Receptionist / Call Center Plano

Job Purpose

This position will be located in the Plano Office and will provide call center support services for multiple physicians / locations. The position will report directly to the Patient Services Manager. The Receptionist is responsible for performing a variety of general customer service and administrative support duties associated with patient scheduling and intake processes. May also perform routine front desk duties within the clinic. Follows standard procedures and pre-established guidelines to complete tasks.

Texas Retina Associates is Texas’ largest, most experienced ophthalmology practice focused specifically on the diagnosis, medical and surgical management of diseases of the retina and vitreous. Our fellowshipped and specialty trained physicians care for the most complicated retina conditions such as ocular cancer and uveitis. This physician owned medical group provides services at 15 locations throughout the DFW metroplex, Waco, Wichita Falls and Lubbock. 

Essential Duties

Excellent skills in customer service and effective interpersonal communication.

Ability to multitask and prioritize a variety of duties.

Accurately completes the patient check-in and check-out process when assigned front desk duties. 

Completes paperwork and computer data entry to ensure the process is efficient and all requirements have been met.

Completes all check-out functions including pricing services, collecting payments and scheduling follow up appointments.

Scheduling in a friendly, efficient, accurate, timely manner and completes according to office guidelines.

Prepares charts for patient appointments making sure all necessary information is complete.

Follows up with patients regarding the Missed Appointment Policy and sends out the appropriate communications.

Obtains accurate patient access related hard copy materials into the correct location within the electronic medical record (EMR).

Answers phone calls promptly and directs them appropriately.

Excellent computer skills, including but not limited to, email, EMR and tasking to physician, scribe or medical assistant in order to avoid interrupting clinic. 

Must be a self-starter and able to work well in a team environment.

Work with co-workers to resolve concerns / errors.

Contacts patients to verify patient demographics and insurance providers, updates information in systems, and documents conversations.

Participate in the implementation of procedures to improve the quality of work being processed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Minimum Education and Experience

High School diploma or equivalent required.

Minimum two (2) years customer service experience required, preferably in a medical practice setting. Experience within an Ophthalmic practice preferred. 

Demonstrated computer skills required. Experience with NextGen and Phreesia preferred.

Insurance verification experience is a plus but not required.

Must successfully complete required training within 90 days of occupying position.

Skills and Specifications

Work under minimum supervision and demonstrate strong initiative.

Make independent decisions when circumstances warrant; make prompt and accurate judgments.

Excellent communication with physicians, patients and staff is required. 

Must be articulate in English speech, writing and understanding. Bi-lingual is a plus.

Strong ability to listen, answer all questions as simply as possible and act when needed to resolve issues.

Excellent organization skills; solid attention to detail to ensure accuracy of information

Proven analytical skills; recognize, evaluate, solve problems, and correct errors, and develop processes that eliminate redundancy

Use independent judgement to escalate issues to manager as necessary.

Must be willing to work under pressure.

Excellent computer skills. 

Attend work as scheduled and/or required.

Complete all other duties as assigned.

Physical Requirements

Sedentary with prolonged sitting, talking and working at computer. 

Hear and use hands and fingers to operate and handle keyboards and controls

Occasionally required to walk, bend and reach with hands and arms

Must be able to occasionally lift, carry and/or move up to 25 pounds.

Specific vision abilities include close vision and the ability to adjust focus.