Receptionist, Medical III

Call Center And Front Desk Support

Call Center:

If an employee's main tasks are dedicated to incoming calls in a Call Center environment; the primary purpose of this position is to handle incoming calls while maintaining a minimum of 93% availability of staffed sign rapidly and accurately on time during scheduled hours. Employees will meet the department specific agent expectations regarding measurement and follow the defined guidelines and processes of the department.

Front Desk:

The primary responsibilities for employees providing support within a department are to greet patients, collect co-pays, schedule follow-up appointments and referrals and support departmental clerical duties.

Both areas will provide support to the department/site ensuring quality service through timely and courteous assistance and provide service support to patients who request our care.

Minimum Qualifications:

• Education, Experience or Equivalent Combination:

  • 6 months related experience

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • Accurate computer/keyboarding skills required.

  • Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients.

  • Must be proficient in the operation of the following types of equipment: telephone and headsets, PC, printer, photo copier and fax machine.

Preferred Qualifications:

• Education, Experience or Equivalent Combination:

  • Some medical background preferred.

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • Strong verbal and written communication skills

  • Human relations sensitivity and customer service skills

  • Listening and telephone etiquette skills

  • Medical terminology knowledge desirable

  • Comfort in asking patients for copays and race collection.

  • Ability to promote and maintain good patient relations and patient confidentiality.

  • Ability to work in a fast-paced and structured environment.

  • Ability to sit for long periods of time.

  • Ability to key for long periods of time.

Essential Duties:

1. Answer incoming calls in queue and support department internal lines.

2. Transfer calls accurately

3. Use provided scripts to support patient interactions.

4. Review and understand individual and team measures that support service goals.

5. Direct emergency calls in an appropriate manner according to department guidelines.

6. Greet and direct patients to appropriate patient care areas.

7. Perform patient check-in functions.

8. Complete necessary paperwork to support the patient visit.

9. Complete the closing process for collection of payments and co-pays.

10. Conduct patient reminder calls or prepare written notification for scheduled appointments.

11. Establishes and maintains department files and providers' schedules.

12. Keeps patients informed of office delays.

13. Follow department's emergency walk-in process.

14. Schedule appointments according to provider rules and guidelines.

15. Confer with patient to obtain and confirm pertinent billing and demographic information.

16. Complete the registration process in an accurate manner.

17. Direct patients with insurance questions/concerns.

18. Provide information to patients regarding locations and services.

19. Supports referral process.

20. Documents service requests.

21. Assure excellent proficiency in customer service skills.

22. Promote and maintain good patient relations and confidentiality.

23. May act as a mentor for new hires.

24. Supports and collects information for process improvement initiatives.

25. Supports and participates in the team environment that allows clear communication, positive support, and innovation.

26. Maintains neat and professional work area respectful of team members.

27. Performs other duties as assigned.

Organizational Expectations:

Values:

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

• Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.

• Maintains regular and timely attendance.

• Protects confidentiality.

• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)

Population Specific Competencies:

Departments will need to determine the appropriate competencies in their areas for their specific patient populations documented in the essential duties section.

Examples of items that can be included are:

• Identifies expected outcomes for a plan individualized to the patient or situation specific to the needs of the population served.

• Communicates effectively with patients, families, and team members.

• Integrates practices that supports patient safety, acknowledges variations in populations served.

• Anticipates the needs of the population served as well as the unique characteristics of the communities served.

• Anticipates the needs of the population in providing culturally responsive care and develops an individualized plan for patients and families.

Leadership Responsibility:

Please describe the degree to which the position directs the work of others or coordinates workflow of a clinic, department, or functional area. If applicable, indicate the number of people and the titles for which this position directly and/or indirectly directs the work of others or coordinates workflow.

NA

Critical Job Demands:

Section 1: Place an "X' next to ONE of the terms that best describes the frequency for each of the Critical Demands.

Section 2: Place an "X" next to ONE of the terms that best describes the Strength Rating for this job classification which is expressed by one of five terms: Sedentary, Light, Medium, Heavy, and Very Heavy.

Note: During any patient handling task, if any caregiver is required to lift more than 35 lbs. of a patient's weight, assistive transfer devices should be used for the transfer.