Medical Receptionist Full-Time Wilmington Clinic

If interested please apply and submit your resume to

POSITION SUMMARY

The Medical Receptionists primary responsibilities include greeting patients check-in and check-out processes managing the centers wait room maintaining a clean environment managing provider through put answering phones and scheduling appointments for a high patient volume medical office. Ensure to apply exceptional customer service during each patient encounter while applying multi-tasking and detail oriented accuracy in obtaining and ensuring collection of valid patient demographics and insurance information. Applying effective time management and patient tracking while working with back-office staff to ensure patients are seen in a timely manner. This position reports to the Site Administrator with a dotted line to the Revenue Cycle Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Warmly greet all patients and visitors as soon as they enter the the office suite/waiting area; ensuring use of exceptional customer service at all times.
2. Assists patients in signing in upon their arrival to the center.
3. Patient Registration: Validate collect obtain appropriate signatures documents and enter the information into office EMR system ensuring accurate collection of:
   1. Primary Care office/provider
   2. Patient contact phone email and home/mailing address
   3. Insurance information including subscriber information
   4. Verification at each encounter of insurance eligibility or provision of self pay costs when applicable
   5. Validation of system entries to ensure appropriate payers are assigned by visit type Bevahioral health vs. office visits etc.
   6. Validation of patient to insurance relationship by viewing Photo ID and Insurance Card
   7. Signed consents to treat assignement of benefits Notice of Privacy Practice and demographic information
   8. Collects patient responsible amounts including co-payments payment on account and self pay payments.
4. Ensures Best practices are followed as it relates to all areas related to registration check-in and check-out participating in self monitoring/auditing and cyclical audits by others closing identified gaps and addressing problem areas timely
5. Answers front desk telephone and obtains necessary information from callers to resolve their questions or route them to the correct persons/department in an efficient manner.
   1. Ensures appropriate coverage of front desk operations including Care Phone assignments is managed daily.
6. Schedules patients as needed from the following scheduling queues:
   1. Reschedules in the clinic due to scheduling changes for a provider (displaced patients)
   2. Calls patients from the Emergency Department list for Post Discharge attempting to schedule them for a visit within 30 days of discharge from MLKCH
7. Answers questions about organization and provides callers with address directions and other information.
8. Performs other clerical duties as needed such as filing photocoping and ensuring documents required for patient check-in are maintained in stock (New Patient Packet) for downtime and uptime operations.
9. Optimizes patients satisfaction provider time and treatment room utilization while the patients are in the practice AND uses best practices while scheduling ensuring adherence to published scheduling guidelines
10. Keep patient appointments on schedule by notifying provider of patients arrival; reviewing service delivery compared to schedule; reminding provider and/or care team of service delays escalating to management when the delay exceeds an acceptable delay time (i.e. greater than 15 minutes)
11. Esnures a positive patient experience by anticipating patients anxieties; answering patients questions; maintaining the reception area ensuring it is a welcoming and clean environment.
12. Ensures availability of treatment information by filing and retrieving patient records within the EMR when presented in clinic; forwards large files timely to HIM department for upload .
13. Maintains patient accounts by obtaining recording and updating personal and financial information each time information is presented.
14. Maintains front office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; i.e. deposit materials and patient materials etc.
15. Help any patient in distress by responding to emergencies per the posted Emergency protocol
16. Protects patients rights by maintaining confidentiality of personal and financial information. Ensures conversations with patients in phone or in person are spoken in confidential tones.
    1. Ensures all patients follow a compliant path escalating any issues to management for assistance if asked go outside of established best practice or protocol protecting the organization from risk.
17. Maintains operations by following policies and procedures; reporting needed changes.
18. Contributes to team effort by accomplishing related results as needed.
19. Other duties as assigned by management.

POSITION REQUIREMENTS

• High School graduate or GED.

B. Qualifications/Experience

• At least one (1) year of experience in a medical front office setting or similar required.
• At least one (1) year of experience with direct handling of insurance eligibility/verification; required
• Medical Assistant front office experience preferred.

C. Special Skills/Knowledge

• Ability to maintain a professional and patient care oriented attitude.
• Must be able to multitask.
• Ability to read and speak fluent Spanish preferred.
• Excellent customer service skills strong and proven efficiency at multi-tasking flexibility telephone skills customer service time management organization attention to detail scheduling word processing professionalism quality focus.