Front Desk Receptionist

GENERAL SUMMARY OF DUTIES:

Responsible for answering phones, making appointments, arriving patients at check in, posting charges and payments at check out, verifying insurance eligibility.

SUPERVISION RECEIVED:

Reports to Senior Front Desk Lead and Front Desk Assistant Lead.

SUPERVISION EXERCISED:

None.

ESSENTIAL FUNCTIONS:

A. Telephones:

  • Opens/closes switchboard following standard procedure.
  • Screens all calls and following clinic guidelines directs appropriately to physicians, other medical personnel, administrators and support staff. Keeps records of switchboard function as directed.
  • Takes messages following guidelines related to timeliness and accuracy and processes appropriately by documenting all patient related calls in the electronic health record and all non-patient related calls via the email messaging system.
  • Places return calls as required.
  • Pages staff and makes announcements as directed.
  • Announces emergencies following clinic protocol.
  • Assists other departments as directed.

B. Scheduling and Appointments:

  • Books, coordinates and reschedules patients appointments. Relays necessary messages to staff.
  • Greets and registers patients in a prompt, pleasant, and helpful manner.
  • Verifies necessary information and records in the practice management system and medical record.
  • Maintains and updates current information on physician's schedules ensuring that patients are scheduled properly and appointments are confirmed.
  • Answers telephone, screens calls, takes messages, and provides information.
  • Schedules appointments and admissions as requested and according to policy.
  • Answers questions regarding patient appointments and testing.
  • Assembles patients charts for next day visit. Updates profile on all patients.

C. Check In and Patient Arrival:

  • Greets the patient and parent with a smile, salutation and professional demeanor.
  • Updates all required practice management system database fields according to policy.
  • Provides required documents to the patient and parent for completion.
  • Gathers Id and insurance cards and scans them into the PM database.
  • Answers questions and directs patients, parents, visitors and staff in the lobby and reception area.
  • Manages walk in labs, specimen drop off, requests for completed forms.
  • Completes patient notifications, provider schedule assignments, and patient/parent forms for the next days schedules.
  • Collects, records, posts and reconciles all patient copays, coinsurances and past due balances.
  • Manages the flow of chart information to the clinical areas as well as in the electronic health record when the patient has arrived and is ready to be seen.

D. Check Out and Charge Entry:

  • Greets the patient and parent with a smile, salutation and professional demeanor.
  • Updates all required practice management system database fields according to policy.
  • Provides required documents to the patient and parent for their records or for completion.
  • Collects, records, posts and reconciles all patient copays, coinsurances and past due balances.
  • Posts in the practice management system according to policy all encounter form charges and reconciles twice per day to ensure all patients have been properly charged for their visits.
  • Answers questions and directs patients, parents, visitors and staff in the lobby and reception area.

E. Insurance Verification:

  • Verifies eligibility of patient with the patients insurance company through the use of the internet, telephone, ID cards and employers (for those on employer group policies).
  • Updates all required practice management system database fields and notes screens according to policy.
  • Reviews the daily schedule at required intervals to guarantee all patients are verified by the close of each day.

F. Works in a team oriented environment and participates in educational activities. May be assigned to specific medical TQM/QA team to help with studies of patient care.

G. Maintains strictest confidentiality and complies with HIPAA Privacy standards as they relate the healthcare clinic and Protected Health Information (PHI).

H. Security Level allows read and write access to Patient Health Records and Financial Data. Security Level is restricted from master and set-up files, operations files, all business financial records and data.

I. All other duties as assigned.

The job holder must demonstrate current competencies applicable to the job position.

EDUCATION:

High school diploma or GED.

EXPERIENCE:

Minimum of 1 years of experience in a field which required the use of computers and customer relations skills.

REQUIREMENTS:

None.

KNOWLEDGE:
  • Knowledge of clinic cash payment policies and procedures.
  • Knowledge of patient account policies and practices of clinic.
  • Knowledge of proper customer service skills.
SKILLS:
  • Skill in managing customer relationships in a professional and proficient manner.
  • Skill in using computer programs and a calculator.
  • Skill in computation, typing and filing.
ABILITIES:
  • Ability to make a difficult situation a positive one.
  • Ability to make mathematical computations.
  • Ability to work effectively with patients and co-workers.
  • Ability to communicate clearly.
PHYSICAL/MENTAL DEMANDS:

Requires sitting, stooping, bending lifting and standing associated with a normal office environment.

ENVIRONMENTAL/WORKING CONDITIONS:

Normal office environment. Extensive computer monitoring and use. May be required to work evenings, weekends and Holidays.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

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