1. Organizational Policies and Procedures

1. HIPAA – Health Insurance Portability & Accountability Act of 1996

• Privacy rights under federal law protecting patient’s health information.

2. CHC Orientation

1. What is a Federally Qualified Health Center (FQHC)?
   Populations Served – Payer Types, Sliding Fee, languages spoken, ethnicity.

2. Governance

3. Funding

4. Regulations that affect the Front Desk Area
   Federal Poverty Guidelines

3. Day to Day Procedures

1. Scheduling

• Over Phone

• When translator is needed.

• Follow-up appointments.

2. Patient Registration

• New Patients

• Established Patients

• Walk- in Patients

3. Insurance Verification

• How to enter insurance information in system.

• How to print charge tickets.

• How to handle Medicaid referrals.

4. Payer Codes

5. Encounter Forms

6. Collections at Time of Service/ Co-pays

• Using the sliding fee scale

• Setting up payment plans.

7. Phone system/phone messages

8. Release of Information (overview)

9. Copying Medical Records

10. End of day reconciliations

• Bank Deposit

• Cashbox

• General Cash Controls

• Reconciliation by patient visits, payments received & total deposit.

4. Customer Service

1. Standards of practice

2. Phone etiquette

3. Dealing with difficult customers

4. Procedure to address patient complaints

5. Stress Management

5.  Forms

 

Front Office Best Practices

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Front Office Staff Orientation Table of Contents