Medical Receptionist/Call Center

Position: Medical Receptionist - Front Office

Telephone Duties:

• Answers the telephone warmly, greeting callers in a pleasant and professional manner.
• Never place a caller on hold until you are sure you have given them a chance to state the reason for their telephone call. Placing calls on hold should not be the norm.
• Takes accurate information from the patient regarding their demographics, referrals, insurance and authorization information when making appointments and enters into EPIC.
• Schedules all appointments per standard of practice in EPIC.
• Records accurate clinical messages from patients in EPIC (Clinical Inbox Messaging) and routes them to the Clinical person of the day
• Records accurate appointment message information from patients and routes them to the appropriate front desk person through EPIC. This would include notification of cancellations to other front desk staff.
• Directs call appropriately, i.e., billing questions, accounting etc.
• Makes phone calls for clinical staff to obtain information, labs, etc.
• Notifies the clinical personnel and/or physician of urgent/emergency calls.
• Cancels appointments as necessary from either the patient or the physician and ensures that the empty appointment slot is filled with another patient.
• Responds to routine telephone requests for information/service.
• Handles all appointment schedule changes.
  Computer Responsibilities:
• Gains and continuously demonstrates a thorough knowledge in the following software programs: EPIC, Athena (using for back end billing), Gmail, Word, Excel, Scan Sharp, Paychex (for self), website benefit program, Enterprise Check Scan, etc.
  EPIC/Athena
  Demonstrates excellence in patient registration when necessary
  Ensures that referral source is properly updated in EPIC/Athena
  Enters cancellations, reschedules, no show into EPIC each and every day which is critical for statistical analysis
  Scan Sharp
  Gains and continuously demonstrates a thorough knowledge of the insurance card scanning software
  Enterprise Check Scan
  Gains and continuously demonstrates accuracy and timeliness of scanning patient checks for services rendered.
  EPIC

• Update EPIC upon each patient arrival of referring physician and primary care physician address, phone number and fax number
• Add or update complete and accurate pharmacy information
• Using clinical messaging accurately and based upon practice protocols
• Monitors and responds to requests
  Email
  Gains and continuously demonstrates a thorough knowledge of office email, checking it routinely and responding to requests on a daily basis.
  Microsoft Word and Excel
  Gains and continuously demonstrates an acceptable fund of knowledge in order to open and read documents, prepare letters to patients when the need arises
  Dermcare Physicians and Surgeons Website and Benefit Portal
  Gains and continuously demonstrates a familiarity with our practice website and its features as well as using the employee only benefit portal to obtain practice information and schedules
  Paychex Payroll System
  Gains and continuously demonstrates accuracy and familiarity with entering all employee time clock information as well as time off requests into the Paychex system
  New Patient Appointments

• Demonstrates excellent telephone customer service skills to referring physician offices and patients seeking to schedule an appointment
• Schedules each new patient exactly to the office protocol
• Obtains basic registration demographics including telephone contact numbers
• Ensures that the patient receives the new patient packet either by email or regular mail
• Offers any other necessary information or assistance
  Waiting Room Environment
• Ensures that the waiting room is a comfortable environment for our patients. Closely watch patient flow maintaining a keen sense of who is still waiting in case we need to update patients when a delay occurs
  • Magazines are always up-to-date
  • Is a comfortable temperature
  • Fresh coffee, tea and water are available throughout the day
  • Refreshments available per practice protocol

Arrival

• Immediately upon arrive, warmly greets patients and other visitors using advanced customer services skills
• Arrives patients in the computer system, verifying that they have been pre-registered, scan patient?s insurance card
• Reviews all new patient forms to ensure that they are completed thoroughly and signed where necessary.
• Update EPIC with pharmacy information, referring and primary care physician
• Collect copayments and/or coinsurances from the patient and provide them with a receipt
• Generates the encounter ticket
• Place the arrival paperwork and the encounter ticket in the Clinical area arrival bins..
• Responsible for communicating patient problems and needs immediately.
  Check Out
• Once the patient visit is complete and they arrive at the reception desk:

Daily Fax Referral Management

• Follow office protocol in regarding to management of incoming referral fax requests
• Daily Front Desk Duties: Follow all instructions per the front desk daily check list
• Review physician schedules ahead to identify possible problems and correct errors made by scheduling staff
• Actively seek out to fill any appointment slots that have been left open from a cancellation
  Medical Record/Scanning
• Following patient arrival, scan all new patient paperwork into EPIC per the practice protocol
• Prepare any necessary chart material for the day?s appointments