Important notice: SalusCare, Inc. is an equal opportunity employer. All applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, genetic information, marital or veteran status, disability or any other characteristic protected by law. SalusCare, a drug free workplace and adheres to the drug free workplace program as outlined under Florida worker’s compensation law. All applicants being considered for employment will be required to undergo a drug screen. Refusal to submit or positive results of the test will prohibit you from being offered employment.
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Front Desk Customer Care
Job Code:21-042-003
Campus/Location:Cape Coral Campus
FT/PT Status:FT- 40 hrs/wk - Hourly
Work Hours:8:00 AM - 5:00 PM

Job Responsibilities:
This is a responsible clerical position that requires a great deal of patient contact. Must exercise independent judgment and demonstrate specific departmental knowledge as well as general agency knowledge.

1. Consistently serves as a friendly face to the patients that we serve by assisting with patient needs including checking in patients for appointments, updating demographics, verifying insurances and reliably directing and addressing patient questions and needs.

2. Successfully completes clerical/administrative duties in order to develop a consistent flow of patients and data in the SalusCare service delivery system. 

3. Routinely communicates the needs of the patients and flow of the outpatient area.

4. Effectively collaborates with the Outpatient Services managers and directors in discussing areas in need of improvement, by maintaining regular communication, making thoughtful recommendations, and follow through with assignments given.

5. Consistently serves as liaison between staff and stakeholders.  Consistently demonstrates patience and excellent follow when communicating.

6. Reliably assists Physician, APRN, RN, LPN, Therapists, Clinicians, managers, patients, collaterals, and other stakeholders as needed.

7. Effectively provides conflict resolution to both staff and individuals served.

8. Customarily greets patients, both in person and by telephone, providing assistance utilizing excellent customer service skills.

9. Consistently admits/checks in patients in a timely and accurate manner.

10. Accurately checks patients out, scheduling follow-up appointments, if appropriate.

11. Effectively provides and explains the Release of Information Form and shares accurate information on the cost of copies.

12. Accurately revises and monitors the appointment schedule and ensures that appointments are scheduled within the guidelines established by the patients clinical level of need (emergent, urgent, routine), fund source, no show policy and by agency procedures. 

13. Consistently collects co-payments and maintains an accurate cash drawer using proper cash handling procedures.

14. Reliably on a daily basis submits reports and deposits.

15. Effectively assists in increasing collections by collecting fees, co-pays, and/or balances from each patient as they present.

16. Accurately and timely generates reports as requested.

17. Routinely assists with satisfaction data collection via the patient satisfaction survey and other requested surveys.

18. Accurately resolves services, in conjunction with nursing staff, in a timely manner to allow for billing to be initiated.

19. Reliably checks voicemail at least twice daily (individual and group departmental) and returns all voice messages within 24 hours, and follows-up accordingly.

20. Reliably checks e-mail at least each hour daily and follows up on all needed actions within 24 hours and follows-up accordingly.

21. Actively coordinates with Billing Department relative to patient fees and payment plans.

22. Consistently maintains communication with the Billing Department, advising of all changes in insurance, per individual.

23. Accurately reviews fund source information and requests from outside insurers.

24. Reliably sends information to insurance companies, as needed following HIPAA procedures.

25. Consistently confirms appointments ahead of the scheduled visit and initiates no show calls within 1 day after the scheduled appointment, using the Phone Tree System as required by the department and location.

26. Satisfactorily collaborates with the on-site pharmacy to approve the Indigent Drug Program authorization as required by the program and location.

27. Consistently models attitudes and knowledge with co-occurring best-practice standards and ensures staff are trained and practice accordingly.

28. Customarily takes part in cross training with the support role of alternate department(s) as necessary/requested.  

29. Willingly operates as a back-up to alternate department(s) when requested.

30. Reliably presents at the appropriate location as requested.

31. Consistently serves as a resource for visitors seeking a staff person or location at one of our SalusCare campuses.

32. Satisfactorily keeps work area neat and organized.

33. Consistently maintains compliance with staff development training.

34. Routinely obtains additional training as requested/required independently by supervisor.

35. Continuously maintains compliance with confidentiality and HIPAA standards.

36. Regularly attends meetings as requested by supervisor.

37. Consistently displays cultural competence and sensitivity and ensures services provided incorporate patient-specific cultural values.

38. Routinely demonstrates a sound understanding of and commitment to complying with CARF standards of the Outpatient Services Department.

39. Effectively attains competence with company electronic medical record and use it effectively within required timeframes.

40. Successfully performs other related duties as assigned by supervisor.

Job Qualifications:
Requires a HS Diploma or equivalent.  Requires (1) one year or more of office experience with client contact.  Must have excellent customer service, positive attitude, communication and organizational skills. Literacy in MS Word, and Outlook.  Must be able to attain/maintain competency with agency electronic health record and use it effectively within required timeframes.  Must type 25 CWPM.  Bilingual (English/Spanish) preferred