Description:
Manage/ensure collection of accurate data related to appointment scheduling, registration, financial transactions, document scanning, and detailed messaging utilizing excellent customer service skills and professionalism.
Reception Responsibilities
Greet patients upon entry to the building
Collect patient payments when payment is required; issues payment receipt
Initiate patient flow process by correct placement of chart for appointment services
Work with clinical staff to ensure timely patient flow throughout the clinic
Act as a liaison between patients, patient’s representative, physicians, and other staff members
Balance cash drawer and complete daily ledger for all incoming monies
Help keep reception area and work areas neat and clean
Ensure that follow up appointments are scheduled
Proper documentation of missed, cancelled, and non-rescheduled appointments
Separate and distribute incoming faxes and mail
Relay orders for outside diagnostic studies and referrals
Obtain any necessary authorizations for outgoing services
Perform other clerical tasks as assigned
Call Center Responsibilities
Answer incoming phone calls with standard greeting and identification in a courteous and professional manner
Receive and convey messages in writing, verbally and electronically
Assist in patient scheduling and rescheduling needs
Maintain patient accounts by obtaining, recording, and updating personal and financial information
Direct calls to proper extensions and/or voice mail or takes messages, as required
Medical Record Responsibilities
Scan and index patient records into EMR system
Print appointment paperwork
Manage fax press
Requirements:
Position Requirements
High school diploma or equivalent
Ability to speak, read, and write English
Ability to calculate basic math
Strong communication and interpersonal skills
Basic computer skills/knowledge and keyboarding skills
Ability to multi-task and think critically
Ability to work independently or as a team
Physical Requirements
Ability to stand, walk or sit for an extended period of time
Requires frequent bending, squatting, stooping or stretching
Ability to reach by extending hand(s) or arm(s) in any direction
Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
Vision and hearing within normal parameters to perform job requirements
Ability to lift up to 20 pounds without assistance
Possess physical agility to respond in a quick manner and appropriately to respond to unexpected patient and family safety needs
Customer Service
Professional communication with patients, families, physicians and institutional departments to achieve optimal urological care delivery as directed
Provides for timely communication to patients, families, physicians, and other staff members
Recognizes and reports circumstances and situations not achieving patient/family satisfaction
Recognizes and reports communication issues personally and emergently with issues of urgency or potentially requiring managerial or administrative intervention
Technology
Provide for documentation electronic environment following established protocols
Ensure responsibility of current passwords for required institutions and facilities
Safety
Follow safety standards in all aspects of performance of the above essential functions
Follow standard precautions in the provision of patient care and implements other infection control measures as necessary
Reports/documents unexpected occurrences involving patients and others as appropriate
Follows facility specific emergency and disaster preparedness plans
Administrative Competencies
Protects patients’ rights by maintaining confidentiality of personal and financial information in accordance with HIPAA guidelines/regulations
Maintains attire standards of the departmental dress code
Observes and respects the confidentiality of information in regards to patients, doctors, and fellow employees
Cross trained to primary tasks of medical records
Maintains operations by following policies and procedures; reporting needed changes
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