CLINIC RECEPTIONIST

Clinic Receptionist

Responsible for greeting patients/customers at the Rural Health Clinics. Ensures that all patients are checked in quickly, accurately and in accordance with hospital policy and procedures. Responsible for answering telephones, making appointments, maintaining patient charts and organizing all clerical duties.

Six months to one year of related experience and/or training; or equivalent combination of education and experience. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and write English. Bi-lingual (Spanish preferred). Ability to speak effectively before groups of customers or employees of organization.

Position-Specific Standards:

1. Greets patients and assists them with registration forms and health information forms.
2. Handles all incoming telephone calls and exercises judgment as to the urgency or other nature of the calls and directs them to appropriate personnel.
3. Makes future appointments and answers all inquiries.
4. Completes various agency forms and records.
5. Types and maintains all patient medical files.
6. Inventories and orders all office supplies regularly.
7. Performs clerical duties, i.e., photocopying, A-Z filing, as well as other duties assigned.
8. Review patient chart for accuracy of billing information and ensure medical/legal compliance with Consent for Treatment and third-party requirements, such as pre-admission authorizations and second surgical opinions.
9. Assure timely distribution of all paperwork to all involved areas, such as Business Office billing and physician's offices.
10. Ensure enforcement of hospital collection and insurance verification policies.
11. Translate for patients and/or staff.
12. Register patients into the HMS system.
13. Obtain prior authorizations.
14. Call and confirm patients for appointments.
15. Enroll patients into CHDP gateway, CDP and HAP programs.
16. Collect money from patients and distribute receipts.
17. Assist with referrals.
18. Must be able to demonstrate the knowledge and skill necessary to provide care and/or services appropriate to the age of the patients served in his/her assigned area. The skills and knowledge needed to provide such care may be gained through education, training or experience.

General Standards:

1. Provides an environment that demonstrates competence, caring, and commitment to external and internal customer satisfaction.
2. Immediately greets/acknowledges guests' presence in a courteous and caring manner.
3. Demonstrates the ability to prioritize and deal with immediate guest needs first, and paperwork processing second.
4. Demonstrates appropriate customer relations communications skills, actively listening, maintaining eye contact, using guest names, anticipating customer needs, and proactively offering assistance.
5. Demonstrates good rapport and cooperative working relationship with all hospital staff.
6. Answers the telephone professionally, identifying self and department. Handles telephone information requests with courtesy, accuracy, and respect for confidentiality. Returns telephone voice mail and messages appropriately.
7. Maintains the confidentiality of patient and facility records and information.
8. Does not abuse or take advantage of sick time or personal days off. Provides proper notification for absence or tardiness. Reports to work as scheduled; is consistently ready to work at start of the assigned shift. Reports off duty as scheduled; does not abuse overtime policy.
9. Makes best use of time during assigned shift. Coordinates activities to achieve maximum productivity and efficiency during assigned shift. Attends to personal affairs on own time to avoid disrupting the work schedule.
10. Performs duties in an independent manner with minimum supervision.
11. Adjusts personal schedule to complete workload when requested.
12. Completes time sheet accurately and on a daily basis.
13. Utilizes company supplies efficiently.
14. Conducts himself/herself in a professional manner at all times.
15. Observes the Hospital/department dress code and wears ID badge.
16. Attends all required education/in-service meetings.
17. Complies with hospital safety and disaster policy and procedures. Demonstrates knowledge of and adheres to hospital and departmental safety regulations, disaster plans, infection control policies, and fire safety regulations, hazardous materials protocol.
18. Demonstrates a working knowledge and understanding of National Patient Safety goals.
19. Provides safe transportation of patients to and from the patient care units, registration area, and emergency treatment area.
20. Identifies and reports unsafe practice and/or procedures as related to patient care.
21. Identifies and reports unsafe conditions noted hospital wide that could contribute to potential falls or injuries by staff, patients, or visitors.
22. Responds to and uses disaster codes appropriately.
23. Demonstrates ability to coordinate activities with other departments to promote effective workflow.
24. Ensures that Hospital confidentiality of patient information policies and guidelines are observed.
25. Performs other related duties as assigned or requested.