Front Desk Receptionist

Job Description

Job Description

Position Summary/Scope of Responsibility

The Centers for Advanced Orthopaedics LLC (CAO) is one of the nation’s largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia.  With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients; partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce.

The Front Desk Receptionist provides the first professional, knowledgeable, and caring impression for patients. The Front Desk Receptionist provides outstanding customer service by greeting patients promptly and in a welcoming manner, either in person or over the phone. Responsible for coordinating the daily administration of physicians, staff, visitors, and patients at a healthcare facility. The Front Desk Receptionist schedules appointments, answers patient inquiries, monitors stock and supplies, and ensures all patient information, including billing, is documented fully and accurately.

Primary Responsibilities:

The incumbent may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of CAO.

• Creates a welcoming atmosphere by greeting and attending to patients upon arrival in person and over the phone and notifies providers of patient arrivals.
• Maintains appointment schedule in an efficient and accurate manner to avoid overlap and optimize patient satisfaction and provider schedules.
• Manages multiline telephone system efficiently and politely, minimizing hold time.
• Ensures availability of treatment information by retrieving and updating patient records.
• Verifies financial records and collects patient charges while filing and expediting third-party claims.
• Maintains office inventory and equipment by anticipating supply needs and expediting supply orders. Including maintaining reception area in a neat and orderly condition.
• Obtains patient identification and insurance information and assists patients with completing needed documentation, insurance information, and billing questions.
• Proactively communicates efficiently and collaboratively with providers, nurses, medical assistants, and any other related staff to ensure a team awareness of scheduling, patient details, and potential service delays.
• Opens and sorts office mail. Delivers outgoing mail to the post office daily.
• Participates in the medical office emergency routine when required. Summons ambulance or EMS and assists other staff members as needed.
• Performs all duties in compliance with local, state, federal laws, and CAO policies and guidelines.
• Performs other duties as assigned.

Required Education & Experience

• High school diploma or equivalent required.
• Minimum of at least 2 years of medical office administrative experience required.
• A combination of relevant education and experience that equates to the requirements above may be considered.
• Proficiency with the Microsoft Office suite of products required. Experience working with medical record systems preferred.
• Proficient knowledge of medical terminology.

Competencies/Required Skills & Abilities

• Strong Interpersonal Skills - Ability to develop relationships and collaborate to achieve assignments.
• Confident and critical thinker who will seek input to ensure accuracy.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results.
• Strong analytical and problem-solving skills.
• Able to work independently.
• Exudes professionalism in presentation.
• Must be able to read, write, speak, understand, and communicate in the English language.

Physical Demands

• Must be able to sit for long periods of time and lift up to 25 pounds.  
• Must be able to use appropriate body mechanics techniques when performing desk duties.  
• Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting, and sitting.
• Adequate hearing to perform duties in person and over telephone.
• Must be able to communicate clearly to patients in person and over the telephone.
• Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.