Under the direction of the Practice Manager and/or Lead Receptionist, greets, instructs and informs patients in completion of appropriate forms, HIPAA Notice of Privacy practices, waiting times, and answers non-medical questions. Checks patients in/out, verifies demographic and health plan information and accurately enters it into EPIC, collects payments, and may schedule patient appointments. Directs other visitors and informs staff when visitors arrive for appointments. Performs office duties as directed including answering phones, taking messages, opening mail, assisting in retrieval of medical charts, chart preparation, charge entry, etc.
Key Responsibility Areas:
**Depending on Practice Site Requirements, an incumbent in this position may not perform all the key responsibilities listed below. However, it is expected that at least 80% of the responsibilities are performed for this job. Travel to other sites may be required.
Greeting Patients and Visitors:
Acknowledges and welcomes patients and visitors. Informs staff of patient/visitor arrival and provides instruction, assistance, and information as to completion of required paperwork and waiting times. Answers general questions about the facility: location, rest rooms, elevators, hours of operation, etc. Ensures waiting area is clean, tidy, and has appropriate patient announcements and brochures. As directed, conveys information to patients and/or visitors. Assists patients with ambulatory difficulties.
Obtains registration information from patient for input into EPIC. Verifies and/or updates demographic and health plan information. Checks patients in and out of clinic. Provides patients with information regarding payment obligations, HIPAA Notice of Privacy practices, clinic policies, and collects all required forms and signatures.
Schedules appointments into EPIC according to Practice protocol. Conveys schedule changes to appropriate staff. Reviews next day’s schedules and as directed, prints out physician schedules in advance of visits. May assist patients with obtaining appointments at other physician and hospital sites and/or scheduling laboratory or radiology testing.
Retrieving and Maintaining Patient Records:
Pulls patient charts, files information correctly into patient charts, and maintains filing system. Prepares charts to clinic and/or Practice specifications.
Patient Accounts Management:
Collects cash, check, or credit card payments ensuring patients receive receipts. Balances daily cash and collections. Ensures change drawers and cash are secured and appropriate financial procedures are followed in transferring payments to Corporate offices. Performs charge entry at the direction of the Practice Manager.
Identifies problematic accounts and directs them to the financial counselor or the Customer Service Department.
Answers multiple lines, screens calls, takes accurate and detailed messages, directs calls to appropriate support staff. Understands responsibility limits by not providing medical advice to patients.
**Performs all other duties/responsibilities as assigned
Education and/or Training Required:
High school diploma or GED.
Prefer one year experience in customer service setting, preferably in a medical office with basic knowledge of medical terminology. Able to type a minimum of 30 words per minute.
**All key competencies are based on DMG’s C.A.R.E. values. Compassion, Accountability, Respect and Excellence.
Service Orientation: Capable of providing excellent service to customers, friendly and approachable demeanor, resolving customer complaints, and understanding customer service principles.
Organization: Able to provide order and structure to daily processes and work environment.
Verbal Communication: Capable of interacting with, and relating to, people of varying educational levels and backgrounds, conveying information clearly and succinctly, applying listening, tact, responsiveness, empathy, and confidentiality.
Multi-tasking: Able to properly perform multiple duties at once, e.g., greeting, message taking, checking patients in/out, etc., while maintaining attention to detail.
Adaptability: Able to be flexible and comfortable in adjusting to changing activities. Maintains calm under pressure and is able to think clearly to enhance problem solving.
Team Work: Works effectively with others to accomplish objectives and goals. Willingly offers assistance to others when the need arises.
Computer Proficiency: Able to learn and become proficient in EPIC software as well as have basic knowledge of Microsoft applications, i.e. Outlook, Word, Excel, and demonstrate keyboarding speed and accuracy, minimum 30 wpm.
Typical Environmental/Working conditions:
Conditions common to a clinic environment including communicable disease, blood borne pathogens, bodily fluids and toxic substances. Fast-paced medical office environment involving contact and interaction with patients, physicians, and other clinical and clerical personnel
Typical Physical/Mental demands:
Sitting for long periods of time, standing, bending, stooping, stretching for files and supplies, occasional lifting of papers, files, etc. of up to 30 pounds. Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts. Also requires hand-eye coordination and manual dexterity sufficient to operate a keyboard, switchboard, telephone, calculator, photocopier, fax machine, and other related office equipment. Entails prolonged use of the telephone and computer. Walking is required throughout the day.