IHAMI_Medical Receptionist III_3013

Job Title

Serves as a first point of contact for external customers in the office and on the phone, as well as a liaison between external customers and medical staff. Greets, instructs and assists customers in obtaining needed services within the office and IHA. Obtains and communicates necessary patient and office visit information to billing staff and facilitates efficient patient flow through the office and appropriate billing for services. Handles complex billing issues with patients. Serves as point person for Reception team in office and creates and administers Reception schedules. Trains new Reception employees.

Essential Job Functions

Performs all Essential Job Functions from Medical Receptionist II job description. Serves as Point Person for Reception team in office. Serves as go-to person when supervisor is not available. Acts as preceptor to provide guidance, training and support for newly-hired Reception staff and provides assistance and support for complex or unique transactions. Brings issues and errors made by Reception staff, along with remedy suggestions, to office leadership for approval and direction to speak to Reception staff regarding resolution process and expectations. Provides remedial training. Serves as main go-to person for providers that have issues with scheduling, medical records, etc. Assists with maintaining daily efficient workflow in the Reception area. Trouble-shoots workflow issues for resolution. Offers suggestions for workflow improvement. Handles moderate to more complex billing issues with patients. Escalates to Leadership, if needed. May initiate referral process. Creates and administers Reception schedules. Manages Guardian Revenue Report. Supports other offices, attends meetings and training as assigned. Performs other duties as assigned.

For those Medical Receptionist III's working in OBGYN and Surgery offices: Either performs the duties of the Surgery Scheduler or serves as the back-up for the Surgery Scheduler in their absence.

Organizational Expectations

Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of Trinity Health Medical Group. Must be able to work effectively as a member of the Reception team. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management. Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct. Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures. Maintains general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer and manual systems. Maintains strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences. Uses resources efficiently. If applicable, responsible for ongoing professional development maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

Measured By

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

Essential Qualifications

Education: High School Diploma or GED. Successful completion of The Customer Program and Billing 101. Course work in insurance/billing, medical practice education or seminars are preferred.

Credentials/Licensure: None

Minimum Experience: 1-2 years of experience in a medical or physician office or customer service environment preferred.

Position Requirements (Abilities & Skills)

Ability to oversee the work of others. Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette. Proficient/knowledgeable in patient care procedures and organizational policies related to position responsibilities. Understanding of verification of insurances. Service-oriented; responsive to customer needs and courteous in approach. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel/Outlook, intranet and computer navigation. Ability to compute mathematical calculations to perform position responsibilities. Knowledge of medical terminology to perform position responsibilities. Ability to work collaboratively in a team-oriented environment; displays professional and friendly demeanor. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, patients, family members, vendors, outside customers and couriers. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations. Good organizational and time management skills to effectively juggle multiple priorities and time constraints. Ability to exercise sound judgement and problem-solving skills. Ability to handle patient and organizational information in a confidential manner. Ability to travel to other office/practice sites and meeting and training locations. Successful completion of IHA competency-based program within introductory and training period.

Minimum Physical Expectations

Physical activity that often requires keyboarding, filing and phone work. Physical activity that often requires extensive time working on a computer. Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting. Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

Minimum Environmental Expectations

This job operates in a typical office environment with some exposure to contagious diseases/viruses. It requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.

Employee Acknowledgement

I acknowledge that I have reviewed this job description and I understand and can perform the essential functions and other requirements of the position, with or without accommodation. Any request for an accommodation must be made to Human Resources within 182 days of knowledge (or reasonably should have known) of the need for an accommodation. I agree that if there is anything in the job description that I do not understand, I will seek clarification from my supervisor or the Human Resources Department. I understand that IHA has the right to revise this job description at any time.

I acknowledge that IHA is an at-will employer which means that either I or the company can terminate the relationship at any time. This job description does not supersede the at-will status and does not constitute an employment contract for any specified period of time.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.