Health & Wellness Representative

Role Summary The Health & Wellness Representative will be responsible for ensuring the highest level of customer service throughout the healthcare facility and have experience in medical billing and coding as well and coordinating activities to build brand awareness and generate demand for Total Health’s services. The role involves guiding and assisting patients and visitors throughout their journey, ensuring a seamless experience, and supporting internal operations to meet organizational objectives. This dual role requires multitasking, strong communication, and attention to detail to ensure both efficient billing processes and smooth patient flow within the office. General Duties

• Performsotherappropriate and related duties as assigned by the Reporting-Head to meet departmental

objectives

• Continuously look for ways to streamline and improve workflow
• Assist with quarterly/annual audit as required without compromising the regular clinicalactivities.
• Ensure daily reports are completed and submitted.

Key Responsibilities

Medical Billing & Coding

• Provide patients with accurate information about medical insurance coverage.
• Submit insurance claims and follow up on any rejections or denials, ensuring timely and accurate billing.
• Accurately code patient procedures, diagnoses, and treatments using ICD-10, CPT, and HCPCS coding systems.
• Work closely with patients and guests to provide billing information for procedures and treatments, including follow-up

on deposits and payments.

• Communicate with insurance companies, patients, and healthcare providers to resolve billing issues.
• Post payments, balance accounts, and prepare billing reports as needed.
• Maintain and update patient financial records, ensuring compliance with privacy regulations.
• Assist with patient insurance verifications and pre-authorizations for services.
• Stay current with billing codes, insurance policies, and government regulations (e.g., Medicare, Medicaid).
• Ensure the collection of co-pays, deductibles, and any outstanding balances from patients.
• Ensure reports are submitted on a daily basis.

Front Desk Responsibilities

• Patient Experience & Front Office Responsibilities
• Greet and guide patients/visitors, ensuring a friendly and supportive environment.
• Handle telephone calls professionally while strictly adhering to telephone etiquette.
• Collect information on the nature of illness and direct patients to the appropriate department.
• Provide support with registration forms and escort/guide patients to the concerned doctor.
• Provide information regarding preventive medical health checkups.
• Advocate for patients’ and families’ rights, responsibilities, confidentiality, and education.
• Ensure smooth flow of patients/visitors while maintaining excellent customer service standards.
• Meet and coordinate with patients/guests to enhance their experience within the facility.
• Customer Service & Feedback
• Develop and maintain feedback and complaint procedures and ensure timely redressal.
• Investigate patient/visitor concerns and recommend/implement appropriate action plans.
• Maintain accurate records of feedback or correspondence with customers.
• Prepare reports analyzing customer service quality.
• Develop and maintain customer service policies and standards.
• Communicate information to the team regarding special events, promotions, and updates.
• Train staff in problem-solving, effective communication, and conflict resolution.
• Ensure cross-training of front office staff and conduct monthly customer service audits.
• Maintain sound financial handling and reporting.
• Operational & Administrative Responsibilities
• Strong involvement in procurement, vendor management, and inventory management.
• Staff scheduling and roster coordination.
• Maintain weekly and periodic reporting for management review.
• Support internal event coordination and brand awareness activities.
• Performs other related duties incidental to the work described herein as and when assigned by the Administrator.
• Carries out any other duties assigned by the Reporting-Head.

General Requirements

• Minimum of 1-2 years of experience in Customer Service/ relevant field (experience in healthcare is an advantage and

will be preferred).

• High interpersonal skills with proven experience in managing customers/patients.
• Excellent command of oral and written English.
• Certification and experience using online booking and appointment systems.
• Proficiency in MS Word, Excel, and general computer applications.
• Ability to remain composed and professional in stressful situations.