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About the Role
Provide the customer service function of the practice, by greeting, assisting, directing, and scheduling patients by phone and in person, and perform the general clerical functions of the practice.
Responsibilities
- Answers the phone, taking clear messages, transcribing them into patient's charts, and routing the encounter to the proper team member.
- Provides assistance, guidance, and direction to all visitors and callers.
- Schedules and cancels appointments for patients, following practice protocol.
- Maintains the schedule for efficient and effective use of clinical staff availability while allowing the greatest patient access to care.
- Schedules new evaluations considering the availability of follow-up care appointments.
- Maintains and utilizes wait lists to properly identify and schedule patients seeking clinical appointments at alternate times.
- Updates patient demographic and insurance information, directing patients to Central Registration for more complex changes.
- Answers routine billing questions, seeking assistance as necessary, to address all inquiries accurately and timely.
- Ensures payments at time of service and issues receipts, maintaining a balanced cash drawer with deposits turned in daily.
- Maintains the knowledge and skills to accurately verify patient's insurance information.
- Completes insurance pre-certification and documents appropriately in EPIC when necessary.
- Maintains the knowledge and skills to complete accurate insurance authorizations for initial evaluations and/or follow-up visits as required.
- Acts as a liaison between patient and provider to ensure specialty referrals reach the correct specialty trained clinical staff member.
- Communicates with families, patients, and ancillary services with professional courtesy and accuracy.
- Types meeting minutes and creates forms, as requested.
- Works as part of the office team to ensure maintenance of patient records.
- Performs other related clerical duties as assigned.
- Ensures patients receive appropriate informational paperwork as requested by the provider.
- Ensures patients are given appropriate questionnaires and/or other paperwork as directed by provider.
- Ensures smooth patient flow by notifying the appropriate care provider of patient arrival through arriving the patient in the scheduling system.
- Assists in the orientation of new staff.
- Attends mandatory and continuing education classes, as appropriate.
- Attends office staff meetings.
- Performs ordering of clinical and clerical supplies through the appropriate electronic systems.
- Initiates work order requests for issues relating to facility maintenance.
- Initiates requests for Information System issues through the DHSM system.
- Trouble shoots computer and telephone problems.
- Maintains the ability and skills to occasionally cross-cover office support in alternate clinical locations as needed.
- Assists with maintaining planned clinical equipment cleaning and mandated temperature check logs.
- Completes NLH orientation programs, including orientation checklist, competency skill checklists, and mandatory education/certification programs.
- Submits documentation to HR for permanent file.
- Completes EPIC Training.
- Enhances professional growth through participation in educational programs and workshops.
- Maintains professional competence through mandatory licensure and certification programs.
- Serves on project teams/task forces as requested.
Requirements
- High School diploma or equivalent
- One year experience as a receptionist, preferably in a medical office setting
Skills
- Basic Life Support (BLS)
Experience Level
- One year experience as a receptionist
Education Level
- High School diploma or equivalent