Front Office Receptionist

This position is responsible for day-to-day administrative and general office duties including: answering multiple phone lines, checking patients in and out, processing of copays and deductibles, assisting patients with questions, working with clinical staff in the flow of patients through the practice, sending faxes, referral requests, and other front office duties.

*For Front Office Receptionists who will rotate throughout the clinic, some evenings and approximately seven Saturday sessions per year are required.

Primary Job Responsibilities:

1. Welcomes patients/clients/visitors, determines the purpose of visit, and directs them to appropriate person or department(s).
2. Monitors, and evaluates quality assurance activities, ensuring compliance with standards, laws, regulations, and procedures.
3. Greets all patients warmly and makes them feel welcome from the time of check-in to check-out and also makes patients feel welcome if the interaction is strictly over the phone.
4. In accordance with HIPAA regulations, responds to requests from authorized representatives, families, and concerned patients regarding patient service issues in a professional manner.
5. Understands workflow for medication specialist, referrals, new patient protocols, and other workflow operations.
6. Responds in timely manner to task box (task box clear by end of shift at 5:00 pm).
7. Answers calls in the queue in a timely manner to assist phone room.
8. Updates all patient insurances accurately.
9. Promptly and professionally answers telephone calls. Routes calls appropriately, offering voice mail, paging, or redirection of calls as needed.
10. Knowledge of workflow process of Phreesia and NextGen EHR systems.
11. Facilitates patient flow and communicates delays with patients and clinical staff.
12. Follows all practice policies on safety and security compliance as they relate to HIPAA and OSHA.
13. Based on knowledge of insurance practices, explains financial requirements to the patients or responsible parties and collects copays as required.
14. Responsible for keeping the reception and patient waiting areas, and office files clean and organized.
15. Other duties as assigned: opening lobby, changing phone over from Same Day Care (SDC), stocks supply areas, maintains lobby flow and cleanliness, sends faxes, and distributes mail.
16. Able to work Saturdays and evenings as required.

Experience: One to two years of experience in customer service or reception, preferably in a medical office setting.  Prefer completion of a course in Medical Terminology.

 Education: High school diploma or equivalent.

 Additional Requirements:

• Ability to work as part of a team.
• Conflict resolution skills.
• Professional and friendly demeanor.
• Good work ethic.
• Willingness to work evenings and/or weekends as needed.

Performance Requirements:

Knowledge:

1. Computer skills, including the ability to use spreadsheets and word processing software.
2. Knowledge of basic math and modern office procedures, including proper telephone etiquette.

Skills:

1. Ability to self-manage and exhibit organizational and time management skills.
2. Ability to use multi-line phone system, including transferring calls.
3. Ability to exercise a high degree of diplomacy and tact while multi-tasking, organizing and scheduling patients, including the ability to articulate well when engaging with patients.
4. Problem solver and willingness to accept feedback when handling patient questions or concerns.

 Abilities:

1. Ability to competently use Google products including email, including understanding and use of electronic medical record (EMR) software.
2. Ability to work well under pressure with minimal supervision.
3. Ability to obtain information to route calls to the appropriate person.
4. Ability to prevent, calm, and/or defuse upset callers and patients, working with them to identify concerns and properly direct calls.
5. Able to multi-task with various projects with a high degree of accuracy.

Equipment Operated: Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.

Work Environment: Well-lighted medical office or reception area. Exposure to communicable diseases and other conditions related to clinic setting. Work may be stressful due to high patient volume. May sit for extended period during shift.

Mental/Physical Requirements: Physical and mental abilities to perform tasks normally associated with a Receptionist involving sitting approximately 90% of the shift with occasional standing, walking, reaching and lifting. Periodic stress occurs from number of calls and patient reception duties.

To apply, send resume to arrigan∂wfpc.biz">THarrigan∂wfpc.biz.