Medical Receptionist (Clinics) - Hillsboro Medical Center

The Medical Receptionist is the first point of contact for new patients/families, the familiar voice for current patients/families and an appointment coordinator. The work environment is a combination of multi-line telephone use, insurance hub, receptionist and scheduling coordination.  This position involves assisting with the check-in and checkout processes. Gathers and records required information about patients and routes it appropriately; provides specific customer services which include, confirming health insurance coverage and individuals obligations, obtaining necessary authorizations for care, scheduling appointments, and assisting patients in an office or clinic setting. This position requires out of the box thinking, strong ability to multi-task and above all else, exceptional customer service skills. 

Responsible for all front desk tasks in the office including but not limited to the following: Greets and checks patients in and out. Operates multi line telephone system and handles each call according to clinic protocols. Enters information into computer. Schedules new and established patient appointments on computerized scheduling system. Takes accurate and detailed messages and routes them appropriately within the clinic.

KEY RESPONSIBILITIES 

Performed majority of the time -- 

·       Checks in patients to include gathering patient information, entering into computer, collecting co-payments, creating new charts and handles insurance information appropriately.

·       Checks out patients to include addressing any additional patient concerns or needs.

·       Schedules patient correctly through EMR and within provider guidelines.

·       Answers telephone and triages calls to determine urgency; transfers and/or leaves messages for MA/RN staff (including voice mail) and follows-up on telephone inquiries; directs callers to other providers, staff or departments when appropriate.  Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees.       

·       Monitors missed appointments and handles per protocol.

·       Obtains prior medical records and studies if appropriate

·       Appropriately routes faxes, prescription refills, test result requests and insurance inquires.

·       Updates financial record for customers, entering all information from patients directly into computer in a concise and professional manner regarding patient concerns, questions and agreements regarding their bill statements, payments and insurance information.

·       Collects, sorts and distributes mail daily.

·       Responds to correspondence as appropriate, by telephone and/or in writing.

·       Maintains organized work area.

·       Closes clinic by balancing cash drawer, completing deposit and pulling next day’s charts.

·       Completes insurance referrals by referring patient to proper specialist, preparing paperwork, obtaining authorization from insurance company and handling denials and problems.

·       Sends copies of chart notes to primary care physicians and patient accounting as needed.

Performed occasionally but critical to successful performance of the job:

·       Attends monthly full staff meeting.

·       Communicates supply needs in a timely manner to the ordering person.

·       Attends insurance workshops and reads insurance updates.

·       Completes all mandatory education and licensure requirements to meet state, professional and regulatory requirements.

Decision making and budget responsibilities:

·       Impact limited to the employee.

·       No budget responsibility.

Assigned direct reports:

·       N/A

JOB SPECIFICATIONS

Education:

Required

·       N/A

Preferred

·       High school graduate or GED.

Experience:

Required

·       N/A

Preferred

·       Prior medical clinic experience.

·       Experience using an EMR.

Licenses, Certifications and/or Registrations:

Required

·       N/A

Preferred

·       Current BLS certification.

Job Related Skills, Abilities and Behaviors:

Required

·       Demonstrates proper appearance and personal conduct for the employee's particular job.

·       Uses effective communication skills taking into consideration body language, filters, listening, paraphrasing, and questions with customers of diverse ethnic and cultural backgrounds.

·       Demonstrates good telephone skills and interpersonal communication abilities.

·       Demonstrates good grammar, and spelling abilities.

·       Demonstrates excellent customer service skills.

·       Demonstrates good organization skills and ability to multitask with frequent interruptions.

·       Demonstrates ability to function independently with minimal supervision.

·       Models effective working relationships with all health care team members, patients and others.

·       Demonstrates working knowledge and understanding of medical terminology and insurance authorization processes

·       Understands and applies insurance coverage pertaining to co-payments, referrals.

·       Demonstrates scheduling of a new and established patient. Follows walk-in patient protocol.

·       Follows computerized scheduling template protocol when scheduling patient appointments. 

·       Basic computer skills including word processing. Windows applications, on-line scheduling, and a preference for data-base skills.

Preferred

·       Bilingual in Spanish and English.

Other:

Required

·       N/A 

Preferred

·       N/A