Medical Receptionist - Call Center Santa Rosa Community Health Santa Rosa

Title Medical Receptionist - Call Center
Date 22 November 2020
Company Santa Rosa Community Health
City Santa Rosa

Short Description :

Appropriate individual or department The Medical Receptionist provides phone amp reception support to patients and may be assigned in only one of these two work areas at a time The Medical Receptionist provides exceptional customer service, to include courteous, helpful, accurate and ,…

Full Description :

This position provides much of the clinic’s daily communication and reception support. The Medical Receptionist provides phone & reception support to patients and may be assigned in only one of these two work areas at a time. The Medical Receptionist provides exceptional customer service, to include courteous, helpful, accurate and proactive communication and problem solving for patients to ensure that their health care is provided in the most effective and timely manner possible. This position is the essential point for accurate data entry regarding patient demographics and insurance.

Duties and Responsibilities:

Responsibilities in RECEPTION Area:

  • Checks in patients, runs insurance eligibility, acquires patient financial status, collects co-pays as appropriate or collects fees from patients eligible for the sliding scale. Collects fees at discharge for services added during visit.
  • Consistently delivers excellent customer service by putting the patient first, speaking with them respectfully and kindly, and by doing their best to meet patient needs.
  • Demonstrates excellent teamwork by helping members of team with workload.
  • Performs pre-registration and confirmation calls for clinic.
  • Supports administering patient surveys.
  • Updates and verifies patient’s previous balance and initiates a collection plan for patient.
  • Registers new patients, obtaining personal, financial and other required information. Completes patient information and demographic information fields in electronic medical record and scans in appropriate paperwork.
  • Reconciles cash receipts daily.
  • Schedules appointments for walk-in patients, follow up appointments and appointment requests made by phone.
  • Records patient no-shows and cancellations.
  • Provides information about health services and program eligibility, including MediCal, refers uninsured patient to the Application Assistant.
  • Reports any patient concerns or complaints to supervisor.
  • Assists in the maintenance of reception area/waiting room: maintains safe and welcoming environment by updating patient communication and educational materials available, reporting damage of furniture and equipment to supervisor, and monitoring good patient flow; keeps patient informed of status while waiting.
  • May be trained and expected to provide community resource information to patients.
  • Helps with scheduling for CPSP providers and health educators, Mental Health providers and group medical visits. Maintains updated calendar of services offered including support groups, group medical visits, classes, etc. Assists in providing information to patients.
  • Assists patients with completing required paperwork.
  • Other duties as assigned.

Responsibilities in PHONE Area:

  • Answers all incoming phone calls and directs them to appropriate individual or department.
  • Makes appointments as directed by appointment policies.
  • Routes new patients through new patient process.
  • Routes triage calls to appropriate RN.
  • Provides clinical staff with timely and clear communication regarding patient needs.
  • Assists patients in problem solving medication prescription delays and routes medication questions to the on-call nurse or provider.
  • Provides information about clinic services and program eligibility, including MediCal.
  • Participates in ongoing training.
  • Other duties as assigned.
  • Meets customer service standards.
  • Follows all SRCH policies & procedures.
  • Participates in ongoing training.

Education:

  • High school diploma required.
  • Post-secondary education preferred.

Experience:

  • Experience with heavy phone volume, scheduling, verifying insurance eligibility, preparing medical records preferred.
  • Previous customer service experience preferred.
  • Electronic medical records experience preferred.

Knowledge and Skills:

  • Demonstrated proficiency with all tasks on the most current Medical Receptionist competency list.
  • Fluency in English and Spanish (speak, read and write) required
  • Strong customer service and interpersonal skills; ability to be sensitive with persons of various social, cultural, economic and educational backgrounds; previous customer service training preferred.
  • Demonstrated ability to remain calm in stressful situations.
  • Strong problem solving skills and multi-tasking skills required.
  • Strong organizational skills with ability to prioritize projects, work relatively independently, manage multiple tasks, and meet deadlines.
  • Demonstrated computer/keyboard proficiency and experience with
    Microsoft Office applications as evaluated by skills testing.
  • Ability to learn new software quickly.
  • Ability to operate office equipment.
  • Ability to work flexible hours.
  • Demonstrates knowledge of compliance issues within the community clinic environment.
  • Demonstrates a willingness to report any incident that is unusual or incompatible with accepted clinic procedures.
  • Complies with HIPAA policies
  • Strong written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Good judgment and decision-making skills

Physical Requirements:

While performing the duties of this job, this position is frequently required to do the following:

  • Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.
  • Communicate effectively in person or via telephone in a manner, which can be understood by those with whom the person is speaking, including a diverse population.
  • Give and follow verbal and written instructions with attention to detail and accuracy.
  • Perform complex mental functions; collect, interpret, and/or analyze complex data and information.
  • Vision: see details of objects at close range.
  • Coordinate multiple tasks simultaneously.
  • Reach forward, up, down, and to the side.
  • Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.
  • Lift up to 20 pounds.

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