The Medical Receptionist Team Leader is responsible for assisting the Center Manager with the management of patient appointing services and day-to-day reception functions at the assigned facility. The Medical Receptionist Team Leader is responsible for leading and supervising Medical Receptionists in an enthusiastic and positive manner by providing guidance in regards to medical receptionists operations. The Medical Receptionist Team Leader reports to the Center Manager.
* High school diploma or equivalent
* Two years of direct experience in a health care setting in a front office capacity
* Electronic Health Records knowledge
* Bilingual in Spanish and English; written and verbal is preferred
* Ability to communicate effectively in English; verbal and written
* Ability to type 35 wpm and perform data entry; applicant to provide typing certificate
* Valid California driver's license, proof of insurance and personal transportation
* Assists with interviews for front desk positions with Center Manager.
* Schedules and assigns specific duties to medical reception staff performing daily functions in reception, medical records, cashiering and outreach, e.g., CHDP tracking, release of records tracking, mail, etc., and monitor consistency and completion.
* Responsible for updating, educating and auditing staff to all changes in policies and procedures, coordinated with the Center Manager
Assists to identify Medical Assistants performance to assist Center Manager with completion of performance evaluations.
* Identifies employee behavior and/or performance issues. When necessary seeks Center Manager and/or Human Resources assistance to address the behavior and/or performance issue.
* Responsible for auditing all deposits for accuracy
* Participates in orientation and training of medical receptionist, e.g., screening techniques to determine patient eligibility for services
* Attends monthly update meetings in Stockton with other team leaders
* Assists in the management of patient appointing services and day-to-day receptionist responsibilities
* Assists reception staff with patient problems, e.g., insurance, scheduling, etc.
* Reviews time cards independently or in conjunction with Clinic Manager
* Functions as a medical receptionist when staffing is low or patients are backed up
* Registers patients of all age groups. Inputs data and verifies registration and screens patients of all age groups for payment source and special program eligibility
* Maintains appointment system
* Calls patients of all age groups day before appointments and does mail reminders
* Answers telephone, screens and routes calls appropriately, takes messages, and provides information, effectively and efficiently
* Contacts new enrollees of all age groups under various health plans to set up initial appointments
* Updates, corrects, and clears clinic route slips
* Opens and closes clinic buildings as required
* Accepts payments over the counter, fills out receipts and balances cash at end of day
* Pulls positive labs and obtains medical chart for review by provider
* Maintains medical records. Files reports in a timely manner; follows check out procedures for medical records; maintains confidentiality of medical records
* Coordinates the referral of patients and the appropriate follow-up of referrals as directed by the nursing and clinician staff
* Handles patient complaints
* Opens, sorts, and distributes mail
* Processes requests for medical records
* Participates in meetings as required
* Performs other duties as assigned
Knowledge, Skills and Abilities
* Knowledge of business office procedures
* Knowledge of office management techniques and practices
* Knowledge of organizational policies, procedures and systems
* Knowledge of grammar, spelling, and punctuation to type patient information
* Knowledge of inventory and purchasing techniques and procedures
* Knowledge of equipment functions and ability to seek assistance with repair of equipment
* Knowledge of third party payer procedures in a managed care environment
* Skill in dealing with clients/customers in a positive and courteous manner
* Skill in operating computer, photocopy and facsimile (FAX) machines
* Skill in greeting patients and answering the telephone in a pleasant and helpful manner
* Ability to communicate clearly
* Ability to sort and file materials correctly by alphabetic or numeric systems
* Ability to maintain inventory of reception supplies
* Ability to establish and maintain effective working relationships with patients, employees, and the public
* Listens skillfully and displays a willingness and ability to acknowledge the needs,
expectations and values of others through the use of reflective listening and empathy
conveyance. Responds to needs in ways that are helpful and beyond expectation.
· Communicates effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling with every interaction
· Ability to provide excellent customer service that is reflective of a culture that values trust and respect.
TYPICAL PHYSICAL DEMANDS:
Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 35 pounds. Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate a calculator, telephone, copier,
and other such office equipment as necessary. Vision must be correctable to 20/40 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for long periods and to work in an environment which can be stressful.
TYPICAL WORKING CONDITIONS:
Work performed in reception, medical records, and cashier areas. Involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive.
Contact involves dealing with sick people. Frequent exposure to communicable diseases, toxic substances and other conditions common to a clinic environment.