Front Office Representative (Flex) - Euclid Ave (All Saturdays Required)

The Front Office Representative at Planned Parenthood of the Pacific Southwest is responsible for a variety of tasks that ensure a positive patient experience. This includes waiting room management, greeting patients, scheduling and registering them in the electronic health records system, and educating them about financial responsibilities and funding sources. The role also covers charge reconciliations, verifying insurance, and facilitating a smooth check-in process, making it central to the healthcare experience.

To qualify for the Front Office Representative position at Planned Parenthood of the Pacific Southwest, candidates need a high school diploma or equivalent and at least 2 years of customer service experience, 1 year of admitting or registration experience, or 1 year of relevant healthcare experience. This ensures that applicants bring the necessary skills and familiarity with patient interactions and healthcare procedures.

Compensation for a Front Office Representative at Planned Parenthood of the Pacific Southwest ranges from $23.00/hr to $23.75/hr. Additionally, flex positions receive an extra differential rate and mileage reimbursement, making this a competitive pay structure for those looking to make a meaningful impact in the healthcare field.

Planned Parenthood of the Pacific Southwest prioritizes a positive patient experience by ensuring that Front Office Representatives are trained in exceptional customer service. They communicate wait times effectively, address patient inquiries promptly, and utilize service recovery techniques when issues arise. This commitment to quality service is fundamental to the organization's mission.

An ideal Front Office Representative at Planned Parenthood of the Pacific Southwest is someone who is compassionate, attentive to detail, and possesses strong communication skills. This individual should be comfortable interacting with diverse patients and have a solid understanding of insurance processes and financial counseling. A team-oriented mindset and a commitment to patient advocacy are also crucial.

To ensure a positive experience, I focus on welcoming patients warmly, maintaining clear communication about wait times, and being attentive to their needs. I believe in using service recovery techniques to address any issues and making sure that patients feel supported throughout their visit.

I have experience working with electronic health records systems where I entered patient demographics and verified insurance details. I'm familiar with managing sensitive information securely and ensuring accuracy to facilitate smooth operations.

I typically verify insurance eligibility by contacting third-party and governmental payers directly or utilizing online verification tools provided by our EHR system. I make sure to confirm the benefits and patient share of costs before scheduling appointments to prevent any surprises for patients.

In difficult situations, I remain calm and listen actively to the patient's concerns. I aim to empathize with their feelings while providing clear information. If necessary, I would involve a supervisor to ensure the patient receives the support they need.

To stay organized, I prioritize tasks based on urgency and maintain a detailed checklist. I keep track of patient appointments, follow-up actions, and ensure that I'm prepared for each interaction. Effective communication with teammates also helps manage workflows.

I ensure that I clearly explain the costs associated with their visit, up front. I also provide information about available funding sources, programs like Medi-Cal, and help them understand their insurance coverage in relation to the services they’re receiving.

What I find most rewarding is the ability to make a positive impact on people’s lives. Helping patients understand their healthcare options or providing them with compassionate support during their visits brings a deep sense of fulfillment.

I had a situation where a patient experienced an unusually long wait time. I approached them to apologize for the inconvenience and provided regular updates. I offered complimentary educational materials as a goodwill gesture, which seemed to ease their frustration.

I admire Planned Parenthood's commitment to reproductive rights and community health. I want to contribute to an organization that champions access to quality healthcare and empowers individuals through education and support.

If I encounter a question I can't answer, I would first reassure the patient that their question is important. I would attempt to research the answer or consult a more knowledgeable colleague rather than leaving the patient without assistance.