Front Office Receptionist

SUMMARY:  The Medical Receptionist is responsible for all aspects of the front desk.  The Medical Receptionist must effectively and professionally manage patient flow from arrival to departure; perform various clerical duties; interacts with other clinic personnel, patients and visitors, and fellow employees to ensure good internal and public relations.  Medical Receptionist handles incoming calls, checks in patients according to established protocol for that office.  Medical Receptionist will also schedule appointments, along with other phone duties as required.

ESSENTIAL DUTIES AND RESPONSIBLITIES: Other duties may be assigned.

• Arrive 10 minutes prior to office opening – prepare office for morning appointments.
• Greet patients upon arrival, follow sign-in procedures and verify completeness of new/update patient information sheet.

• Enter new patient’s information into system or make necessary changes to established patients.

• Check for accuracy of insurance status, eligibility, account information, and all vital statistics.

• Have patient fill in new patient paper work - sign appropriate eligibility forms.
• Receive co-payments and follow department policies for cash management and reporting.
• Receive fee-for-service payments; complete receipt for patient.
• Answer incoming telephone calls; handle patient concerns or route to appropriate personnel.
• Schedule appointments for patients – paying special attention and assessing patients need for emergency appointments,
• Check e-mails periodically daily/respond to any requests.
• Check-out patients/collect any outstanding accounts due
• Contact billing department/other facilities on patient’s behalf with questions/concerns regarding billing.
• Complete opening/closing of area according to checklist, paying special attention to cash handling technique, and distribution of forms.
• Maintain/monitor doctor’s schedules, schedule doctors meeting w/pharmaceutical representatives.
• Monitor reception area; be able to assist patients with difficulties

• Place phones in night mode

• Must have predicable and consistent attendance
• Maintain front office area – free of clutter, expired magazines/materials; ensure HMA approved information is in reception/waiting area

SECONDARY RESPONSIBILITIES:

• Order front office supplies.
• Secure building, lock all entrances
• Monitor front lobby for cleanliness
• Maintain a clean and orderly work area.
• Handle interoffice requests.

SECONDARY RESPONSIBILITIES CONTINUED:

• Be aware of wait time and communicate delays to patients.
• Attend required meetings
• Assist/train new employees.
• Make/copy of appropriate information for records request when needed.
• Open mail; pull documents from fax machine and route appropriately.
• Maintain a clean and orderly work area.
• Review Phone Tree reports and conduct appointment reminder calls as appropriate
• Obtain (in advance) pre-certifications, PA’s and referrals when mandated by insurance company.
• Return patient calls in a timely manner.
• Contact pharmacy to order or refill prescriptions as instructed by physician, document appropriately.
• Keep physician informed of patient’s status and any pending test results.
• Tracking of all diagnostic studies to ensure results received and patient informed of results.
• Tracking of all initial specialist office visit appointments to ensure patient keeps appointment.
• Assemble encounter forms for next business day.
• Label paperwork with MRC/chart number for physician review; organize paperwork and send to scanning.
• Adhere to Quality Control Guidelines.
• Adhere to Customer Service Standards and HEARTS program.
• Perform other tasks as needed in assistance of physician.

• This job has no supervisory responsibilities.

QUALIFICATIONS

• Ability to cope with busy, challenging office environment.
• Strong customer service skills
• Excellent phone skills
• Pleasant, professional personality
• Good typing and computer skills
• Ability to communicate effectively both written and verbally.
• Two years’ experience or training in office procedures in a medical environment.

EDUCATION and/or EXPERIENCE

• High school education equivalent.
• 3-5 years’ experience office environment, preferably in the medical field.

• Skill in establishing and maintaining effective working relationships with patients, medical staff, and the public.   Ability to maintain quality control standards.  Ability to recognize problems and recommend solutions.  Ability to interpret, adapt and apply guidelines and procedures.  Ability to work in accord with all departments in order to facilitate smooth overall care for patient’s health and business concerns, as well as remaining in compliance with HMA’s policies to ensure we remain in compliance with all governing laws.

• None required.

• Must be able to sit/stand for  8 to 10 hours a day
• Requires regular walking, bending, pushing, pulling, twisting  and lifting
• Must be able to lift at least 10-15lbs
• Ability to delineate between numeric numbers

• Office environment-limited exposure to communicable diseases. 
• No exposure to blood-borne pathogens or contaminated body fluids