and problem-solving skills. * Intermediate knowledge of Microsoft Office Suite, including Outlook, Word and Excel.