Receptionist Lead

Dakota Eye Institute is a group of professionals dedicated to providing an unprecedented level of care and responsive service to our patients. We are committed to providing our staff with an excellent work environment, opportunities for self-development and growth, and recognition for hard work and commitment to Dakota Eye Institute.

In the role of Reception Lead for Dakota Eye Institute, you will serve as a first point of contact for the Reception team to communicate with on workflow questions, serve as an educator and trainer to the Reception and Call Center teams, will collaborate with other departments on workflow and patient scheduling, and will disseminate information to team members as appropriate.

In the role of Receptionist, you play a vital role in welcoming patients to the practice and ensuring their professional and courteous treatment. The job entails you to work independently and as part of a team to check in / check out patients, review patient charts for necessary information and signatures, schedule appointments, collect patient payments, and perform additional administrative tasks. Individuals in this role should possess a friendly and professional demeanor, great communication skills, and be able to maintain a sense of calm in a busy environment.

Job Responsibilities

Reception Lead

• Serves as a resource to reception and call center staff for addressing questions, troubleshooting, and directing inquiries appropriately

• Responsible for building the schedule and always ensuring adequate coverage and effective scheduling communication. Providing drafted schedule to Revenue Cycle Supervisor for review to ensure the schedule will align with doctors schedule and clinic flow before the schedule is published.

• Prepares a training schedule for new team members, ensuring that their orientation is organized and meaningful

• Trains new team members and keeps the manager informed as to the progress of training to determine when the new team member is able to work independently.

• Analyzes the team for additional training needs, provides recommendations to departmental leadership, and assists in rolling out training

• Assists in planning monthly departmental meetings as necessary

• Stays current and ensures compliance with all company policies, procedures, and guidelines and encourages team adherence

• Serves as a mentor to peers and conducts self in a manner consistent with Dakota Eye Mission, Vision, and Values

• Maintains professional, timely, and consistent communication with Manager, physicians, co-workers, other leadership, vendors, and patients.

• Exhibits professional demeanor while representing the practice

• Maintains extreme level of confidentiality

Receptionist

• Patient Check-In/Check-out

  • Checks patients in, greeting everyone in a pleasant and professional manner.

  • Tracks patients in the reception area and communicate with them, as needed.

  • Evaluates chart data to verify all information has been received, completed, and signatures obtained.

  • Scans patients insurance card.

  • Ensures that proper authorization or referral is collected from the patient.

  • Assists patients in obtaining authorization or referrals that have not been received by the practice.

  • Enters all new patient demographic information into the computer, and takes photo.

  • Collects and inputs co-pays, refraction fees and any other known, non-covered or outstanding charges, when appropriate.

  • Maintains the cash drawer; responsible for payments received at the front desk.

  • Complete opening and closing procedures each day for the front desk.

• Administrative

  • Places telephone calls to no-show appointments; reschedules as needed.

  • Places telephone calls to patients on the waitlist to setup appointments

  • Calls unconfirmed and overdue appointments

  • Manages provider recalls

  • Provides back-up support on telephones

  • Sends/manages tasks in the EHR system

  • Monitors automated message handling system

  • Inspects reception room for neatness.

• Maintains adherence to company policies

• Performs other duties as required

Experience and Education

• High school diploma or equivalent
• Two years minimum experience working in a medical setting is preferred
• Previous experience with training staff is desired
• Passion for providing outstanding patient healthcare experience

Essential Skills and Abilities

• Knowledge of standard procedures, policies, and guidelines of the practice
• Strong oral and written communication skills
• Proficiency with using Microsoft Office Products
• Ability to work effectively as part of a supportive and collaborative team
• Proficient in managing multiple tasks simultaneously
• Ability to work effectively under pressure and possible interruptions
• Demonstrates empathy and attentiveness to each patient's individual needs and concerns
• Excellent skills in documenting information and clear communication
• Familiarity with electronic health records and practice management systems is preferred
• Strong organizational and administrative abilities
• Exceptional time management and record-keeping skills
• Treats patients and co-workers with respect and professionalism

Physical Requirements

• Ability to use technology such as the telephone, computer, and other related instruments or devices.
• Good vision and hearing are essential for accurately processing information and communicating with patients.
• Ability to stand and walk during work shifts.
• Ability to lift up to 25 pounds when handling paperwork, supplies, or assisting patients.