Medical Receptionist - OBGYN Office

JOB SPECIFIC CORE COMPETENCIES:

• Register patients and update patient demographics.
• Schedule/reschedule/cancel patient appointments.
• Check patients in and out correctly and timely.
• Collect cash and card copays from patients.

PREREQUISITE SKILLS:    

• Demonstrated communication skills to effectively communicate with patients and patients’ families.
• Demonstrated reading skills to interpret instructions, manuals, insurance information, physician instructions and patient correspondence.
• Demonstrated math skills to calculate patient bills.
• Demonstrated knowledge of medical terminology.
• Operational knowledge of telephones, fax machines, postage machines, and other office equipment.
• Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate.
• Demonstrated ability in handling patient confidentiality.
• Ability to work with peers in a team situation and create a positive work environment for team members.
• Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, Excel/Word software, E-mail Usage and Web-based applications.  Required to check e-mail daily and use as a source of internal and external communication.  Required to understand and utilize electronic medical record technology.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 

The following list describes the essential duties of this role.  Individuals in this role may not perform all of these duties, or may perform additional, related duties not listed here.

• Schedule patient appointments
• Interact with patients in a warm friendly manner showing respect and courteousness 
• Enter data into systems accurately, completely and timely
• Determine information needed from patient for registration process and provide appropriate documentation to patient at registration
• Verify patient’s insurance eligibility
• Answer phone calls by the third ring
• Transfer calls to appropriate person or voice mail as directed
• Prepare and mail patient correspondence as directed
• Directs incoming patient and visitors to appropriate location
• Oversees the patient waiting area, coordinates patient movement, and reports problems or irregularities to manager
• Participates in all departmental and organizational meetings
• Performs nasal swabs according to protocol

COMPETENCIES:

Demonstrates the following competencies: 

ATTITUDE/CUSTOMER COMPETENCIES

• Caring, compassionate, and approachable in all customer contacts
• Privacy – respects customers’ right to privacy and modesty
• Confidentiality – maintains customers’ confidentiality
• Telephone etiquette – speaks so that customers hear a smile
• Appearance – takes personal ownership in appearance and that of work environment
• Initiative – takes necessary steps to fix problems immediately
• Providing Direction and Customer Acknowledgment – provides personalized attention by being courteous, friendly, and helpful when responding to customers’ needs
• Timely service – recognizes that customers’ time is very valuable; provides them with prompt service
• Customer information/education – provides customers with the best information needed to make informed choices

RELATIONSHIP COMPETENCIES/WORK GROUP COMPETENCIES:

• Demonstrates advocacy, respect and truth telling
• Demonstrates accountability for own actions
• Demonstrates ability to respectfully address interpersonal conflicts
• Takes initiative to help others
• Demonstrates a learning attitude toward solving problems
• Demonstrates openness to change and new learning
• Reports to work on time and has regular attendance
• Adheres to practice defined dress code
• Attends Staff meetings

ETHICAL DECISION-MAKING

• Respects the needs, expectations and rights of all individuals
• Advocates the rights of all to a safe environment
• Uses sensitivity to cultural diversity to guide decision-making

PERFORMANCE IMPROVEMENT

• Identifies work processes and strives to reduce cost and increase satisfaction
• Identifies customers and demonstrates understanding of customers’ expectations
• Actively works to increase satisfaction of all
• Monitors customers’ satisfaction
• Takes active role in department process improvement efforts; demonstrates understanding of outcomes  
• Demonstrates an understanding of responsibilities
• Demonstrates diagnostic thinking/reasoning
• Utilizes feedback from peers, supervisor, customers to drive performance and behaviors
• Prioritizes workplace safety

CERTIFICATION/LICENSE:  

• None required.

ADDITIONAL LICENSURE/CREDENTIAL REQUIREMENTS: 

• High school diploma or general equivalency diploma (GED).  

ADDITIONAL EDUCATION AND EXPERIENCE REQUIREMENTS: Mandatory Continuing Education: Customer Service, Fire and Safety, Corporate Compliance (including Confidentiality), Infection Control, and education required by regulatory, accreditation bodies, scope of practice, and/or Hancock Health. 

• Customer service experience and ability to work in a fast-paced high stress environment. 
• Excellent communication skills, spelling and grammar. 
• Attention to detail. 
• Good keyboarding skills. 
• Require one plus years of experience in a healthcare setting.

WORK CONDITIONS

PHYSICAL/MENTAL DEMANDS:

• Standing, sitting, walking, bending, kneeling, crouching, and crawling as needed more than 2/3 of day. 
• Occasional stress from dealing with many staff and patients.
  

EQUIPMENT USED: Computer, Telephone, Printer, Fax Machine, Copy Machine

ENVIRONMENTAL CONDITIONS:  

•  Works inside