As Louisiana’s First Fertility Clinic, The Fertility Institute of New Orleans (FINO), we believe patient education, empathy and expertise is the best strategy for success. If you are as passionate about assisting our patients as we are, then join our remarkable team! The Fertility Institute is currently seeking a Full-Time Front Desk/Patient Services Representative to join our growing team in our Mandeville office.

Essential duties and responsibilities:

• Answers roll over phone calls and takes physical message to distribute to applicable staff members/departments.
• Reviews consents on patient's account to keep them accurate and up to date.
• Email the Virtual Assistants (VA) of any change in insurance.
• Review correspondence in eIVF on a daily basis for patient’s updates coming through the portal.
• Review tasks in eIVF daily for interoffice communication regarding patients.
• Reviews assigned office schedule according to practice rules. Review schedule 2-3 days out for openings/issues to keep schedules full and orderly. Confirms pending appointments and evaluates cancelled or no shows (abandoned) appointments.
• Exits patient upon completion of appointment; collect co-pays or balances, schedules next appointment if indicated and completes charge entry processes.
• Answer questions regarding billing or if unsure, refer to an in office FSR.
• Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations.
• Responsible to cover the PSR position for absences, vacations, or any other requested time off. Travel may be required.

Knowledge, Skills, and Abilities:

• Perform charge entry.
• Ability to use a computer and enter data in electronic medical record system including electronic medical record, data entry and scanning.
• Outstanding customer services skills and the ability to calmly handle stressful situations.
• Excellent interpersonal and communication skills, an outgoing personality, with a professional demeanor and positive attitude with the ability to communicate positively and professionally with patients and staff members at all levels.
• Strong organizational skills, detail oriented and ability to multi-task, and manage and prioritize workflow in a stressful, deadline-oriented environment.

• Support mission and vision of FINO; committed to maintaining high quality patient care and supports the goal of a positive patient experience. Maintain a positive, empathetic, and professional attitudes towards patients at all times. Acknowledge and resolve customer complaints.

Required Qualifications:

• Demonstrated experience with outstanding customer services skills.
• 1-2 years physician office experience in checkout process and overall clinic preparation/support.

Preferred Qualifications:

• Customer service training/experience.
• Infertility and/or OB/GYN physician office experience.
• Understanding the process of physician office billing (receiving the encounter to the charge entry and ICD10/CPT coding).