CLINIC RECEPTIONIST

STATEMENT OF PURPOSE:

Receives, greets and directs patients, visitors and hospital personnel in a courteous manner. Interviews the patient/guardian to accurately obtain and appropriately record the information necessary to complete the admitting process in a courteous and efficient manner. Maintains electronic clinic medical records. Assists Billing/Coding Technician in posting patient charges and adjustments to patient accounts. Courteously answers and transfers incoming calls. Schedules patient appointments using clinic scheduling software according to pre-defined guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Surveillance, Prevention, and Control of Infection

• A. Follows infection control procedures and universal precautions as applicable to work at hand according to established policy.

Completes Infection Control education with passing score, safe practice by observations of supervisors and peers, no identifiable trends noted.

2. Management of Human Resources

• A. Assists in the orientation and development of personnel and students according to department needs and as directed.

As evidenced by preceptorship noted on orientation checklists.

• B. Assumes responsibility for professional self-development. Participates in inservices, educational programs, unit meetings (attend a minimum of 80% of unit meetings per year), and mandatory meetings.

As evidenced by Education Record complete with minimal follow up required for compliance by supervisor.

• C. Communicates congenially and in a professional manner with co-workers, families and physicians.

As evidenced by appropriate verbal, non-verbal, and written communications regarding progress, problems, and other issues.

• D. Performs other duties as assigned.

As evidenced by completion of assigned duties within established time frame.

• 2.1. Communicates and cooperates with co-workers and director to contribute to a productive and harmonious work environment.

• 2.2. Assumes personal responsibility to complete all required competencies, certifications, annual HealthStream education and SQSS tasks within the assigned timeframes.

3. Management of Environment of Care

• A. Practices proper safety techniques in accordance with hospital and departmental safety policies and procedures, and state/federal regulations, including the Hazardous Drugs policy, related policies and SDSs (i.e. chemo, cytotoxics, some anesthetics).

Completes Safety education with passing score, participation in disaster preparedness drills, completion of competency checklists reflect proficiency in department specific needs, no identifiable trends noted.

• B. Keeps work area free of hazardous obstacles.

As evidenced by direct observations.

• C. Reports and appropriately documents all hazardous conditions, equipment or utility malfunctions/failures, and user errors affecting safety of self or others during shift when identified.

As evidenced by ability to verbalize procedure for appropriate response to equipment malfunctions or hazardous condition and location of Safety Data Sheets for your department.

4. Leadership

• A. Demonstrates understanding that patients, physicians, visitors and other hospital staff are customers, and consistently seeks to exceed customers expectations

As evidenced by positive feedback from customers, co-workers and supervisors.

• B. Demonstrates the mission of the hospital is met by demonstrating the Core Values:

Be Accessible – determined to provide local interventional healthcare for the community.

Be Helpful – always help each other while caring for others.

Be Knowledgeable – knowledge applied thoughtfully to others.

As evidenced by positive feedback from customers, co-workers and supervisors.

• C. Has reviewed and complies with general hospital and departmental policies and procedures and applicable laws and regulations including CMS/OIG corporate compliance regulations.

As evidenced by the ability to verbalize understanding applicable to position, no identifiable trends noted.

• 4.1. Presents professional appearance and demeanor.

5. Patient Rights and Organization Ethics

• A. Promotes and maintains confidentiality of information regarding patients, families, health care personnel and the facility.

• 5.1. Treats patients, families, public at large courteously, efficiently, and professionally to create the best possible first impression of the hospital and its clinic.

6. Improving Organizational Performance

• A. Participates in hospitals quality, risk and utilization plan.

As evidenced by involvement in meetings, QI projects, and assessment and improvement activities.

7. Management of Information

• 7.1. Retrieves past records for incoming patients and updates as necessary.

• 7.2. Matches and scans diagnostic testing results in patients electronic medical record.

• 7.3. Takes telephone calls in courteous and professional manner, answers questions willingly, provides assistance as requested, and completes all necessary follow up.

• 7.4. Takes and refers messages as necessary.

• 7.5. Sorts, scans and appropriately distributes information coming in from physician offices, transcription, lab, history and physicals, etc. into the patient electronic medical record.

• 7.6. Collects payments, processes credit cards payments and prepares receipts for patients who make payments at clinic.

• 7.7. Appropriately refers patients with need for financial arrangements questions to the Billing/Coding Technician or HRMC collection staff.

• 7.8. Processes admissions to accurately obtain and record all information necessary for admission and reimbursement by responsible payer(s).

• 7.9. Obtains patient or patients legal representative signature on required forms. Witnesses, date and signatures obtained as appropriate.

• 7.10. Collects, assembles, scans and verifies pre-admission and admission information to form a complete electronic record.

• 7.11. Arranges transport services for patient to appropriate hospital department.

• 7.12. Performs insurance verification and pre-certification of services.

• 7.13. Delivers daily bank deposit to HRMC cashier.

• 7.14. Schedules patient appointments using clinic scheduling software according to pre-defined guidelines.

• 7.15. Posts patient charges and adjustments accurately to the patient accounts.

QUALIFICATIONS:

A. High school graduate or GED equivalent. One or two years of college or business school preferred. One year of experience in a hospital or similar medical facility preferred.

B. Accurate typing skills equivalent to 40 wpm. Computer experience preferred.

C. Visual, auditory, and speech acuity requisite to verbal and written communication with staff, patients, families, physicians, and public.

WORKING CONDITIONS:

A. Work involves much personal contact and interaction with other staff, patients, families, physicians and the public.

B. Work is in a quiet clean, well-lighted, climate controlled environment. Minimal hazards under normal conditions.

C. Work requires finger/hand dexterity and eye/hand coordination.

D. Work involves sitting, standing, stooping, bending, pushing, pulling, reaching, and some moving about within the office and the hospital.

E. Work involves light (exerting/lifting up to 20 pounds occasionally, up to 10 pounds frequently, or a negligible amount constantly) to moderate (exerting/lifting up to 50 pounds occasionally, up to 20 pounds frequently and 10 pounds constantly) lifting in carrying medical records

F. Work may be repetitious and interruptions are frequent.