Job Description

 POSITION SUMMARY:

The Registration Clerk/Receptionist is responsible for all aspects of patient registration at the clinic front desk. The incumbent is responsible for making appointments, delivering with enthusiasm and empathy, quality service to all customers, answering phones, providing answers to questions, collecting co-payments, accurate record keeping, and obtaining and verifying all demographic and financial information required for medical charting and billing.

 

PRINCIPAL ACCOUNTABILITIES:

  • Greets patients according to our Missions and Values and assists them with their needs.
  • Answers telephone within 2-3 rings in a professional manner, routes calls as necessary, records and delivers messages in a timely manner.
  • Reviews charts and pre-admits the day prior to the appointment for completeness and to identify information that will be required upon patient arrival, insuring visit specific forms are attached or in the chart. Initiates encounter form (superbill) for all patient visits.
  • Verifies current insurance information and eligibility verification for all insurances including Medi-Cal, Medicare, Private Insurance, CMSP, CHDP, Workers Compensation are accurate, current and have a monthly eligibility copy downloaded to the patient record.
  • Obtains authorization for services to be provided when necessary.
  • Maintains a cumulative “A” grade in the AHIQA registration software.
  • Provides Hospital and Clinic medical Providers and nursing staff with a copy of the daily schedule and notifies them of any changes throughout the day.
  • Telephones the following days patient’s to remind them of their scheduled appointments, and to inform them of their required copay amounts or information they may need to bring with them.
  • Schedules routine and return/follow-up appointments according to the Providers request.
  • Is expected to perform all tasks assigned to the Registration Clerk/Receptionist, including training of any personnel as requested by the Clinic Clerical Lead or the Director of Outpatient Clinics.
  • Manages difficult patient situations, such as frightened, ill, angry, etc. and notifies the Clinic Clerical Lead and/or Director of Outpatient Clinics when necessary.
  • Collects and records monies received. Balances the cash drawer at the closing of each day and forwards the payment journals to the Business Office.
  • Additional duties as assigned.

 

Professional Behavior:

  1. Places the patient’s safety, comfort, dignity and convenience before all other considerations.
  2. Behaves with courtesy and respect when speaking to patients, health professionals, and others.
  3. Strives to develop and maintain mutually beneficial long-term relationships with clients, business partners, community leaders and coworkers.
  4. Follows departmental operating procedures (neatness in work area, requesting time off, attendance, completing expense accounts, safety measures in office and field).
  5. Displays flexibility and adaptability in responding to departmental and professional changes.
  6. Demonstrates interpersonal relations, honesty, and ethical behavior of the highest standards.
  7. Seeks to do the right thing with respect to every decision.
  8. Seeks to understand and faithfully serve the needs of the community.
  9. Strives for both the short and long term profitability of EPHC.
  10. Applies recommendations for personal growth improvement.
  11. Appearance is professional and complies with organizational dress code.

Quality Improvement:

  1. Participates and adheres to department Quality Improvement activities seeking to provide the best care while looking for ways to be even better
  2. Responds to patient concerns in an effort to problem solve.
  3. Delivers care perceived by the patient/family to be personal, respectful, attentive, courteous, tactful, and professional.
  4. Demonstrates support and follows the Mission & Values of EPHC at all times.
  5. Corrects inaccurate work and reports consistent non-compliance to the Clinic Clerical Lead.

 

POSITION REQUIREMENTS: (Include Education, Certifications, Physical Capacities, Equipment Used, Specific Skills)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION/EXPERIENCE:

  1. The following education or combination of education and experience are required for the position:
  2. Interpret basic patient needs.
  3. High school diploma or GED. 1-2 years of medical or clinical experience preferred.
  4. Command of the English language and able to communicate clearly to callers, visitors, patients, and all other staff members.
  5. Basic mathematic skills, able to read and copy figures accurately, and the ability to properly prepare and complete co-payment transactions.
  6. Understanding of HIPPA and confidentiality issues as they relate to patient documents and communications.

 

SKILLS:

  1. Customer service focused.
  2. Can clearly explain front office procedures to patients.
  3. Excellent phone etiquette.
  4. Have valid California driver’s license, good driving record, and proof of insurance.
  5. Operates basic office equipment: typing, faxing, copying, printing, and calculating.
  6. Must be able to work under steady pressure with diverse stimuli and constant patient contact.
  7. Must demonstrate reliability and punctuality.
  8. Medical office experience preferred.
  9. Provide positive solutions and constructive strategies applicable to an office setting.

 

Abilities

  1. Able to relate well with clinic and hospital support staff.
  2. Able to assist with minor problem-solving and assisting with locating appropriate person to help.
  3. Able to express empathy towards patients during demanding patient and organizational needs.
  4. Able to orient and train new staff with kindness and patience.
  5. Possesses an ability to prioritize assignments and responsibilities, and handle a wide range of duties.

Personal Characteristics

  1. Demonstrates integrity and honesty.
  2. Self disciplined.
  3. A creative problem solver.
  4. Communicates clearly.
  5. Open to constructive criticism.

 

PHYSICAL CAPACITIES/EQUIPMENT OPERATED:

Must be able to lift 20 pounds from the floor to waist, and push at least 50 pounds (objects on wheels). Flexible arm movement associated with filing and/or stocking duties. Ability to reach above shoulder level. Must be able to sit for long periods of time.

 

The physical demands and work environment described here are representative of those required for any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Specific vision abilities required by this job include close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Clear speech is required for telephone communication, and communication with other employees and patients.  Hearing is required for telephone, employee, and patient communication.

 

The work environment is an enclosed space. The noise level is moderately quiet, with occasional noise from medical and laboratory equipment, cast saw, patient and employee conversation, photocopiers, computer keyboards and printers, telephones, etc. There are odors associated with human bodies and bodily functions, cleaning and disinfectant solutions and other chemicals.

 There are caustic chemicals present. There is occasional potential for exposure to blood-borne pathogens and biohazardous material.

Equipment operated and/or maintained:

 

            Fax Machine                  Multi-line telephone

            Desktop PC                    Photocopier

            Paper Cutter                  Labeler

            Calculator                     Scanner

            Hole Punch                    Stapler