Front Office Receptionist - Upstate Surgery Center

OVERVIEW: The Receptionist/Registrar is responsible for coordinating reception area activities to promote communication throughout the Center as well as performing clerical and reception duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Supports the philosophy, goals, and objectives of the Organization.

o Supports and performs according to approved policies and procedures.

o Participates as a team member in support of the total preoperative process.

o Considers patient rights in performance of job duties and responsibilities.

· Contributes to the progress and development of the approved QAPI Program.

o Supports risk management and participates in programs directed to patient and staff safety.

o Contributes to the quality management process; identifies role and contributions upon request; participates in data collection activities in support of the Quality Management Program.

o Objectively evaluates suggestions, grievances, and processes to identify opportunities to improve performance and quality of care.

· Communicates effectively with patients, visitors, physicians, and co-workers.

o Interactions are respectful and courteous.

o Communicates effectively and professionally using a translator when necessary.

o Documents that information received from the patient is disseminated to the appropriate people or departments.

· Maintains and promotes professional competence through continuing education and other learning experiences.

o Participates in committees, conferences, and quality management activities.

o Seeks new learning experiences by accepting challenging opportunities and responsibilities.

o Objectively evaluates suggestions or criticisms and attempts to improve performance or seeks further guidance, as needed.

o Attends and actively participates in meetings, committees, in-services, workshops, seminars, and conferences according to job responsibilities and Facility requirements as requested with management approval.

· Adheres to safety policies and procedures in performing job duties and responsibilities.

o Reports observed or suspected violations, hazards, and noncompliance according to Facility policy.

o Observes safety measures in performance of job duties and responsibilities; enforces compliance with safety policies and procedures.

o Responds to emergency situations with competence and composure.

· Interacts appropriately with various age groups.

o Accurately assesses and interprets age-specific patient data.

o Accurately interprets age-specific patient responses to questions and instructions.

· Admits patients to Centerfollowing the established policies and procedures.

o Assembles patient medical record forms and prepares patient identification.

o Obtains information needed to register patient; attaches patient identify documentation.

o Reviews forms for patient signature; obtains forms or signature(s) as needed.

o Provides information to the patient’s family in the waiting area according to Centerpolicy.

· Checks for accuracy of demographics, insurance, policy numbers, social security number, race and ethnicity at time of registration.

· Coordinates reception area activities for effective communication throughout the Center.

o Greets patients and visitors in a friendly manner.

o Answers telephone and intercom quietly and courteously.

o Receives and relays messages effectively.

o Maintains and protects each patient’s right to confidentiality.

o Identifies emergencies and initiates response according to Centerpolicy.

· Assumes clerical duties and responsibilities.

o Assists in ordering and stocking clerical supplies.

o Assists in maintaining cost-effectiveness by preventing waste of supplies.

o Maintains order and cleanliness for the front desk.

o Performs interdepartmental errands when needed.

o Places diagnostic test reports in appropriate section of patient medical record.

o Assists with preparation and maintenance of Center records and reports.

· Monitors the nourishment area.

o Stocks nourishment area.

o Maintains cleanliness and order of the area.

· Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

· This job has no supervisory responsibilities.

COMPETENCIES - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Intellectual

· Synthesizes complex or diverse information.

· Collects and researches data.

· Uses intuition and experience to complement data.

· Designs workflows and procedures.

· Generates creative solutions.

· Translates concepts and information into images.

· Uses feedback to modify designs.

· Applies design principles.

· Demonstrates attention to detail.

· Identifies and resolves problems in a timely manner.

· Gathers and analyzes information skillfully.

· Develops alternative solutions.

· Works well in group problem solving situations.

· Uses reason even when dealing with emotional topics.

· Develops project plans.

· Coordinates projects.

· Communicates changes and progress.

· Completes projects on time and budget.

· Manages project team activities.

· Assesses own strengths and weaknesses.

· Pursues training and development opportunities.

· Strives to continuously build knowledge and skills.

· Shares expertise with others.

Interpersonal

· Manages difficult or emotional customer situations.

· Responds promptly to customer needs.

· Solicits customer feedback to improve service.

· Responds to requests for service and assistance.

· Meets commitments.

· Focuses on solving conflict, not blaming.

· Maintains confidentiality.

· Listens to others without interrupting.

· Keeps emotions under control.

· Remains open to others' ideas and tries new things.

· Speaks clearly and persuasively in positive or negative situations.

· Listens and gets clarification.

· Responds well to questions.

· Demonstrates group presentation skills.

· Participates in meetings.

· Balances team and individual responsibilities.

· Exhibits objectivity and openness to others' views.

· Gives and welcomes feedback.

· Contributes to building a positive team spirit.

· Puts success of team above own interests.

· Able to build morale and group commitments to goals and objectives.

· Supports everyone's efforts to succeed.

· Recognizes accomplishments of other team members.

· Writes clearly and informatively.

· Edits work for spelling and grammar.

· Varies writing style to meet needs.

· Presents numerical data effectively.

· Able to read and interpret written information.

Organization

· Demonstrates knowledge of Center policy.

· Shows respect and sensitivity for cultural differences.

· Educates others on the value of diversity.

· Promotes a harassment-free environment.

· Builds a diverse workforce.

· Treats people with respect.

· Keeps commitments.

· Inspires the trust of others.

· Works with integrity and ethically.

· Upholds organizational values.

· Follows policies and procedures.

· Completes administrative tasks correctly and on time.

· Supports organization's goals and values.

· Benefits organization through outside activities.

· Supports affirmative action and respects diversity.

· Develops strategies to achieve organizational goals.

· Understands organization's strengths & weaknesses.

· Analyzes market and competition.

· Identifies external threats and opportunities.

· Adapts strategy to changing conditions.

Self-Management

· Adapts to changes in the work environment.

· Manages competing demands.

· Changes approach or method to best fit the situation.

· Able to deal with frequent change, delays, or unexpected events.

· Is consistently at work and on time.

· Ensures work responsibilities are covered when absent.

· Arrives at meetings and appointments on time.

· Follows instructions, responds to management direction.

· Takes responsibility for own actions.

· Keeps commitments.

· Commits to long hours of work when necessary to reach goals.

· Completes tasks on time or notifies appropriate person with an alternate plan.

· Volunteers readily.

· Undertakes self-development activities.

· Seeks increased responsibilities.

· Takes independent actions and calculated risks.

· Looks for and takes advantage of opportunities.

· Asks for and offers help when needed.

· Displays original thinking and creativity.

· Meets challenges with resourcefulness.

· Generates suggestions for improving work.

· Develops innovative approaches and ideas.

· Presents ideas and information in a manner that gets others' attention.

· Displays willingness to make decisions.

· Exhibits sound and accurate judgment.

· Supports and explains reasoning for decisions.

· Includes appropriate people in decision-making process.

· Makes timely decisions.

· Sets and achieves challenging goals.

· Demonstrates persistence and overcomes obstacles.

· Measures self against standard of excellence.

· Takes calculated risks to accomplish goals.

· Prioritizes and plans work activities.

· Uses time efficiently.

· Plans for additional resources.

· Sets goals and objectives.

· Organizes or schedules other people and their tasks.

· Develops realistic action plans.

· Approaches others in a tactful manner.

· Reacts well under pressure.

· Treats others with respect and consideration regardless of their status or position.

· Accepts responsibility for own actions.

· Follows through on commitments.

· Demonstrates accuracy and thoroughness.

· Looks for ways to improve and promote quality.

· Applies feedback to improve performance.

· Monitors own work to ensure quality.

· Meets productivity standards.

· Completes work in timely manner.

· Strives to increase productivity.

· Works quickly.

· Observes safety and security procedures.

· Determines appropriate action beyond guidelines.

· Reports potentially unsafe conditions.

· Uses equipment and materials properly.

Language, Math and Reasoning

· Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in on and one and small group situations to customers, clients and other employees of the organization.

· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

· Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

EDUCATION, EXPERIENCE, and TRAINING:

· 2 years of experience.

CERTIFICATES, LICENSES, REGISTRATIONS:

· BLS

COMPUTER SKILLS:

· Excellent computer skills in a Microsoft Windows environment.

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· The employee must regularly lift and/or move up to 50 pounds.

· While performing the duties of this job, the employee is regularly required to stand, walk, and sit. use hands to finger, handle, or feel,

· While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms.

· While performing the duties of this job, the employee is regularly required to talk and hear.

· While performing the duties of this job, the employee is regularly required to climb or balance and stoop, kneel, crouch, or crawl.

VISION REQUIREMENTS

· There are no special vision requirements.

WORK ENVIRONMENT - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

· This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic.)

Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.