St. Joseph Mercy Oakland - Pontiac, MI

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High School/GED

Accountability Objectives:
According to practice procedures and protocols, courteously and professionally greets and receives patients and


Answers telephones, schedules appointments and procedures, registers/checks out patients, performs charge

entry, and other general business functions as assigned.

Position Qualifications:
Minimum Education, Licensure / Certification and Experience Required:

1. High school diploma, or equivalent required.

2. Completion of course work related to physician practice front office operations preferred.

1. One year of physician practice, urgent care or hospital based system experience preferred.

2. Medical terminology, coding and knowledge of managed care preferred.

Licensure / Certification:
  • Current BCLS (Basic Cardiac Life Support) preferred.
Special Skill / Aptitudes:
1. Ability to type a minimum of 20 to 25 wpm with 85% minimum accuracy required. Successful passing of

combined basic medical terminology, basic billing and insurance assessment with a minimim passing score

of 80% required.

2. Experience with computer systems and internet capabilities.

Basic understanding of billing/reimbursement

systems and software applications such as Microsoft Office preferred.

3. Successful completion of NextGen application (post-training) at a minimum passing score of 80%.

4. Ability to pay close attention to detail and work in fast paced environment with little supervision.

5. Good organizational skills in order to work under time constraints and enhance patient flow.

6. Interpersonal and communications skills necessary to deal effectively and tactfully with a variety of patients

and staff.

7. Excellent customer service orientation

skills necessary in order to deal effectively with various levels of

hospital personnel, outside customers and community groups.

Duties / Responsibilities:


Responsible for accurate patient registration, including insurance eligibility verification.

Maintains current

knowledge of managed care information, and other

PPO, POS and HMO products (i.e. current practice

management systems), to include benefits, waivers and provider status eligibility.



Schedules appointments by phone or at discharge utilizing patient scheduling software.


procedures and records specific information/data required.

Prints and distributes daily schedules and pulls

appropriate charts/medical records for the next days appointments.



Maintains up to date knowledge of coding for primary care (or specialty care as appropriate) in the office

utilizing CPT, ICD-9 and HCPCs.

Enters patient charges, posts payments and balances daily batches

utilizing billing system application.

Answers patient questions about payment status.



Responsible for the collection of point of service payments, previous balances and any other fees from


Reconciles daily cash/cash drawer including a minimum of three deposits weekly per site. Gives

appropriate receipt to patients.

May count and balance petty cash drawer daily.



Understands and performs referral process.

Maintains, troubleshoots and assists with all patient referrals.

Assures that referrals are accurate and complete. Maintains knowledge of plans and participating physicians

including specialists.

Communicates and educates referral process to patients as needed.

Understands the

utilization process and appropriateness of each referral.



Greets patients as they enter, exhibiting appropriate customer service standards.

Collects patient

demographic information/data and initiates patient medical record.

Works with the team to assure smooth

flow in all operations of the practice.



Answers telephones, routes calls to appropriate staff, takes accurate phone messages, and relays messages to

staff and physicians.



May perform filing for the practice which includes faxes, mail opened and distributed, reports, results,

messages. Files charts back alphabetically or numerically (site specific)



Participates in staff meetings, education, in-services, competence programs, process improvements projects

and quality improvement projects as necessary.



Adheres to hospital policy regarding awareness of and sensitivity to patient rights, privacy and

confidentiality. Understands the policies regarding patient confidentiality and copying documents for patients,

physicians, subpoenas, and insurance companies.



Performs other duties as assigned.

  • Demonstrates and actively promotes an understanding and commitment to the mission of St. Joseph Mercy

through performing behaviors consistent with the Trinity Health Values.

  • Maintains a working knowledge of applicable Federal, State, and Local laws and regulations, the Trinity
Health Organizational Integrity Program, including the Standards of Conduct, Code of Ethics, as well as

other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and

professional behaviors.

  • Supports and conducts one's self in a manner consistent with customer service expectations.

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