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SUMMARY: The Medical Office Receptionist will greet patients, activate patient files, and move patients through a pre-determined schedule of appointments at a physician’s office.

LEAD RESPONSIBILITIES:

• Ensure all reporting employees are following company policy and procedures.
• Oversee and mentor reporting employees, providing guidance and support throughout their employment.
• Develop and implement training programs tailored to individual needs and departmental goals.
• Monitor employee performance, providing constructive feedback.
• Foster a positive learning environment that encourages questions and skill development.
• Provide feedback to supervisors regarding employee performance.
• Collaborate with management to assess training and procedure effectiveness and make necessary adjustments to ensure the department is running effectively and efficiently.

DUTIES AND RESPONSIBILITIES:

• Welcomes patients and visitors to the medical office by greeting patients and visitors in person and on the telephone and answering inquiries or referring questions to other staff members.
• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Schedules appointments for the physicians and mid-level providers to optimize patient satisfaction, provider time, and most effective use of examining and treatment rooms.
• Prepares a daily schedule of examinations for each provider according to company standard procedures.
• Checks for the correct sequence of patient documents inserts new patient record forms, and places files in
  sequence for physician examination or treatment.
• Ensure compliance with HEDIS measures (P4P) by monitoring and completing any missing procedures, and coordinating with healthcare teams to improve patient outcomes and meet quality metrics.
• Endeavors to keep patients on schedule by reminding provider of service delays.
• Assists ill or distraught patients as necessary.
• Orders and maintains supplies, arranges for equipment maintenance, and keeps reception area organized.
• Assists patients with insurance papers and billing questions.
• Receive, sort and distribute incoming and outgoing mail and packages to ensure timely delivery to appropriate departments and personnel.
• Ensure all copays and payments are entered at the time of service, and accurately batch daily transactions for reconciliation and reporting.
• Participates in the medical office emergency routine when required. Summons ambulance or EMS or assists other staff members as needed.
• Performs general clerical duties including but not limited to filing, photocopying, faxing, and mailing as required.
• Performs other related duties as assigned by management.

SKILLS AND ABILITIES

• Personality and demeanor to deal with the public and assist ill, older, or distraught
  patients.
• Ability to resolve concerns of difficult patients with professionalism and empathy, utilizing
  effective communication and conflict resolution skills to ensure positive experience.
• Proficient in Google applications such as but not limited to Google Sheets, Google Docs, and
  Gmail.
• Proficient in Microsoft-related software such as but not limited to Excel, Word and
  PowerPoint.
• Good organizational skills.

QUALIFICATIONS

• High school graduate or equivalent required.
• Completion of formal training program as nursing/medical assistant and/or comparable experience in clinical setting.
• Must possess current CPR certification.
• Knowledge of medical terminology.
• Ability to understand and adhere to established policies, procedures, and protocols.
• Strong charting/documentation skills.
• Excellent written and oral communication skills.
• Strong organizational, problem-solving, and analytical skills.
• Bilingual skills are a plus.

COMPETENCIES:

• Problem-Solving- Identifies and resolves problems in a timely manner; Gathers and analyzes
  information skillfully; Develops alternative solutions; Works well in group problem solving
  situations; Uses reason even when dealing with emotional topics.
• Customer Service- Manages difficult or emotional customer situations; Responds promptly to
  customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Teamwork- Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Planning/Organizing- Prioritizes and plans work activities; Uses time efficiently; Plans for
  additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Initiative- Volunteers readily; Undertakes self-development activities; Seeks increased
  responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Occasionally required to walk, stand, and bend.
• Continually required to utilize hand and finger dexterity
• Must be able to lift up to 25 pounds at times.