Front Desk Representative Team Lead

With minimum supervision, provide lead support to the team in the coordination of the workflow to ensure performance and customer service levels are maintained. Responsible for all duties and responsibilities of a Front Desk Representative (check in, check out, and insurance verification) as at times will be required to float thru sites to provide support. 

Essential Functions

Oversee the work of the division/team staff and manage the daily work volume including service agreements with business partners

Monitor team performance; provide prompt, objective coaching and counseling; apprise supervisor of successes and concerns; provide input for performance evaluations

Coordinate with other units/departments to facilitate special requests, change in processes and resolution of workflow/production issues

Ensure all department processes and performance standards are documented accurately; develop and maintain department procedure manuals; train division/team employees on current or revised unit processes and procedures

Develop and monitor schedules for primary areas of responsibility for assigned staff

Act as point of contact for escalated client or internal business partner issues; respond to inquiries according to established procedures while meeting business standards of operational excellence and client satisfaction 

Support department and strategic initiatives by meeting target goals and objectives set by management

Front Desk Representative Duties

Check-In

• Greet and check in patients and other visitors arriving for appointments
• Verify medical insurance benefits online or call insurance companies or primary care physicians (PCP) offices to obtain benefit information
• Coordinate with patients regarding their insurance benefits and medical provider program 
• Collect co-payments/balances upfront 
• Confirm and obtain referrals and/or authorizations if required by insurance, prior to visit
• Obtain, verify, and enter patient and their provider’s information into EMR ensuring the accuracy of all entries 
• Scan paperwork to EMR 
• Complete end-of-day closing duties 
• Answer phones promptly and courteously, handle requests and inquiries, or route as appropriate 

Check-Out

• Complete check out procedures at end of patient visit
• Make follow-up appointments using scheduling protocol and forcing power protocol 
• Post charges and keep the posting of capitations up to date 
• Fax visit notes to the PCP or referral physician 
• Collect Co-payments for Self-Pay Patients or any pending co-payments to be collected 
• Scan all supporting documentation into the patient’s chart 

Insurance Verification

• Verify insurance coverage(s) at least one day in advance
• Request and obtain authorizations and referrals
• Scan to PDF and upload verified documents to each assigned location
• Assist with overflow of incoming calls
• Communicate with patients regarding copays, deductibles, and other fees
• Cancel and/or reschedule appointments for terminated insurances
• Verify and correct if needed PCP and Marketing Plan fields
• Cross train to cover other Front Desk positions as needed 
• Perform other duties, when required.

Job Specifications

Typically has the following skills or abilities:

Two to four years of experience in applicable functional area

Excellent verbal communication skills

Ability to speak in group situations and discussions toward resolving issues

Clearly and concisely communicate project issues and status

Demonstrated ability to handle multiple projects while meeting department timelines

Proficient with word processing and spreadsheet applications

For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment 

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability, or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

The compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding iCare benefits, please click here. 

Working Conditions

The working environment is generally favorable, lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc.

The above information on this description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.