Office Receptionist – Glen Rose

About the role

Department: Reception | Non-Exempt | Reports to: Receptionist Manager | Supervises: None

Responsible for scheduling patient appointments, greeting and registering patients to assure smooth patient flow. The position is responsible for handling money. Receptionist is responsible and accountable for compliance with regulations mandated by governmental agencies as well as Policies and Procedures established by Board of Directors of SMSC.

Working Conditions: Fast paced clinic with diverse patient base.

Responsibilities

Patient Reception Duties (50%)

• Greet and register patients
• Answer telephone and direct calls; answer phone by third ring
• Schedule appointments
• Update patient demographics in EPM when appointment is scheduled
• Update insurance information, HIPAA and patient demographics are current at each appointment
• Make changes in computer system prior to printing charge ticket
• Prepare patient charge tickets prior to patient being seen
• Post charge tickets in EPM after each patient visit
• Prepare Texas Health Steps and post daily
• Maintain up-to-date referral record, keeping a copy of all referrals on CHC physicians to other doctors
• Take and immediately task messages for providers/clinical staff according to procedure ensuring complete information is obtained. Messages must include: caller’s name, relationship to patient, allergies, pharmacy used, problem and best number to reach caller before tasking to provider and/or clinical staff
• Emergency messages are to be tasked and verbally relayed to provider/clinical staff immediately
• Insurance eligibility must be verified prior to printing patient’s charge ticket using appropriate on-line resources, or via phone if not available online

Financial Responsibilities (15%)

• Collect and post money for co-payments and private pay accounts
• Generate receipts for money received
• Balance cash drawer daily
• Balance deposit and cashier batch daily
• Run detailed report on the credit card machine at the end of each day

Customer Service (10%)

• Treat others politely and with respect 100% of the time
• Remain professional, polite and considerate of patients’ needs at all times
• Listen and respond concisely, yet accurately to questions asked
• Problem solve and not let patients’ expectations go unmet
• Greet patients when they present to the receptionist window (if on phone, greeting may be by eye contact or hand gesture)
• Demonstrate a desire to be responsive, make others feel welcome and that you are eager to help them
• Get along well with providers and co-workers

Medical Records / Record Keeping Duties (10%)

• Task referrals to Managed Care, print the response from Managed Care, and file the response in the referral log book
• Audit referral log book and make follow-up calls to ensure compliance according to DSHS standards
• Document DKNAs in EHR and contact patient to reschedule via phone or mail
• Maintain Daily Schedule Log 100% of the time
• Complete prior-authorization forms and send to Managed Care as appropriate; audits are done to ensure compliance

Operations (10%)

• Responsible for overall smooth operation of CHC
• Maintain efficient patient flow with emphasis on customer service
• Inform appropriate personnel at CHC or SMSC of problems, building or equipment repairs, training or supply needs

Other Duties Assigned (5%)

• As assigned to ensure the needs of the patients are being met and HIPAA regulations followed
• Attend monthly staff meeting unless absence approved by supervisor
• Wear ID badge at all times
• Follow all clinic policies and procedures

Requirements

• High School Diploma or equivalent with ability to read, comprehend and carry out written instructions, policies and procedures
• Computer proficient
• 10-key by touch
• Working knowledge of general bookkeeping principles
• Working knowledge of insurance and various payers
• Working knowledge of ICD-10 codes
• Good communication skills with ability to interact in a positive, professional manner with a diverse patient base; bilingual in Spanish a plus
• Ability to perform job duties in a stressful environment and maintain professional demeanor and exercise sound judgment in emergency situations
• Ability to think rationally and reason logically
• Ability to maintain regular attendance and meet attendance requirements of the job which often will include working after 5:00 p.m. and Saturday mornings
• Must understand concept of good customer service and possess skills to provide it
• Ability to maintain absolute confidentiality
• Must be on site during regular business hours of 8-5 & outside regular business hours as required to accommodate clients