Title: Medical Office Receptionist – Bilingual
Reports To: Practice Manager
Creation Date: May 15, 2015
The Medical Office Receptionist is responsible for:
Scheduling patient appointments at Turner House Children’s Clinic, completing patient check-in and check-out procedures and ensuring smooth patient flow.Answering telephone calls received at the clinic and properly handling in-person and over-the-phone requests from parents and guardians, working closely with clinic medical care teams to ensure professional, responsive and courteous customer service.Performing administrative and clinical support duties as assigned.
Financial responsibility – direct: Collects payments from patient parent/legal guardian, making change when necessary and accurately recording receipt of payments. Issues receipts and prepares daily receipt reconciliation.Financial responsibility – indirect: Obtains accurate and complete patient data according to clinic guidelines. Identifies patient insurance to ensure that insurers are billed. Schedules patient appointments, working to meet patient needs, ensuring provider schedules are full and clinic is scheduled at capacity.Staff supervision – direct: No Direct reports.Staff supervision – indirect: Works closely with providers, certified medical assistants, medical records staff, the Clinic Manager and other clinic staff in a care team setting to ensure patient service and clinic operations goals are achieved. Reports to the Practice Manager.
PRIMARY ACCOUNTABILITIESInformation Control
Gathers and maintains patient demographics and appointment records, ensuring that appropriate documentation is entered into the patient management system.Records and assigns primary care providers to patients.Ensures privacy of all patient information, in compliance with HIPAA and all applicable laws, regulations and clinic policies.Responds to urgent, impromptu, unplanned and emergency situations by assessing their importance, taking appropriate action and informing management. Accurately completes incident/occurrence reports with assistance of the supervisor and/or the clinic manager when necessary.
Schedules appointments with patients on phone and in person; ensuring patients are scheduled with their assigned primary care provider and appropriate appointment type.Reschedules patients’ missed appointments; identifies and records missed appointments in the practice management system.Informs patients and parents/legal guardians of materials to bring to appointments. Informs patients with details of scheduled appointments, including appointment provider, and wait times if applicable.Makes reminder phone calls to parents/guardians for all clinical appointments; documents phone calls made and acknowledgements.
Registration and Check-In/Check-Out
Communicates clearly, professionally and politely to gather relevant information from patients and their parents/legal guardians.Prepares registration forms at applicable visits, verifies and updates demographic and insurance information for each patient visit.Ensures patients and parents/guardians are informed of HIPAA policies, appropriate THCC contact information, patients’ rights and responsibilities, clinic fees/accepted insurance, internal procedures and the clinic’s patient-centered medical home approach to healthcare.Distributes information in written form to patients and parents/guardians at new patient registration visit and other points of contact as appropriate.
Completes accurate and detailed telephone encounter documentation for clinically related phone calls and forwards as appropriate.Checks clinic voice mails before clinic sessions and throughout the day; documents messages for clinical and nonclinical calls and follows-up on all messages appropriately and in a timely manner.Answers incoming calls and ensures that incoming phone calls are answered during business hours.
Treats guests, patients, patient parents/legal guardians, volunteers and all other persons entering the clinic with courtesy and respect.Responds promptly and appropriately to customer requests.
Develops and reviews an annual self-development action plan with management to ensure on-going satisfactory performance.Maintains compliance with annual and periodic job related competencies.Completes scheduled trainings in OSHA, HIPAA and other regulatory compliance as required.Completes annual skills and competencies re-certification according to THCC standards.Attends meetings as required.Maintains compliance with all THCC administrative, clinical, and personnel policies and procedures and with the THCC Standards of Excellence.Other duties as assigned.
ESSENTIAL FUNCTIONS/KEY COMPETENCIES
Demonstrates great attention to detail; monitors and checks work or information and plans and organizes time and resources efficiently.Demonstrates an ability to remain calm under pressure, handling stress in positive ways.Demonstrates dedication to meeting the expectations and requirements of patients and patient families; acts with patients and patient families in mind; establishes and maintains effective relationships with patients and patient families and gains their trust and respect.Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages and genders; supports fair treatment and opportunity for all.Has the functional skills and technical knowledge to do the job at the highest expected level.Makes appropriate decisions, using available resources and problem-solving skills, to achieve positive outcomes for patients, visitors and staff in balance with sound business practice.
High School diploma; some college preferredCurrent CPR certification, maintained through employment
Two years relevant work experience, preferably in a medical settingTwo years preferred experience with an electronic health record systemProficient computer skills (MS Windows, Office)