MEDICAL RECEPTIONIST - FULL TIME - WILMINGTON CLINIC

If you are interested apply online and send your resume to PBaker@mlkch.org

POSITION SUMMARY

The Medical Receptionist's primary responsibilities include greeting patients, check-in and check-out processes, managing the center's 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 :

a. Primary Care office / provider

b. Patient contact phone, email, and home / mailing address

c. Insurance information including subscriber information

i. Verification at each encounter of insurance eligibility or provision of self pay costs when applicable

ii. Validation of system entries to ensure appropriate payers are assigned by visit type, Behavioral health vs. office visits etc.

d. Validation of patient to insurance relationship by viewing Photo ID and Insurance Card

e. Signed consents to treat, assignment of benefits, Notice of Privacy Practice, and demographic information

f. 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.

a. Ensures appropriate coverage of front desk operations, including Care Phone assignments is managed daily.

6. Schedules patients as needed from the following scheduling queues :

a. Reschedules in the clinic due to scheduling changes for a provider (displaced patients)

b. 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, photo coping, 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 patient's 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. Ensures 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.

a. 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

A. Education

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.

LI-PB1

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