Front Desk Receptionist (Patient Experience Advocate)

Job Description

Job Description

SUMMARY/OBJECTIVE:

The Medical Receptionist/ Patient Experience Advocate (PXA) [Front Desk Receptionist] serves as the first point of contact for patients and visitors, creating a welcoming, professional, and compassionate environment while ensuring an exceptional patient experience from check-in through check-out. This position is responsible for managing front desk operations, coordinating appointments, collecting payments, verifying insurance eligibility, educating patients regarding recommended services, and facilitating communication between patients and clinical teams.

The PXA plays an essential role in supporting providers, improving clinic efficiency, maintaining accurate patient information, and helping patients successfully navigate their care journey. This position requires exceptional customer service, strong organizational skills, attention to detail, and the ability to multitask in a fast-paced healthcare environment.

RESPONSIBILTIES & DUTIES

· Greet patients and visitors in a friendly, professional, and compassionate manner. 

· Create a positive patient experience that reflects Salience Health's commitment to exceptional care. 

· Check patients in and out for scheduled appointments while ensuring demographic and insurance information is current. 

· Collect copayments, deductibles, balances, and other patient payments while accurately posting transactions. 

· Explain payment options and establish payment plans according to company guidelines. 

· Verify insurance eligibility and patient financial responsibility prior to appointments. 

· Schedule, reschedule, and confirm appointments for providers and ancillary services. 

· Educate patients regarding provider-recommended services, including therapy, cognitive testing, TMS, sleep studies, laboratory services, and other available treatments as appropriate. 

· Coordinate follow-up appointments and referrals to ensure continuity of care. 

· Monitor provider schedules and patient flow to maximize efficiency and minimize wait times. 

· Maintain an accurate understanding of provider schedules within the electronic medical record (EMR). 

· Respond to incoming telephone calls and in-person inquiries in a courteous and timely manner. 

· Route messages appropriately and ensure timely communication with patients and staff. 

· Work collaboratively with Medical Assistants, Care Navigators, Patient Liaisons, providers, and ancillary departments to support coordinated patient care. 

· Assist in resolving patient concerns and service issues while maintaining professionalism and confidentiality. 

· Stay informed of workflow updates, operational changes, and company initiatives. 

· Maintain patient confidentiality and comply with HIPAA and all company privacy policies. 

· Assist with maintaining a clean, organized, and professional front office, lobby, breakroom, and shared patient areas. 

· Participate in staff meetings, ongoing education, and process improvement initiatives. 

· Meet established performance expectations for scheduling accuracy, collections, patient satisfaction, and productivity. 

· Perform other duties as assigned.

ESSENTIAL FUNCTIONS/SKILLS:

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily.

• Deliver outstanding customer service to patients, families, providers, and visitors. 
• Manage front desk operations with professionalism and efficiency. 
• Accurately schedule appointments and maintain provider calendars. 
• Verify insurance eligibility and communicate financial responsibility. 
• Collect and accurately post patient payments. 
• Maintain accurate patient records within the EMR. 
• Communicate effectively with patients and interdisciplinary teams. 
• Protect confidential patient information in accordance with HIPAA regulations. 
• Prioritize competing responsibilities while maintaining accuracy. 
• Adapt quickly to changing clinic schedules and operational needs. 
• Support clinic operations by maintaining organized patient and common areas. 
• Demonstrate professionalism, accountability, compassion, and teamwork. 

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Work Environment / Working Conditions

• Primarily works in a professional outpatient medical clinic. 
• Frequent interaction with patients, providers, visitors, and interdisciplinary healthcare staff. 
• Fast-paced environment with frequent interruptions and changing priorities. 
• Regular use of computers, telephones, copiers, scanners, and other office equipment. 
• May occasionally travel between clinic locations as business needs require. 
• Typical work schedule is Monday through Friday; hours may vary based on clinic operations. 
• Occasional overtime may be required. 

Cognitive Demands

This position requires the ability to:

• Maintain concentration while managing multiple priorities. 
• Exercise sound judgment and discretion. 
• Process information quickly and accurately. 
• Solve problems independently while recognizing when escalation is appropriate. 
• Communicate professionally with patients experiencing emotional or behavioral health concerns. 
• Adapt to changing workflows and operational priorities. 
• Learn and retain new policies, procedures, and technology. 
• Maintain attention to detail while performing repetitive administrative tasks. 
• Manage stressful situations while maintaining professionalism and empathy. 

Physical Demands

While performing the duties of this position, the employee is regularly required to:

• Sit, stand, and walk for extended periods throughout the workday. 
• Frequently use hands and fingers for keyboarding and operating office equipment. 
• Frequently communicate verbally in person and by telephone. 
• Occasionally bend, stoop, kneel, crouch, reach, and lift. 
• Lift and carry up to 25 pounds occasionally. 
• Push or pull light office equipment or supplies when necessary. 
• Perform repetitive hand and wrist movements associated with computer use. 
• Use telephones and headsets for extended periods. 
• Occasionally assist with organizing or moving light office furniture and supplies. 

Vision Requirements

Specific vision abilities required include:

• Close vision for prolonged computer use. 
• Able to read documents & electronic medical records, distinguish colors, numbers, & text accurately. 
• Ability to adjust focus between computer screens and patient interactions, and to observe patients & clinic activity within the work area. 

ADA Statement

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

EEOC Disclosure

Salience is an Equal Opportunity Employer and is committed to creating an inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law. Salience is committed to providing reasonable accommodations to qualified individuals with disabilities and to applicants throughout the hiring process, consistent with applicable law.

Skills/Qualifications

· Exceptional customer service and interpersonal skills. 

· Professional appearance and demeanor. 

· Strong verbal and written communication skills. 

· Excellent organizational and time management abilities. 

· Ability to prioritize multiple tasks in a fast-paced environment. 

· Strong attention to detail and accuracy. 

· Ability to work independently while contributing to a collaborative team environment. 

· Critical thinking and sound decision-making skills. 

· Ability to de-escalate difficult situations professionally. 

· Strong problem-solving skills. 

· Comfortable learning new technology and software applications. 

· Proficient with Microsoft Office Suite and internet applications. 

· Experience using electronic medical records (Athena preferred). 

· Experience with Salesforce or CRM software preferred. 

· Working knowledge of medical insurance terminology and healthcare scheduling. 

· Ability to maintain confidentiality of patient and company information. 

· Adaptable to changing priorities and workflow. 

· Positive attitude with a commitment to continuous learning and professional development.

REQUIRED EDUCATION/EXPERIENCE:

· Associate degree preferred; high school diploma or GED required. 

· Equivalent combination of education and experience may be considered. 

· Minimum of one (1) year of medical reception, patient services, healthcare customer service, or front office experience required. 

· One (1) to three (3) years of customer service experience preferred. 

· Experience collecting patient payments and verifying insurance benefits preferred. 

· Experience working within behavioral health, primary care, or specialty medical practices preferred. 

· Athena EMR experience preferred. 

· Salesforce experience preferred.

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