Medical Receptionist - Behavioral Health

Description

PURPOSE: A WHN Medical Receptionist ("MR") establishes and maintains a positive, patient-oriented approach when responding to patients throughout their visit to a WHN Health Center. In addition to helping consumers and visitors feel welcome, the MR is responsible for initiating the service delivery process in an effective, pleasant manner by gathering data and keeping abreast of the flow of patients and visitors in the Health Center's waiting area. In addition, when indicated, a MR provides clear, accurate and succinct interpretation and/or written translation to non-English speaking patients as well as to WHN staff involved with providing care/service to such individuals.

JOB RESPONSIBILITIES: (Note: An asterisk indicates an essential job function.)

Customer Service Component * (75%): The MR is responsible for completing the following Customer Service duties: 

A. greets consumers and visitors in a courteous, welcoming manner. 

B. responds to incoming telephone calls by:

     1) offering pertinent information (e.g., directions)

     2) directing callers to appropriate Health Center staff

     3) taking messages when appropriate, and 

    4) scheduling appointments.

C. whenever a consumer presents him/herself in the Health Center as an "established" patient, verifies registration information by validating and updating insurance/payer information and patient demographics.

D. when interacting with "new" patients:

     1) completes the registration process to include patient demographics, insurance and/or payer information, local emergency contacts,

     2) distributes new information packets, copies insurance cards and completes all necessary forms. 

     3) if indicated, instructs consumers on WHN's sliding fee scale and provides related forms.

     4) if indicated, instructs patients on WHN's "Assisted Medication Program" and provides related forms.

E. collects patient co-pays or other payments.

F. schedules and reschedules appointments according to office guidelines.

G. acts as liaison between consumers and visitors by: 

     1) directing questions to appropriate WHN personnel, and 

     2) directing all visitors to appropriate in-house personnel.

H. monitors the Health Center's waiting area for consumer/visitor problems and maintains neatness in that area.

I. assists with the patient check-out process including collecting payments, issuing receipts and posting cash payment data

Front Office Component (15%): The MR is responsible for completing for following Front Office duties: 

*A. Helps maintain a clean and neat work environment in the Health Center's Front Office.

*B. Serves as a consumer/visitor liaison between the front office and back office.

C. At the request of the Front Office Manager or Practice Manager, assists with: 

     1) the daily mail distribution -- i.e., opens, distributes and files incoming mail as well as prepares outgoing mail;

     2) requests for copies of patient medical records, while ensuring that all requests have appropriate authorization and documentation;

     3) informing medical providers of upcoming schedules, patients or scheduled meetings; and 

     4) maintaining adequate supplies of all front office stock.

Other Duties (10%):

*A. Adheres to WHN's policies and guidelines pertaining to confidentiality in all activities and at all times. 

B. when appropriate, uses his/her language skills to: 

     1) augment the delivery of the duties listed in this Job Description;

     2) at the request of the Practice Manager, serve as an interpreter for the Health Center medical staff while they provide clinical care to non-English speaking patients; and 

     3) at the request of the Practice Manager, translate WHN documents into the foreign language(s) in which he/she is proficient, or, when indicated, translate documents written in the foreign language in which he/she is proficient into English.

C. Miscellaneous: in addition to the aforementioned duties, the MR: 

• prepares reports and other documentation as required;
• attends meetings and training sessions as required; 
• conducts all activities in compliance with applicable laws, regulations, standards, and WHN policies and procedures; and 
• performs other verbal or written, specific assigned tasks related to the daily operations of the WHN, requiring similar or lesser skills and abilities, some of which are continuing, while others are occasional in nature.

Requirements

PERFORMANCE REQUIREMENTS:

Knowledge, Skills & Abilities: This position requires: 

A. maintaining a current license to drive an automobile in the State of Indiana; 

B. effective levels of computer and other office equipment skills; 

C. analytical and problem-solving skills;

D. solid time management skills;

E. knowledge of safety issues in an office setting;

F. good interpersonal skills when it comes to building and maintaining effective business/work relationships and working successfully with others; and 

G. proficiency in speaking and writing a language in addition to English (e.g., Spanish).

Education, Experience & Training:

A. High School graduate or GED required; previous training in Customer Service skills related to telephone and/or Service Desk preferred.

B. A qualified candidate much have at least two (2) years of work experience as Receptionist or Service Desk attendant, preferably in a health care service delivery setting. In addition, experience with interpreting/translating is preferable, as is certification as a Medical Interpreter.

C. A qualified candidate must have a working knowledge of at least one work processing software package (preferably MicroSoft Word) and one spreadsheet development software package (preferably MicroSoft Excel or MicroSoft Access). A working knowledge of at least one electronic medical record (EMR) is preferred.

D. Previous experience in Behavioral Health is a plus.

Equipment Used: Computer and standard office equipment.

Mental Demand: completing intricate, detailed work; handling confidential information; demonstrating leadership by taking the initiative and meeting objectives; high level of interpersonal/ relationship skills; analytical and problem solving skills -- identifies issues and alternatives and applies judgment in reaching just and effective decisions; identifies appropriate opportunities for innovation and develops new solutions or carries out new ideas. 

Communications: Position requires detailed work, handling confidential information, problem-solving, language, verbal and some written communication skills, excellent customer contact skills and good level of interpersonal skills, and handling multiple concurrent tasks with frequent interruptions.

Physical Effort: This position necessitates standing, walking, bending, balancing, reaching, twisting, writing, sitting, talking, hearing, handling, fingering, and seeing. It requires sitting for long periods of time. It also entails "light work" -- i.e., exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently. 

Working Conditions: The primary work environment for this position is a well-lighted, indoor office setting with no notable exposure to fumes, dust, or extremes in heat or to communicable diseases. Equipment used includes personal computer, photocopies, facsimile machine, calculator, multi-line telephone, laser printer, overhead and/or computer projector and other office related equipment. [Category III: No exposure to blood/body fluids.

Population Being Served By Position: Executive leadership and program management as well as all ages, infants, children, adolescents, young adults, older adults, geriatric.