IHAMI_Medical Receptionist III_3013

About the role

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. Serves as Point Person for Reception team in office. 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. Manages Guardian Revenue Report. Supports other offices, attends meetings and training as assigned. Performs other duties as assigned.

Essential Job Functions

• 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.
• Bridges 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.
• Troubleshoots workflow issues for resolution.
• Offers suggestions for workflow improvement.
• Handles moderate to more complex billing issues with patients.
• Escalates to Leadership, if needed.
• Makes referrals as needed.
• 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.

Organizational Expectations

• Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of Trinity Health Medical Group.
• Works 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 all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.
• Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.
• Maintains general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer and manual systems.
• Maintains strict confidentiality in compliance with Trinity Health Medical Group 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.

Essential Qualifications

• Education: High School Diploma or GED.
• Credentials/Licenses: 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 travel to other office/practice sites and meeting and training locations.
• Successful completion of IHA competency-based program within introductory and training period.