Demonstrates, through behavior, AdventHealth’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork

• Deliver excellent customer service to the patients/families and other care providers, focusing on family-centered care by displaying a positive attitude and demonstrates a professional demeanor with every patient encounter.
• Acts as the family’s liaison between the program/practice support and clinical staff to include by not limited to, triaging calls and distributing to the appropriate program/practice staff, providing status updates and providing general information, providing appropriate customer service recovery when encountering upset patient and when necessary, escalating concerns to appropriate leadership.
• Performs general tasks related to front desk operations including, but not limited to, prompt and courteous customer service, verify and update patient demographic and insurance information, forward issues/concerns to billing or data personnel. In coordination with the billing department collecting out-of-pocket financial responsibilities and balances at time of service. Retrieve and release patient records including transcriptions, lab/test results, and medical records. Responsible for monitoring patient waiting areas for cleanliness and observing patient’s signs/symptoms as necessary.
• Responsible for scheduling new and established patients. Responsible for decisive and protocol driven scheduling to ensure appointments are filled and correctly booked to create efficient patient flow and clinic schedules are optimized.  Troubleshoot and adjust clinic schedule to physician schedule. Accurate submission of insurance information to the pre-certification team using OTTR and/or Cerner. Responsible for appointment verification, follow-up on missed appointments and rescheduling appointments as necessary.