Medical Receptionist Lead, Ophthalmology - Farmington/Glastonbury - Full Time

Lead Medical Receptionist

This role acts as an operational administrative resource for all front office activity. Acts as role model for best practice standards for all aspects of check in and check out process of patient registration and scheduling. Under the supervision of the Practice Manager the Lead MR ensures staff adherence to departmental policies and protocols as they relate to patient access and departmental procedures. In collaboration with leadership, implements and evaluates educational programs to support the front office team. This role supports the general functions and operations as needed in medical receptionist duties of the front office. Assists Manager with other tasks and projects as needed.

Responsibilities

• Responsible for training and educational oversight of all staff who register, schedule and communicates with patients regarding appointments. Responsible for actively participating in daily operations as they pertain to medical receptionist.
• In collaboration with the departmental leadership, develops all competencies, validations and quality assurance tools to measure staff effectiveness and quality of front end processes.
• Creates and assigns weekly staffing schedules and ensures coverage is maintained for both phone and check in stations.
• Adjusts as needed templates and schedules for providers time off.
• Reviews referral work queue to ensure department is meeting standard goal of activity with referrals.
• Reviews Press Ganey comments for front office team and seeks to compliment or re educate
• Coordinates components of outpatient urgent requests for scheduling.
• Oversee staff training, including development and implementation of orientation, in-services, and educational offerings for front office roles
• Acts as a resource for all front office roles
• Provides performance feedback, including observational reviews to the Department Manager for use in annual reviews.
• With manager establishes performance improvement initiatives and metrics
• Creates, plans and performs annual competencies for staff as needed
• Functions actively in support of daily operations as medical receptionist supporting phone and sched/reg duties along with all other administrative support work performed by the medical receptionist team:
• Answer telephone and triage calls for the practice/office. Schedule appointments via telephone or in-person and makes calls to confirm appointments. Creates and inputs department/provider schedules. May schedule/coordinate appointments with other areas of the hospital. Enters routine to complex patient charges into billing system for physician or care provider visits, according to protocol. May batch and verify patient-related documents & bills for accuracy, according to protocol. May perform a variety of administrative functions as directed by manager: coordinate travel and prepares reimbursement requests, coordinate and schedule appointments, interviews, and/or meetings for physician(s) or care provider(s); exercises discretion and judgement to coordinate calendars for multiple individuals, care providers or groups. Responsible for maintaining the inventory/orders for office supplies for the back office staff. Produce routine to complex documents, correspondence, reports utilizing multi-functional computer skills. May be required to transcribe information.
• Perform other duties as assigned.

Qualifications

High School Graduate or GED

Minimum 2 years experience in an MR role required; 3 years experience preferred

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

KNOWLEDGE OF:

• EPIC registration and scheduling platforms
• PowerPoint, Word and Excel

SKILLS:

• Attention to detail and able to problem solve
• Customer service
• Critical thinking skills and ability to work with minimal supervision
• Presentation skills
• Strong communication and follow-up skills
• Effective written and oral communication, organizational and interpersonal skills
• Project Management
• Comply with applicable laws, regulations, guidelines and standards regarding Legal Gaurdianship and DCF care.
• Demonstrate proficiency with computers and Windows-based software programs

ABILITY TO:

• Manage up complex issues and keep manager informed
• Analyze complex situations and apply policy
• Follow HIPPA policies to maintain the privacy and security of patient information
• Demonstrate experience in responding to unanticipated problems patients and families
• Able to work both independently and work alongside multiple discipline team;
• Able to multi-task
• Meet deadlines and balances multiple priorities;

Work Environment:

• Work in a fast-paced, high volume environment
• Able to promote and maintain a high quality positive work environment