Medical Front Desk Receptionist - Internal Medicine office

Job Description

Job Description

Benefits:

• 401(k)
• Bonus based on performance
• Competitive salary
• Paid time off

Position Summary

The Medical Front Desk Receptionist is responsible for creating a welcoming, professional experience for patients while ensuring accurate and efficient front-office operations. This position serves as a primary point of contact for patients and works closely with providers, clinical staff, billing, and management to keep the daily schedule and patient flow running smoothly.

The ideal candidate is dependable, organized, friendly, detail-oriented, and comfortable working in a fast-paced medical office while maintaining patient confidentiality and professionalism.

Essential Duties & Responsibilities

Patient Check-In & Check-Out

• Greet patients promptly and professionally upon arrival.
• Check patients in and verify demographic and contact information at each visit.
• Verify insurance information and ensure current insurance cards and identification are scanned into the patient's chart.
• Confirm required patient forms, consents, and acknowledgments are completed.
• Notify clinical staff when patients have arrived and are ready to be seen.
• Check patients out following appointments.
• Schedule follow-up visits as directed by the provider.
• Provide patients with appropriate paperwork, referrals, orders, or follow-up instructions when applicable.

Scheduling & Telephone Responsibilities

• Answer incoming telephone calls promptly and professionally.
• Route calls and messages to the appropriate staff member or department.
• Schedule, reschedule, and cancel appointments according to office scheduling guidelines.
• Accurately document patient messages in the EMR and route them to the appropriate clinical staff.
• Assist patients with general questions regarding appointments, office policies, and practice procedures.
• Monitor provider schedules for cancellations, openings, scheduling errors, or other issues that may affect patient flow.
• Contact patients regarding appointment changes when necessary.

Insurance & Patient Information

• Verify insurance eligibility and benefits when required.
• Confirm that insurance information is entered accurately into the patient's account.
• Identify potential insurance issues before the patient's appointment whenever possible.
• Confirm referrals or authorizations are available when required for the scheduled service.
• Communicate insurance or administrative issues to the appropriate billing, authorization, or management staff.
• Never guarantee insurance coverage or payment; direct patients to their insurance carrier when appropriate.

Payments & Financial Responsibilities

• Collect copays, deductibles, outstanding balances, and other patient-responsibility amounts according to office policy.
• Accurately process cash, debit, credit card, and other approved payment methods.
• Provide receipts and properly document payments in the patient's account.
• Discuss patient balances professionally and discreetly.
• Notify management or billing staff of payment discrepancies or patient billing concerns.
• Follow established procedures for daily payment reconciliation and front-desk financial transactions.

Medical Records & Administrative Duties

• Scan and properly label documents into the patient's medical record.
• Process incoming faxes and route documents to the appropriate staff member.
• Assist with medical record requests according to office policy and HIPAA requirements.
• Maintain accurate patient demographic and administrative information.
• Monitor front-office work queues, messages, and assigned tasks throughout the day.
• Assist with incoming and outgoing correspondence as needed.
• Maintain an organized and professional reception and waiting area.

Patient Service & Communication

• Provide courteous and respectful service to every patient.
• Remain calm and professional when assisting upset or frustrated patients.
• Protect patient privacy when discussing appointments, balances, medical information, or other confidential matters.
• Escalate patient complaints or concerns to the Office Manager when appropriate.
• Communicate effectively with providers, medical assistants, nurses, billing staff, and management.
• Help maintain efficient patient flow by promptly communicating delays or scheduling concerns.

HIPAA & Compliance

• Maintain strict confidentiality of all patient information.
• Follow HIPAA Privacy and Security requirements at all times.
• Verify patient identity before releasing protected health information.
• Follow office policies regarding authorized representatives and release of information.
• Keep computer screens, paperwork, and patient information protected from unauthorized viewing.
• Immediately report potential privacy, security, safety, or compliance concerns to management.
• Follow all applicable practice policies and procedures.

Daily Expectations

The Front Desk Receptionist is expected to:

• Arrive on time and be prepared for the start of the clinic day.
• Review the daily schedule and identify potential scheduling or insurance concerns.
• Maintain awareness of patients in the waiting room and communicate excessive wait times.
• Keep front-desk tasks, telephone messages, faxes, and work queues current throughout the day.
• Complete assigned duties before leaving whenever reasonably possible.
• Communicate unfinished or urgent matters to the appropriate staff member before the end of the shift.
• Maintain a clean, organized, and professional front-desk environment.

Qualifications

Required:

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong customer-service skills.
• Ability to multitask and prioritize responsibilities.
• Strong attention to detail and accuracy.
• Basic computer and data-entry skills.
• Ability to handle confidential information appropriately.
• Dependable attendance and punctuality.

Preferred:

• 1+ year of medical front-office or medical receptionist experience.
• Experience working in an internal medicine, family medicine, or primary care practice.
• Experience with electronic medical record systems.
• Knowledge of medical terminology.
• Familiarity with insurance eligibility, copays, deductibles, referrals, and prior authorization processes.
• Experience with eClinicalWorks (eCW) is a plus.

Skills & Competencies

Successful candidates should demonstrate:

• Professionalism and a positive attitude.
• Excellent organization and time-management skills.
• Accuracy when entering patient, insurance, and payment information.
• Ability to work effectively during busy clinic hours.
• Good judgment regarding when an issue should be escalated.
• Ability to accept direction and constructive feedback.
• Strong teamwork and communication.
• Compassion and patience when interacting with patients.
• Initiative and willingness to assist coworkers when needed.
• Reliability and accountability for assigned responsibilities.