LEAD RECEPTIONIST (153)

Job Summary: To enhance customer service by providing peer leadership with organizational authority within the receptionist teams to make necessary decisions.  Be available for staffing or other decisions when supervisor is absent.

Hourly Range: $26.70-$31.85 DOE

Specific Tasks/Duties Include:

All duties in the current Receptionist or Receptionist II position are included in the duties for this position.  In addition:

• Assist with training of new staff.
• Monitor patient flow at front desk and on the phones to be aware of current demand.
• Monitor phone systems and greetings.
• Maintain contact with back office to facilitate keeping patients informed of provider delays.
• Create staff schedules and coverage.
• Coordinate 15 minute breaks during clinics.
• Track patient visits and no-shows.
• Be available during clinic hours to answer questions about clinic flow and to solve problems during absence of supervisor.
• Organize and maintain current procedure and protocols information where it is accessible to staff.
• Assist with review and development of Procedures and Protocols and the role of the Receptionist as part of the patient care team.
• Input provider/resource schedules in EMR.
• As trained, serve as a Superuser for eCW in areas of Reception.
• Maintain conference room schedule(s). As trained, able to support IT set up in conference rooms.
• Opens schedules, can put blocks in schedules.
• May be assigned to expanded front office duties such as, ordering office supplies, managing petty cash, providing support for billing clean up and reminders.
• Participate in aligning support for Behavioral Health referral and schedules within Site protocols.
• Participate in data validation teams in access and experience areas.
• Distribution of required data field lists to appropriate MR staff for correcting/updating.
• Participate in SRCH committees.
• Participate in ongoing training.
• Perform additional duties as assigned by supervisor.

Minimum Requirements:  

Education:

• High School diploma or equivalent.

Experience:

• Demonstrated Excellence in all areas of the Receptionist position.
• Internal Candidates:
  • Minimum 6 months as a Level II employee (such as MR II, MA II, HIM II, etc.) at SRCH required. [or]
  • Minimum 12 months as a Receptionist at SRCH required for departments without Level II positions.
• External Candidates:
  • Minimum of 2 years of experience in the medical field required, preferably as a Medical Receptionist.

Knowledge and Skills:

• Fluency in English and Spanish (speak, read and write) required.
• Demonstrates proficiency with all tasks on the most current Lead Receptionist competency list.
• Demonstrates knowledge of compliance issues within the community clinic environment.
• Demonstrates a willingness to report any incident that is unusual or incompatible with accepted clinic procedures.
• Maintains confidentiality of patients at all times by complying with HIPAA policies.
• Strong interpersonal skills. Ability to be sensitive with persons of various social, cultural, economic and educational backgrounds.
• Proficiency with Microsoft Office applications including Outlook, Word, Excel and PowerPoint.
• Strong organizational skills with ability to prioritize projects, work relatively independently, manage multiple tasks, and meet deadlines.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.
• Knowledgeable with back office flow and health education background.
• Knowledgeable with Pediatric and Teen resources in the community.
• Good judgment, problem solving and decision-making skills.

SRCH is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

Physical Requirements:  

While performing the duties of this job, this position is frequently required to do the following: 

• Use standard office equipment and access, input, and retrieve information from a computer.   Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time. 
• Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population. 
• Give and follow verbal and written instructions with attention to detail and accuracy. 
• Perform complex mental functions; collect, interpret, and/or analyze complex data and information. 
• Vision: see details of objects at close range.
• Coordinate multiple tasks simultaneously. 
• Reach forward, up, down, and to the side
• Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.
• Lift up to 20 pounds.

SRCH provides reasonable accommodation for individuals with a physical or mental disability to apply for jobs and to perform the essential functions of their jobs unless it would cause an undue hardship.