Medical Office Receptionist Supervisor

POSITION SUMMARY:

The Medical Office Receptionist Supervisor will be responsible for supervising and managing the day-to-day front office operations and works as part of the medical office team performing those clerical duties necessary to prepare patients for a visit, to arrange for payment, and to make reappointments when necessary. Duties include telephone answering, making appointments, preparing medical charts, gathering third-party payment information, recording charges, and collecting fees. The Receptionist is also a member of the health care team and therefore takes part in the delivery of care in accordance with the Patient Centered Medical Home model of care.

RESPONSIBILITIES:

Coordinate and supervise receptionist

• Supervises receptionists, including hiring, orienting, staff schedules, delegating, coaching, mentoring, disciplining, terminating, and performing timely performance evaluations.
• Maintains adequate staffing and scheduling for optimal patient flow.
• Manages employee leave requests and arranges appropriate coverage for absences.
• Reviews employee timesheets for accuracy and overtime.
• Creates a professional and friendly atmosphere for all patients, staff and visitors.
• Oversees maintenance and ensures of all front desk procedures and workflows are up to date.
• Ensures staff are able to perform duties in the most efficient and effective manner; provides training, information, and problem solving.
• Oversees medical, dental, and behavioral health scheduling.
• Ensures that reception staff meet performance metrics and expectations Responsible for managing and ensuring receptionists collect appropriate patient demographics, insurance and slide information.

Other responsibilities

• Perform job duties in alignment with organizational core values.
• Greeting patients visiting the facility, answering any questions they may have and helping them fill out the required forms.
• Answering phone calls, creating appointments, directing the calls as required and handling all queries, ensures patient confidentiality, and provides patients with needed information.
• Observes patients in waiting room and reports any apparent illness or distress to clinical staff.
• Update patient information and electronic health records by determining when annual questionnaires need to be completed. (history, Sliding scale, etc.)
• Refers patients to Outreach/Patient Advocate Coordinator when assistance needed and/or barriers identified.
• Assists patients in determining their primary care provider by allowing them to choose and recording this information in electronic medical record. Also, in making every effort for patient to see their primary care provider at all possible visits.
• Directs patients’ clinical questions to appropriate staff per protocol.
• Provides all patients with a clinical summary of the days visit upon check out.
• Attends PCMH training upon hire, annually, and as needed.
• Schedule and confirm appointments. Notify appropriate staff through EMR when appointments are missed and following through with further orders.
• Assist patients with re-scheduling appointments and other scheduling issues.
• Gathers third party payment information and verifies insurance coverage.
• Inform patients of credit card declines and other billing issues.
• Establishes that each patient is advised of the Sliding Fee Scale and offered to apply.
• Orients new patient to practice, collects and receives patient fees, and collects and maintains patient registration and utilization data for the UDS reports.
• Keep receptionist area organized and orderly.
• Any other duties as assigned.

REPORTING RELATIONSHIP:

The Medical Office Receptionist Supervisor reports to, is supervised by, and is evaluated by the Outreach-Patient Advocate Coordinator for the site assigned. 

QUALIFICATIONS:

• Supervisory experience required (5 years preferred).
• The ability to relate with effectiveness to the public, the patient, and the health care providers of the community health center.
• The ability to effectively perform the several duties that are part of the medical office activities, including the ability to perform basic mathematical functions consistently and correctly.
• The ability to effectively work computer equipment for the purpose of entering and retrieving patient data.
• Must have a valid driver’s license and transportation.
• Participate in on-going age-related in-service training for patients in various age groups.