POSITION DESCRIPTION:
Serves as a first point of contact for external customers in the office and on the phone, as well as a liaison between external customers and medical staff. Greets, instructs and assists customers in obtaining needed services within the office and IHA. Obtains and communicates necessary patient and office visit information to billing staff and facilitates efficient patient flow through the office and appropriate billing for services. Handles complex billing issues with patients. Serves as point person for Reception team in office and creates and administers Reception schedules. Trains new Reception employees. Assists office leadership with daily deposits and running and reviewing clerical reports.
ESSENTIAL JOB FUNCTIONS: The following job functions may not be the responsibility of all Medical Receptionist III’s. Some Medical Receptionist IIIs will be assigned work that has more focused responsibilities (example: Work Queues (WCs), complex billing issues, and/or assisting office leadership responsibilities, etc.).
Performs all Essential Job Functions from Medical Receptionist II job description. Serves as Point Person for Reception team in office. Serves as go-to person when supervisor is not available. Acts as preceptor to provide guidance, training and support for newly-hired Reception staff and provides assistance and support for complex or unique transactions.Brings issues and errors made by Reception staff, along with remedy suggestions, to office leadership for approval and direction to speak to Reception staff regarding resolution process and expectations. Provides remedial training. Serves as main go-to person for providers that have issues with scheduling, medical records, etc. Assists with maintaining daily efficient workflow in the Reception area. Trouble-shoots workflow issues for resolution. Offers suggestions for workflow improvement.Handles moderate to more complex billing issues with patients. Escalates to Leadership, if needed. May initiate referral process. Creates and administers Reception schedules. Assists office leadership with daily deposits and running and reviewing clerical reports. Manages Guardian Revenue Report.Supports other offices, attends meetings and training as assigned. Performs other duties as assigned.For those Medical Receptionist III’s working in OBGYN and Surgery offices:
Either performs the duties of the Surgery Scheduler or serves as the back-up for the Surgery Scheduler in their absence. ORGANIZATIONAL EXPECTATIONS:
Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.Must be able to work effectively as a member of the Reception team. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.Maintains knowledge of and complies with IHA standards, policies and procedures.Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.Uses resources efficiently. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities. MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
ESSENTIAL QUALIFICATIONS:
EDUCATION: High School Diploma or GED. Successful completion of The Customer Program and Billing 101. Course work in insurance/billing, medical practice education or seminars are preferred.
CREDENTIALS/LICENSURE: None
MINIMUM EXPERIENCE: 1-2 years of experience in a medical or physician office or customer service environment preferred.
POSITION REQUIREMENTS (ABILITIES & SKILLS):
Ability to oversee the work of others. Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette.Proficient/knowledgeable in patient care procedures and organizational policies related to position responsibilities.Understanding of verification of insurances.Service-oriented; responsive to customer needs and courteous in approach.Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel/Outlook, intranet and computer navigation. Ability to compute mathematical calculations to perform position responsibilities.Knowledge of medical terminology to perform position responsibilities. Ability to work collaboratively in a team-oriented environment; displays professional and friendly demeanor.Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, patients, family members, vendors, outside customers and couriers. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.Good organizational and time management skills to effectively juggle multiple priorities and time constraints.Ability to exercise sound judgement and problem-solving skills.Ability to handle patient and organizational information in a confidential manner.Ability to drive to other office/practice sites and meeting and training locations. Successful completion of IHA competency-based program within introductory and training period. MINIMUM PHYSICAL EXPECTATIONS:
Physical activity that often requires keyboarding, filing and phone work.Physical activity that often requires extensive time working on a computer.Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting. Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.MINIMUM ENVIRONMENTAL EXPECTATIONS:
This job operates in a typical office environment with some exposure to contagious diseases/viruses. It requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.
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