Front Office Receptionist

Front Office Receptionist

The Front Office Receptionist is a member of our Care Team, responsible for conducting several key processes to provide an excellent customer service experience. This includes: welcoming and assisting patients/visitors to CMC, in person, on the phone, or via our text-based platform; referring patients/clients/visitors to the appropriate departments; making appointments for patients according to established Center protocols; assisting patients/clients with forms or general information; assisting with Empanelment and Team-based care efforts; Performing robust confirmation calls, pre-visit planning, chart scrubbing, red carpeting, updating health records as directed. The Front Office Receptionist will follow team-based care best practices, facilitate patients' access to services, ensure continuity and coordination of care and improve provider utilization metrics at their assigned site. The Front Office Receptionist reports to the Front Office Supervisor or Center Manager at the site of assignment, for supervision, training, delivery of services and performance evaluations.

Specific duties include promoting the mission, vision, and values of the organization; warmly welcoming and greeting patients/clients/visitors to the clinic/department in person (red carpeting) or on the phone or via text, in a manner that is helpful and friendly; determining purpose of visit and directing patients/clients/visitors to appropriate person or department(s); performing any patient/visitor screening per CMC guidelines; registering patients within the Electronic Health Record. Accurately and timely collect, enter, scan or update, as appropriate, all pertinent patient data within the relevant system; scheduling appointments as needed, over the phone, in person or via CMC's text messaging platform, in accordance with CMC policies and guidelines. Follow check in and check out procedures in accordance with Front Office workflows and organizational guidelines; verifying accuracy and completeness of information, obtain necessary consents, and documentation on all patients upon registration and scheduling; screening patients for new address, contact information, new patient visit or update registration and inform patient of adequate information that must be presented at time of visit; screening patients for insurance and program eligibility. Verify insurance eligibility through proper insurance verification systems and updating payor codes. Submit correction of encounters with appropriate payor attached. Scan all insurance/program cards into Electronic Health Record; reviewing all upcoming and past appointments to ensure that patients have the most appropriate Primary Care Provider (PCP) assigned to them (Empanelment), review and adjust scheduled appointments as needed to allow patients to see their PCP as often as possible; conducting robust confirmation calls 1-3 days prior to appointment, confirms patient availability and collects all pertinent patient information prior to patient encounter; organizing appointments in the schedule per patient arrival times and provider availability (Tetrising), while clearly maintaining communication between the front and back office, and to the patient of any changes made to appointment times; utilizing pre-visit planning tools to decrease missed opportunities and improve quality of care. Attend clinic huddles and pull/review front office metrics and visit planning reports daily; attending routine department meetings, in service trainings, and other meetings as required to maintain professional growth and comply with the organization policy; practicing confidentiality and privacy protocols in accordance to organization policies and HIPAA requirements; maintaining timely communication with rest of the care team and the patient to notify them of any delays to the schedule, appointment cancellations or reschedules; following managed care procedures, as applicable to obtain authorization for services to ensure payment and reduce denials; assisting patients with patient portal education and registration; conducting outreach to new or established patients with gaps in care or access metrics and documents appropriately on patient record and/or enrollment manager; providing support for new staff training; scanning patient forms as appropriate; keeping up with clinical tasking, inbox, and keeps up with communication from center leadership through different channels; answering telephone, screens and routes calls appropriately, takes messages, and provides information, effectively and efficiently; opening and closing clinic buildings as required; accepting payments over the counter, fills out receipts and balances cash at end of day; handling patient complaints professionally and routes them appropriately to relevant site leadership team members; opening, sorting, and distributing mail; processing requests for medical records; traveling to different sites as assigned; performing other tasks as assigned.