Front Office I

Holston Medical Group Kingsport , TN 37664

Posted 3 months ago

General Summary:

The Front Office I provides the first point of contact with patients as they enter the office or via telephone. The Front Office I greets all patients, vendors, or anyone within the office or on the telephone with a warm welcome. The Front Office I is responsible for opening the office and ensuring readiness for patients consistent with Holston Medical Group's quality practice standards, polices, procedures and customer service expectations. The Front Office I will check in patients, collect payments, check out patients, schedule follow-up appointments and balance all transactions daily. The Front Office I is responsible for providing excellent customer service skills throughout the day.

Opening Responsibilities:

  • Open safe, remove and distribute prescription pads, drug cabinet keys and embossers to nurses

  • Count money in opening drawer and log amount

  • Take the phones off the evening setting and follow-up on any messages left overnight

  • Unlock doors for the business day

Check-In Responsibilities

  • Greet patients, vendors, or anyone within the office or on the telephone with a warm welcome

  • Data entry of patient demographics and insurance information

  • Ensure that patient insurance information is up-to-date and accurate/obtain current copy, as needed

  • Verify demographic information with patient

  • Update all front office forms if out-of-date to include but not limited to history form, demographics, HIPPA, financial policy, no show, communication forms, etc.

  • Provide HIPAA information to patient

  • Provide history form to patient if out-of-date

  • Provide all new patients a new registration packet (history, advance directive, medical record number) and enter in to the EMR (electronic medical record)

  • Verify insurance eligibility

  • Collect co-pay, generate receipt and post collected payment to the patients account (performed at check-in and/or check-out)

  • Generate router for patient

  • Enroll patients in follow my health

  • Supply patient with internet password, if requested

Check-Out Responsibilities

  • Collect co-pay, generate receipt and post collected payment to the patients account (performed at check-in and/or check-out)

  • Address any outstanding balance with patient, collect payment or make payment arrangements on past due balances, generate receipt and post collected payment to the patients account

  • Schedule follow-up appointments

  • Verify all narcotic logs and ensure patient picking up prescription has a valid driver's license

General Office Responsibilities

  • Answer incoming phone calls

  • Create detail specific tasks from patients for nurses and providers with preferred contact information

  • Answer general billing questions

  • Pick up documents to shred from within the office

  • Pick up documents to send to Scan from within the office, ensure properly labeled with medical record number

  • Distribute items from the fax machine (date stamp)

  • Key charges as necessary

  • Open and distribute mail

  • Ensure all medical records releases are completed and a valid Photo ID is obtained

  • Cross train in all areas of the front office when possible

  • May have to fill in at other HMG offices upon request based upon the business need on an occasional basis

Closing Responsibilities:

  • Close out bank deposit following HMG procedures

  • Close out credit card machines for the day

  • Make sure all calls are cleared from que before logging out of the phone que

  • Forward phones to the evening setting

  • Close and lock all doors


  • High School diploma or equivalent required

  • 1-2 years' experience in a medical office or customer service position, preferred

  • Proven success asking for payment, making change, and balancing a cash drawer

  • Working knowledge of managed care and overall understanding of HMO's and PPO's, preferred

  • Excellent customer service skills is a must


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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Front Office I

Holston Medical Group