RECEPTIONIST

JOB DESCRIPTION

POSITION SUMMARY:

The Front Desk Receptionist is an integral member of the behavioral health team with a focus on customer service and clinic workflow efficiency. The Front Desk Receptionist troubleshoots participant registration, and customer service issues. This role requires the ability to multi task, work in a fast-paced environment, be responsive and take initiative, manage crisis situations, and demonstrate professionalism.

DUTIES AND RESPONSIBILITIES

• Model excellent customer service and professionalism, displaying a positive attitude with participants and colleagues.
• Maintain consistency at the Front Desk, leaving only when necessary for breaks, crisis management concerns or other administrative tasks as directed by the Supervisor.
• Answering and routing all incoming calls and messages to appropriate staff.
• Greeting and checking in clients and visitors.
• Handling all client visit preparation including payment collection, demographic updates, and paperwork.
• Completing new client referrals via phone or walk-in.
• Completing client insurance benefit verifications and authorizations.
• Scheduling and managing the calendars of therapists, counselors, nurse practitioners, and any additional clinical staff member in office.
• Closing out discharged cases and mailing discharge letters as needed, conduct follow-up calls
• Completing medical records requests for clients and third parties.
• Creating new client charts and filing clinical paperwork as needed.
• Responsible for keeping inventory on office supplies and replenishing as needed.
• Check incoming faxes and distribute them to appropriate employees.
• Preparing client marketing materials for upcoming conferences/seminars.
• Provide intervention with agitated or upset clients to prevent further escalation and address their concerns. Contact the Director of Clinical Services and VP of Operations or other Supervisor present if the situation escalates beyond capacity of front desk management.
• Audit provider schedules per instructions of supervisor to ensure staff have identified number of participants scheduled per day, at minimum (8). Report to Supervisor variances in schedules to support consistency across providers.
• Complete reports as assigned including, but not limited to provider productivity, reminder call tracking, and schedule auditing. Under the direction of the Supervisor, support various behavioral health teams with their reporting needs.
• Audit clinically scheduled appointments weekly to ensure provider is credentialed to see the participant.
• With Supervisor, ensure coverage for responsibilities during planned absences. If unplanned absence notify supervisor by 8:00 a.m. on day of absence.
• Other duties as assigned.

EXPERIENCE AND QUALIFICATIONS

• High School Diploma; Associates Degree Preferred.
• Two year’s administrative experience working in a physician’s office.
• Experience working in Behavioral Healthcare setting preferred
• Proficient computer skills in Microsoft Outlook and other standard software applications.
• Legally authorized to work in the U.S.A.

COMPETENCIES:

1. Simplify complex issues; breaking down big problems into smaller, manageable tasks, and identifying the key priorities that will have the biggest impact on the business.
2. Delegate effectively; giving clear direction, setting expectations, and providing the necessary resources and support to help their teams succeed.
3. Predict future trends and challenges, staying up-to-date on industry developments, monitoring market trends, and seeking out new opportunities for growth and innovation.
4. Systemize processes; identifying and eliminating inefficiencies, establishing clear workflows and procedures, and ensuring that everyone in the organization is aligned around the same goals.
5. Structure organization for growth; defining clear roles and responsibilities, establishing a clear chain of command, and creating a culture of accountability and transparency.

AAP/EEO STATEMENT: 

It is the policy of Prestige Healthcare Resources, Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Prestige Healthcare Resources, Inc. will provide reasonable accommodation for qualified individuals with disabilities.