General Summary of duties:

• The Medical Receptionist/Call Center Representative position is responsible for scheduling and interacting with patients via telephone, face to face, email and performs a range of duties which includes gathering required information in preparation for the patient’s on-site appointment. Additionally, the receptionist/representative completes customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation.

SUPERVISION EXERCISED: None

ESSENTIAL FUNCTIONS - PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Must be able to cover Medical Reception/Call Center desk as needed.
• Receives, directs, and relays all telephone calls, messages, and faxes.
• Responds to calls efficiently, not put time saving before quality of service.
• Performs other general administrative tasks as directed by practice manager and/or team lead.
• Interacts with patients by answering questions, providing information, and keeping the reception area in order. Provides support to patients in distress by responding to emergency calls.
• Responsible for inputting very detailed information on the patient using a variety of computer screens. After completion of the call and input of the patient information, receptionist/representative checks records verifying the details entered and adds any additional notes that may be necessary.
• Maintains general filing system and files appropriate correspondence electronically or manually.
• Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone.
• Provide accurate, satisfactory answers to their queries and concerns
• Maintain inventories of supplies and provides a list of what is needed to the Team Leader.
• Makes appointments, and answers general questions and inquiries.
• Follows up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
• Uses computer systems to refer to existing patient information or set up new patients in the scheduling tool. Provides the patient with available timeslots
• Maintains registration flow by efficiently moving patients through the process and readying them for clinical staff using the company’s medical record system.
• Communicates all add-ons, delays, cancellations, and “no-shows” to Clinical Coordinator.
• Explains all current fees and patient financial responsibility and informs patient of payment required for existing balances due at or before next appointment.
• Provides information to callers on practice policies and procedures such as what is required following physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.).
• Schedules to ensure efficient patient flow based on predetermined appointment availability.
• Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding, and keeping patient information confidential.
• Responsible for report generation and analysis in support of departmental goals and objectives.

QUALIFICATIONS: 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, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE: High School graduate with at least one (1) year of office experience in dealing with the public; pleasant telephone etiquette; ability to deal tactfully and effectively with patients; must be computer literate.