Job Details

IMA Front Office Receptionist Job Description

Department: Front Office

Reports To: Front Office Lead(s), Practice Administrator, & Managing Physician & CEO

Job Summary: Responsible for professional customer service through face-to-face and telephone interactions.

Essential Job Duties

• Greet patients and visitors

• Perform opening and closing duties daily

• Monitor public activity in patient waiting area and elevator lobby

• Maintain public area in a neat and orderly manner

• Assure that reading materials and refreshments are available to the public

• Answer phones and in-person inquires, direct inquires to appropriate area or person

• Distribute telephone inquiries generated to the appropriate department or person

• Receive and route faxed, couriered, and other incoming documents in an accurate and timely manner

• Receive and route messages in an accurate and timely manner

• Prepare incoming faxes to be delivered

• Maintain numeric filing system for patient's medical charts, including preparing, filing, pulling, copying, routing, and locating missing charts

• Receive and process daily request for release of medical records in accordance with legal requirements concerning release of medical information

• Prepare charts for next day appointments

• Answer phone referral inquires

• Schedule new patient appointments

• Direct referrals/records to appropriate physicians/staff members

• Schedule and reschedule appointments

• Verify appointments and procedures

• Schedule tests as ordered by physician

• Operate multi-line switchboard and direct telephone inquires

• Receive and process telephone requests

• Take detailed messages for medical staff and physicians as appropriate

• Establish patient financial responsibility

• Collect and verify payer information and input information into computer system

• Collect payment for visits

• Enter correct patient information into the electronic medical record system

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

• Open and resend returned mail

• Document returned mail in electronic medical records system

• Maintain patient confidentiality in all matters at all times

• Attend department and staff meetings; contribute suggestions/recommendations

• Participate in OSHA Health and Safety Program. Failure to comply with requirements of OSHA Safety Program would be addressed as any disciplinary action problem as discussed in the Employee Handbook

• All other duties as assigned.

Secondary Job Duties

• Count and verify money in cash drawer

• Print physician schedules

• Prepare "On-Call" schedule

• Verify that all charts needed for appointments are available

• Pick up physician mail from Alaska Regional Hospital

• Count and balance the day's financial activity

• Prepare for daily deposit

• Log all incoming new patient referrals

• Run reports for physicians regarding new patient referrals

• Purge inactive charts yearly for storage

• Supply department and request supplies as needed

• Maintain display board in lobby

• Cross train in other departments

• Maintain a clean and organized work space

• Maintain a neat and professional appearance as specified in the dress code policy

Requirements

Minimum Requirements

• One year experience in a position with high public contact

• Experience in a medical office is preferred

• Knowledge of medical terminology is preferred

• Ability to efficiently use Microsoft Windows programs

• Ability to use a fax machine, copy machine

• Ability to be congenial, calm and effective under pressure

• Ability to deal effectively with angry and upset patients

• Ability to deal effectively with and resolve conflict situations

• Ability to communicate and interact diplomatically and politely with patients, the public and co-workers

• Ability to use the English language both orally and in writing

• Ability to read and follow written instructions

Education: High school graduate and / or GED required.

Experience: Preferred 1 year customer service and / or medical office receptionist experience.

Work Environment: Work is performed in a medical office environment that is well lighted and well ventilated. Work may be stressful at times due to a busy office and the responsibilities of the position. This position involves continual interaction with IMA personnel, patients, and other servicers within the Anchorage, AK community both face-to-face, through means of written correspondence, and on the phone.

Physical & Mental Requirements: Manual dexterity for office machine operation including computer and calculator; stooping, bending to handle files and supplies, mobility to complete errands or deliveries, or sitting for extended periods of time. At times, stress can be triggered by multiple staff demands and deadlines. Must possess the physical and mental abilities to perform the tasks normally associated with a Front Office Receptionist role such as some walking, bending, and reaching. Repetitive use of computer may lead to nerve damage without ergonomic measures. Must be able to handle the stress from the responsibilities associated with this position.

Position Type/Expected Hours of Work

The employee must be available during the work hours of 7:30 am and 5:00 pm, Monday through Friday, and is scheduled to work 40 hours each week to satisfy the needs of this position. Weekly hours requirements will remain flexible to accommodate the needs of IMA.