Receptionist, Front Desk

DEPARTMENT: Reception

REPORTS TO: Clinic Operations Supervisor

DIRECTION OF OTHERS: None

POSITION PURPOSE:

Responsible for using customer service skills to promote a positive image to all patients and visitors that enter the clinic in accordance with departmental standards. Excellence is to be centered on patient care and patient relationships and is the responsibility of all employees.

QUALIFICATIONS:

Education/Experience:

High School diploma or GED required.

Completion of a medical office course or equivalent experience preferred.

Previous clinic experience preferred.

Skills and Abilities:

Must be organized and able to establish priorities

Must be able to problem solve and recommend solutions

Strong attention to detail

Ability to communicate effectively

Works productively as a team player

Adapts positively to changes in the work environment

POSITION RESPONSIBILITIES:

Greets patients and visitors in a prompt, friendly and professional fashion.

Provides a high level of customer service and service recovery as needed.

Acts individually and with others to meet each patient’s needs.

Checks in patients in an accurate and professional manner.

Verifies demographic and insurance information and collects co-payments as required.

Verifies insurance eligibility if necessary.

Informs clinical areas of the patient’s arrival and directs patients to the appropriate care area.

Monitors the waiting room for extended patient wait times.

Provides patients with the appropriate forms, questionnaires, etc.

Assists with the clerical duties of the clinic, e.g., faxing, making copies, etc.

Maintains knowledge of appointment scheduling, schedules appointments in an accurate and timely manner, and reschedules patient appointments as necessary.

Answers telephone takes and relays messages.

Completes the referral authorization process as required by each health plan.

Calls patients to schedule pre-visit lab appointments when indicated.

Manages incoming patient forms and tracks them using online forms tracking.

Continually monitors waiting room area to maintain a clean, tidy environment at all times.

Prepares reconciliation report.

Participates in cross training and provides interdepartmental coverage as needed.

Follow all Care Model Process workflows.

Participates in Quality Service initiatives.

Abides by the Code of Conduct and Corporate Integrity Program.

Performs other duties and responsibilities as assigned.

When Located in Clinical Areas:

Answers incoming telephone calls and overhead pages for clinical area.

Sends normal pap results to patients.

Faxes OB records to hospital as required.

Data collection as required.

Schedules surgeries and/or medical procedures and assists with referrals as required.

Schedules appointments as required.

X-ray records: pulls and records x-rays on patient folders.

Enters screening mammogram orders and mammography related paperwork.

Handles film requests from outside sources and to outside services.

Documents X-ray reports for radiology readings.

Abides by the Code of Conduct and Corporate Integrity Program.

Performs other duties and responsibilities as assigned.

CONFIDENTIALITY STATEMENT:

The relationship between a caregiver and a patient is a very personal one. It is strictly confidential, both ethically and legally. This means that all facts relating to the patient’s complaints, diagnosis, treatment or financial account information must not be discussed without a need or right to know for patient service and care delivery.

TYPICAL PHYSICAL DEMANDS:

Exerting up to 20 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Requires manual dexterity and eye-hand coordination. Requires sitting and/or standing for extensive periods of time. Corrected hearing and vision to normal range required.

The physical demands described here are representative of those that must be met by an 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.

TYPICAL WORKING CONDITIONS:

May have exposure to patients and staff with communicable diseases and other conditions common to a clinic environment.

The work environment characteristics here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MACHINES, TOOLS, EQUIPMENT AND WORK AIDS:

Commonly used office equipment such as computers, telephones, copiers, fax, headsets, credit card machine and printer

WORK SCHEDULE : Hours vary Monday through Friday between 7am-6pm and occasional Saturday until 12pm.

This description is intended to provide basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions are subject to change as needs evolve.

(05/03/24)

Reviewed/Approved: 01/22

We’re a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.

At HealthPartners, everyone is welcome, included and valued. We’re working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.

Join us and become a partner for good, helping to improve the health and well-being of our patients, members and the communities we serve.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.