Medical Reception Call Center 2

Summary: Under the direction of the Practice Administrator and Office Manager, the Medical Receptionist/ Call Center 2 (MRCC2) provides assistance, services and care to patients by scheduling appointments, greeting, resolving problems and handling payment and insurance information for patients by phone or in person. This position provides clerical and data entry support to the Care Center and may schedule outpatient procedures and similar duties. This position requires a positive approach, ability to multi-task, flexibility and a keen understanding of policies and procedures.

Essential Responsibilities:

• Liaison between physician and patient
• Makes, reschedules and cancels appointments.
• Check in and check out patients.
• Processes tasks and or messages in gMed.
• Searches patient information via gMed and verifies demographic information for accuracy and HIPAA compliance
• Answer and direct telephone calls appropriately and obtain detailed information when making patient office appointments in the EMR system.
• Greet patients in a pleasant, polite and professional manner in person and over the telephone, triages and acts as an information resource for patients, staff and physicians.
• Resolves problems either independently or by knowing when appropriate to seek out another resource.
• Clerical responsibilities include obtaining accurate insurance, referrals and patient ID, mailing paperwork and using general office equipment competently.
• May schedule hospital and outpatient procedures.
• May collect co-pays/payments on patient accounts, balances daily batches, summarizes batches.
• Follows up on recalls and orders.
• May set up drug representative lunches.
• Attends trainings and staff meetings.
• Logs into ancillary portals to obtain medical information and/or reports on patients.
• Prepares patient charts for upcoming visits.
• May review procedure preparations with patient and provide information regarding medications, financial responsibility, directions, risks and pharmacy.
• May provide patients with clinical summary and office policies..
• May schedule follow up appointments.
• May give patients prescriptions for labs and radiology as well as assist in scheduling
• May give patients educational information and advise on calling insurance to check on coverage.
• Functions as administrator to Physician
• Abide by the policies, procedures, guidelines, rules, testing, security administration and confidentiality of the Patients and Practice under the guidelines of OSHA and HIPAA Laws safeguards.
• Performs specialized tasks, projects as requested by Physicians, and management accurately in a timely fashion.
• Work collaboratively with all office employees and physicians to ensure task completion within specified timeframes.
• Displays consistent positive and polite approach towards patients, customers, vendors, management and co-workers.
• Resolves problems either independently or by knowing when appropriate to seek out another resource.
• Works varying or longer schedules, if Practice needs require.
• Overall knowledge of office procedures, posting charges and/or billing procedures and insurance.
• Maintains clean, orderly and organized workstation.
• Reliable and flexible, keeping absences and tardiness to a minimum, acceptable standard.
• Cross trains with other office positions and provides coverage for other positions as needed or directed.
• May work out of other local offices, as directed.
• Performs other duties as required.

Essential Skills:

• Overall knowledge of medical office procedures, posting charges and/or billing procedures and insurance.
• Comfortable multi-tasking with a sharp attention to detail
• Can perform duties accurately in a timely and efficient manner.
• Can demonstrate exemplary customer service skills.
• Excellent interpersonal skills, with a strong ability to remain cordial throughout the work day as well as to maintain patience under occasional stressful situations.
• Excellent verbal and written communication skills.
• Computer skills: data entry, knowledge of EMR, or ability to be trained.
• Must be able to drive or have transportation to work out of other local offices.
• Demonstrates strong time management skills and organizational skills.
• Must be able to exercise discretion, diplomacy and tact in patient and staff interaction.

• Must consistently display patience, courteousness and respect.

• Knowledge of HIPAA and OSHA Laws and safeguards, or the ability to be trained in HIPAA and OSHA, and be able to follow these guidelines at all times

Education and Experience Required: High School graduate or GED. Prior Medical office experience preferred, but will train qualified candidate.

Supervisory Responsibility: None

Work Environment:

This job operates in a professional medical office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets and fax machines.

Dress attire required: Medical scrubs only

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Days/Hours: Schedule determined by the needs of the Care Center.

Physical Demands:

While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

This position requires the ability to occasionally lift office and medical products and supplies, up to 20 pounds.

This position may require providing light physical assistance to a patient while escorting him or her around the office.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.