Receptionist/Front Desk

Summary

Performs a wide range of administrative and support functions for the department. Acts as the link between the health provider, the patient, and other Alliance departments, outside service agencies and consulting providers. Serves as a primary point of contact for patients and visitors in an outpatient unit and provides excellent customer service through clear communication.

Responsibilities

• Appointment Scheduling Component

  • Follows CHA appointment scheduling policies and protocols
  • Schedules new and follow-up appointments for patients within an appropriate time frame
  • Collections complete appointment information to identify patient and reason for appointment
  • Placing reminder calls to patients as directed
  • Notifies patients of schedule/appointment changes in a timely manner
  • Supports team based care with asynchronous activities including responding to Mychart and in basket messages within scope
  • Maintains EPIC staff message in-basket as well as CHA email
  • Supports collection of medical records needed for new and established patient appointments

• Registration/Reception Component

  • Follows CHA registration policies and protocols
  • Completes computer registration thoroughly and accurately according to protocol
  • Prepares appropriately for computer downtime
  • Greets patients and visitors. Contributes to presenting the clinic/department in a positive manner
  • Checks in patient for appointment upon arrival and verifies insurance coverage
  • Attaches and verifies referrals for upcoming scheduled appointments in EMR
  • Distributes appropriate screening forms and paperwork to patients
  • Routes patient billing questions to the appropriate department
  • Collects co-payments. Provides patients with accurate receipts and prepares co-payments for deposit
  • Affords assistance with transportation needs
  • Maintains patients and visitors entering, waiting, and leaving the practice. Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.) Acts as liaison between patient and practice staff to ensure optimal flow and service delivery
  • Follows CHA policies and protocols to identify patients with an urgent condition who require a warm handoff to a nurse
  • Follows up on no show patients

• Telephone Reception Component

  • Answers telephones promptly and courteously
  • Clearly identifies proper name of site and self
  • Directs all calls to appropriate staff and contacts providers as needed utilizing established call routing guidelines
  • Follows CHA policies and protocols to identify patients with an urgent condition who require a warm handoff to a nurse
  • Manages incoming calls by determining urgency before placing on hold
  • Maintains patient confidentiality at all times
  • Takes messages accurately and thoroughly utilizing established intake directions and routing guidelines

• Medical Records Component

  • Completes Request of Information form accurately and completely
  • Scans clinical information into EMR following Health Information guidelines

• Quality/Care Team Responsibilities

  • Participates in team-based care and panel management
  • Performs patient inreach and outreach including but not limited to outreach phone calls, letters and appointment scheduling
  • Documents all patient encounters thoroughly and accurately in the patient's medical record. Faxes or scans orders and referrals

• General Responsibilities

  • Utilizes assistance from Interpretive Services when requested/appropriate
  • Documents appropriate patient interactions in the medical record (i.e. brief encounters)
  • Demonstrates CHA service standards
  • Distributes incoming correspondence, faxes and mail to appropriate person or department in a timely manner
  • Affords assistance with workflow for patient forms and paperwork
  • Affords assistance with Mychart Activation
  • Affords assurance of accuracy and confidentiality of patient information by adhering to established confidentiality policy
  • Adheres to position descriptions, policies, protocols, CHA Service Standards, regulatory agencies and procedures related to professional practice
  • Demonstrates understanding of his/her role in emergency codes
  • Completes required training and annual competencies
  • Performs other related duties as assigned or directed

• Organizational Duties and Responsibilities

  • Is responsible for creating a respectful environment for our patients and ourselves
  • Demonstrates respect for differences in language, culture, race, religion, citizenship, gender, and sexual orientation and does not discriminate on the basis of income, insurance status, immigration status, or disability
  • Complies with the Alliance policy on confidentiality of information regarding patients, families and co-workers
  • Adheres to dress code; appearance is neat and clean
  • Completes annual educational requirements and in-service training as required
  • Wears identification while on duty
  • Reports to work as scheduled and ready to receive assignments; minimal unscheduled absences
  • Attends meetings and participates in committees as required

Minimum Qualifications

• Education/Training: High School Diploma; some college preferred
• Licensure: N/A
• Certifications: N/A
• Linguistic Capabilities: Knowledge of a second language preferred
• Work Experience: Preferably one-year experience, preferably in a medical setting
• Skills: Excellent customer service skills and telephone etiquette; Demonstrates effective communication skills; Excellent organizational skills; Ability to work independently or in teams; Ability to multitask in a fast-paced environment; Knowledge of Medical Terminology preferred; EPIC experience preferred
• Physical Skills: Sufficient mobility to negotiate physical plant layout; Strength and endurance to work continuously for 4-5 hours at a time; Ability to enter data into computer up to 5 continuous hours; Ability to carry, push or lift equipment up to 20 lbs; Ability to respond to appropriately urgent patient care needs