FRONT DESK RECEPTIONIST

Non-Exempt Clinic Position

This position is responsible for efficient patient workflow of the clinic in a pleasant, professional manner. This employee is responsible for sign-in of patient, accurate registration, and appropriate wait time before patient receives services. Answers telephone and schedules appointments; scans documents into ECW; monitors EFax to enter reports into ECW or process requests for medical releases without delays. Requires awareness of customer service expectations, desire to deal with the public and good communication skills.

Duties and Responsibilities

• Greets patients with a high level of enthusiasm and focus on excellent customer service.
• Performs accurate registration process: obtains consent for treatment, signature on HIPAA forms, scans insurance and picture ID, verifies correct patient demographics such as name, address, home & cell phone numbers, income and employment status.
• Utilizes web portals to verify patient's coverage and consistently documents effective and termination of coverage dates, primary & secondary coverage, deductibles and/or co-pays into ECW.
• If patient is uninsured, performance of annual reassessments and completing interval for self-declaration specific to sliding fee discount program.
• Collects consistently monies owed at time of service.
• Schedules appointments in appropriate time slots with emphasis on prompt appointments and smooth patient flow in the clinic; also keeps ECW scheduler updated by changing appointments to no-shows and cancellations.
• Follows same day appointments and call-in policy with an emphasis on monitoring current no-shows to allow for add-ons to the provider's schedule. Confers with nurses for adding patients onto the schedule as overbooks.
• Monitors patients in the waiting room regarding wait times & communicates any delays to the patient, as well as, communicating delays in patient flow to immediate supervisor.
• Answers telephone and acknowledges patient by the third ring, schedules appointments, and enters telephone messages as a telephone encounter into ECW with thorough documentation, date & time stamp or transfers call to appropriate line/individual.
• If scheduling an appointment on a new patient by phone, verifies full name, date of birth, social security #, correct address, phone #, and insurance information. Also inquires about self-referrals and transition of care as outlined in PCMH standards.
• Assists patients with requests for release of medical records obtaining consent for release.
• Scans documents into correct file folder in patient's chart (diagnostic reports, hospital records, consent forms, SFS/financial documents, requests, Advance Directives, etc).
• Works Efax for incoming faxes and transfers to correct patient account.
• Reviews & scans returned mail; documents Alert in ECW that address is incorrect.
• Deposits mail into outside drop box to ensure mail is delivered daily before picking up.
• Performs Close of Day activities to include balancing cash drawer to day sheets, verify all patients on the schedule have been checked out, check fax out box and re-send all failed faxes, secure keys, locks and lights in work area/waiting room/bldg.
• Checks patients out by scheduling follow-up appointment; printing appointment and clinical summary for patient.
• Turns over phones to answering service and shuts down all office equipment at end of work day.
• Performs other related duties as assigned by Clinical Coordinator and/or Practice Manager.
• Provide case management services, including assessing overall health, housing and social service needs of the individual and family, and potential eligibility for various insurance and other benefit programs and services. Utilize experience and independent judgment to make appropriate referrals and offer relevant information on available resources.
• Other duties as assigned.

Qualifications

• Demonstrates competency in working sensitively and respectfully with people of various cultures and backgrounds.
• Works successfully in unison with others to create an efficient, harmonious work environment with definite focus on team concept.
• Has knowledge & demonstrates all aspects of strong customer service skills.
• Understands and supports vision & mission of the organization with desire to promote goals of the practice.
• Understands Patient Rights afforded by HIPAA and the patient's right to informed medical decisions including Patient Centered Medical Home standards for care.
• Understands employee's responsibility to adhere to an established work schedule to ensure dependability and accuracy of work quality.
• High school graduate.
• Minimum of (1) one year's experience in medical environment.
• Computer literate including Microsoft Office and Word. Electronic Medical Record experience preferable also.
• Ability to handle multiple tasks at one time and still maintain accuracy.

Typical Physical Demands

Requires sitting for long periods of time. Requires manual dexterity to operate a key- board. Requires corrected vision and hearing to normal range. Requires working under stressful conditions (patients who are ill, multi-tasking).

Typical Working Conditions

Work is performed in a medical office environment. Interaction with others is constant and interruptive. Contact involves dealing with ill patients or upset clients. Occasional evening or week-end work.

Infectious Disease Exposure Level:

2

Job Relationships

Supervised by: Office Manager/ Business Manager

Employees Supervised: None