Medical Office Receptionist

Position Summary

The Medical Office Receptionist supports Beacon Mental Health's front-desk operations by welcoming clients and visitors, checking clients in and out, scheduling and rescheduling appointments, and answering general informational questions. Reporting to the Front Desk Manager, this position helps ensure timely service by notifying appropriate staff, coordinating follow-up appointments and required financial paperwork, completing appointment-status data entry, and distributing client satisfaction surveys.

Essential Duties and Responsibilities

• Create a welcoming, professional environment for clients, visitors, and staff and provide appropriate initial triage support for walk-in assessments.
• Check clients in and out for appointments or services and notify the appropriate staff so clients can be seen in a timely manner.
• Schedule follow-up appointments at appropriate intervals and coordinate with financial department staff to confirm required paperwork and payments are received.
• Schedule appointments, provide appointment information, and assist clients with accessing and using telehealth services.
• Respond to telephone requests to schedule or reschedule appointments within established agency timelines and answer general informational questions or route calls appropriately.
• Complete accurate daily data entry regarding appointment status and maintain current scheduling information.
• Distribute client satisfaction surveys as directed by the Quality Improvement Director.
• Use the electronic medical record, MicrosoftWord and Outlook internet resources, and standard business equipment appropriately; protect confidential information; and perform other related duties assigned by the supervisor.

Expectations and Success Measures

• Clients, visitors, and staff are welcomed promptly and professionally, and walk-in assessment needs are identified and directed appropriately.
• Client check-in and check-out activities are accurate and efficient, and appropriate staff are notified promptly to support timely service.
• Follow-up appointments are scheduled at appropriate intervals, and required paperwork and payment information are coordinated effectively with financial department staff.
• Appointments are scheduled accurately, and clients receive clear information and practical assistance accessing telehealth services.
• Telephone requests, appointment scheduling, rescheduling, general questions, and call routing are handled courteously, accurately, and within agency timelines.
• Daily appointment-status data entry is accurate, complete, timely, and consistent with established scheduling and electronic medical record procedures.
• Client satisfaction surveys are distributed consistently and according to direction from the Quality Improvement Director.
• A high school diploma or equivalent is required; An associate degree or equivalent work-related experience is preferred.
• One to three years of position-related experience is preferred, including knowledge of basic front-desk and reception operations; experience in a medical office setting is preferred.
• Demonstrates excellent customer-relations and telephone skills, working knowledge of Microsoft Word and Outlook and basic internet use, proficiency with electronic medical records and standard business equipment, attention to detail, organization, discretion, and reliable follow-through.

Competencies

• Front-Desk Reception, Client Check-In and Check-Out, Visitor Assistance, Walk-In Assessment Triage, and Timely Staff Notification
• Appointment Scheduling and Rescheduling, Follow-Up Intervals, Telephone Service, General Information, and Call Routing
• Scheduling, Client Instructions, Access Support, Technology Assistance, and Service Coordination
• Financial Paperwork and Payment Coordination, Cross-Department Communication, Accuracy, and Follow-Through
• Appointment-Status Data Entry, Electronic Medical Records, Microsoft Word and, Internet Use, and Business Equipment
• Customer Relations, Professional Communication, Confidentiality, Organization, Attention to Detail, Adaptability, and Reliability

Physical Demands and Work Environment

This office-based position requires regular verbal communication and hearing, frequent use of hands and fingers, and routine computer, telephone, and office-equipment use. The employee occasionally stands, walks, sits, reaches with hands and arms, and lifts or moves up to 10 pounds. Close vision, distance vision, and the ability to adjust focus are required. The usual noise level is low to moderate. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.