Job Details

Description:

Front Office Reception:

1. Welcomes patients/clients/visitors, determines the purpose of visit and directs them to appropriate person or department(s).
2. Promptly and professionally answers telephone calls. Routes calls appropriately, offering voice mail, paging, or redirection of calls as needed.
3. Phones or tasks employees to meet patient needs and directs patients to appropriate waiting areas.
4. Facilitates patient flow and communicates delays with patients and clinical staff.
5. Follows all Clinic policies on safety and security; maintains restricted areas safe by safeguarding keyless entry codes and computer system passwords in strict confidentiality.
6. Appropriately and courteously screens solicitors for relevance to organization needs.
7. Explains financial requirements to the patients or responsible parties and collects copays, coinsurances, outstanding balances, as required. Coordinates with billing personnel if clarification is needed and ensures accuracy in processing and posting of collected payments.
8. Responsible for keeping the reception and patient waiting areas, and office files clean and organized.
9. Monitors medical office supplies and inventory needs, requests orders and oversees office equipment maintenance. Alerts Administration promptly if IT issues arise.
10. Schedules appointments for patients either by phone when they call in or in person after an office visit.
11. Uses manual/computerized system to match physician/clinician availability with patient's preferences in terms of date and time.
12. Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. Monitors daily schedules for physicians/clinicians or medical assistants prior to each day's visits to ensure no discrepancies and minimal gaps in the clinic schedule.
13. Ensures that updates (e.g., cancellations or additions) are input daily into master schedule.
14. Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to front office or scheduling. Consults with supervisor about any system problems.
15. Uses customer service principles and techniques to deal with patients calmly and pleasantly.
16. Receive and process daily request for release of medical records in accordance with legal requirements concerning release of medical information.
17. Prepare charts for next day appointments.
18. Direct referrals/records to appropriate physicians/staff members.
19. Schedule and reschedule appointments.

20. Verify appointments and procedures.

21. Schedule tests as ordered by physician.

22. Operate multi-line switchboard and direct telephone inquiries.

23. Accurately scan/import required paperwork into the electronic medical record system.

24. Open and resend returned mail and document returned mail in electronic medical records system.

25. Monitor the phone que to ensure call volumes do not exceed 5 minutes. If call volumes exceed 5 minutes, notify supervisor and request assistance from the business office.

26. Performs other duties as assigned.

Knowledge:

• Knowledge of clinic policies and procedures.
• Knowledge of medical terminology and insurance practices.
• Knowledge of computer programs and applications.
• Knowledge of grammar, spelling, and punctuation to type, review and edit reports, documentation and correspondence.
• Knowledge of basic arithmetic to make calculations, balance and reconcile figures, and make changes accurately.
• Knowledge of CPT and ICD-9 coding.

Skills:

• Skill in operating office equipment
• Skill in handling paperwork/filing adequately.
• Skill in handling incoming phone calls and triaging appropriately.
• Skill in written and verbal communication.
• Skill in gathering, interpreting, and reporting insurance information.
• Skill in trouble-shooting insurance issues and resolving appropriately.

Abilities:

• Ability to type 45 words per minute using word-processing software. Able to learn/use other computer programs including Microsoft Excel, e-mail, Internet, and Microsoft PowerPoint.

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