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Form of workDes Plaines Valley Health Center Receptionist - Bilingual (English & Spanish)
Position Summary:
The receptionist is responsible for providing front desk and administrative support to ensure optimal customer service and patient engagement through effective and efficient patient care processing. The position is vital to the patient care team and is instrumental in guiding the patient through the health care processes involved with their visit. The receptionist is essential in the revenue cycle process by ensuring correct data entry of patient demographics, thorough assessment of health care coverage, accurate health care coverage posting and appropriate cash collections.
Core Job Responsibilities:
• Greets patients and families in a warm, pleasant and prompt manner in person and over the phone. Handles all incoming call with courtesy. Answers incoming calls within three (3) rings. Refers patients to other members of the care team and/or external partners based on the nature of the visit/call.
• Communicates with providers, medical assistants and other employees using a team-based approach to coordinate patient care.
• Works effectively as part of the health care team and as an advocate for patients and their families helping patients navigate the system (referrals, health plans, etc.).
• Helps patients navigate through the health center. Administers health center operational orientation to new patients and their families.
• Obtains appropriate signatures on forms/consents. Enters/updates relevant patient information into EHR including scanning documents.
• Explains and interprets ACCESS policies, procedures and protocols to patients and their families. Directs patients to benefits specialists as needed.
• Screens patients for healthcare benefits/coverage and/or eligibility to participate in grants or other available programs. If patient is uninsured, help with orientation and enrollment in grant programs.
• Schedule patients according to empanelment guidelines confirming primary care provider assignment with patient and addressing any discrepancies.
• Determines patient payment source and/or type and adheres to defined collection polices and procedures. Explains financial requirements to the patients/families/responsible parties and collects co-pays as required.
• Completes processing of the patient at the end of the visit, including any follow-up and/or additional cash collection. Ensures all patient concerns have been met prior to exit.
• Completes procedures for reconciliation of encounters, cash receipts balancing and depositing of cash collections.
• Upholds patient confidentiality and HIPAA standards at all times.
• Acts in the best interest of the patients at all times, providing direct support and guidance when possible. When support is out of scope, provide a "warm hand-off" as defined by AHRQ to the appropriate party.
• Calms and defuses irate callers and patients by working with them to identify and properly address concerns.
• Maintains all work areas and stations in a neat and orderly manner.
• Performs other duties as assigned.
Requirements/Preferences:
• High school diploma or equivalent required
• Basic proficiency in computer skills required
• Administrative experience preferred
• Customer service experience preferred
Competencies/Behaviors:
• Communication - ability to effectively communicate with diverse population
• Customer service orientation
• Organizational and time management
• Ability to handle a fast-paced, stressful environment
• Ability to multitask; talk on the phone, greet patients, make notes on the computer, check details, etc.
• Ability to handle frequent interruptions
• Ability to compassionately interact with and relate to people of diverse backgrounds; culturally sensitivity
• Collaboration and team work - ability to act independently as well as work within a team.
• Ability to solve problems and coordinate patient needs with the health center schedule.
Working Conditions/Equipment:
• Health Center Environment
• Ability to sit for up to four (4) hours at a time.
• Ability to stand for up to two (2) hours at a time.
• Ability to lift and carry up to 10 lbs.
• Occasional evenings and weekend shifts required.
• Computer
• Phone/Fax/Copier/Scanner
Other details
- Pay Type Hourly
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