Front Office Clerk

JOB SUMMARY:

To provide excellent “Customer Service” daily. Display a professional and courteous attitude at all times. Prepares patients for Nurse Office Visits (NOV), and Doctor Office Visits (DOV) with required paperwork. Responsible for following all (CHS) policy and procedures, objectives, and philosophy. Effectively process all incoming phone calls via transfers and messages as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Telephone Receptionist (Window I)
   1. Primary function answering phone calls (all phone calls will be answered within three rings), taking appropriate messages, and scheduling patients as required.
   2. Back-up to Check-in Receptionist when busy to get patients processed in a timely manner.
   3. Back-up to Check-out Receptionist when busy to get patients checked out in a timely manner.
   4. Call patients 2-3 days in advance to remind them of their appointments. (In the following order: New-1st, 30 minute slots next, and f/u-last).
   5. Prints out next day appointments before leaving.

1. Check-In Receptionist (Window II)
   1. Prepares established and new patients charts accurately and completely for daily visits.
   2. Calls signed in patients one at a time, and updating chart and computer information. Assures that all patients with scheduled appointments are taken ahead of walk-in patients.
   3. Process payment categories, collects co-pays and deductibles as required, inquires to type of insurance and makes copy of card; (calls and/or uses POS to verify insurance eligibility).
   4. Accepts any required forms the patient needs filled out by our Providers and places them on the top of the chart so the Providers will be aware of the form needed.
   5. Responsible for all information needed to process the patient for their visit, this includes insurance information, and forms that are required; (i.e.: health questionnaire, patient information sheet, adding new progress note as needed with bottom of form filled out, etc.).
   6. Responsible for keeping track of all No Show and Canceled patients daily and recording in patients chart per P & P (Policy and Procedure0.
   7. Responsible for marking all patients on the Daily Encounter Log, keeping track of all scheduled patients and failed appointments on the schedule print out daily. Will log all Same Day Appointments on the “Same Day” form.
   8. Will get their start-up money box before starting in the morning, and turn it back in at the end of your shift after verifying your monies and filling out the required forms.

1. Check-Out Receptionist (Window III)
   1. Main priority is to check-out patients with their encounter bill accompanying them. Will note on all encounters actual time you finished with the patient as the “Check-out” time. The entire form will be marked with the appropriate charges and the whole form totaled before it is considered finished. These patients are then logged correctly and completely on the Encounter Form. (If the patient wants a copy of their bill please make a copy after all charges and totals have been done).
   2. Completing the “Daily Patient Visit Summary” by the end of the shift and turning it in to the site manager before leaving.
   3. Back up to Telephone Receptionist and Check-in Receptionist daily.
   4. Al encounters kept in numerical order and turned in at the end of the shift to the Site-Manger with a copy of the Encounter Log on top.
   5. Responsible for reviewing the CHDP tracking log weekly and making calls to patients to schedule as they are due.
   6. At end of shift responsible for all copiers, computers, T.V.’s, and printers to be off.
   7. Will schedule all patients on their way out for follow up appointments as the Provider as suggested at the bottom of the Encounter form. All follow up appointments will return to the same Provider that initially saw them. If a Provider marks 1 week you may schedule them within 6-8 days to assure better flow of their schedule.
   8. Log all Walk-In patients on the “Walk-In” form daily.

ALL RECEPTIONISTS WILL BE RESPONSIBLE FOR THE FOLLOWING:

1. Will smile, speak in a courteous and friendly manner with clients and staff members.
2. Processes appropriate paperwork/protocols registering patients into computers and accurately completes charge slips for patient visits.
3. Scheduling of all patient appointments following established protocols including “failed” patient appointments.
4. Responsible for safe and clean work area. Will assure the waiting area is kept safe, clean, and picked up throughout the day. There is no food allowed in the waiting areas, with the
5. There is no food allowed in the reception area at any time.
6. Functioning as a team daily and assisting each other as needed to get all duties done.
7. Perform all other duties as directed either formally or informally, verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES:

· This employee should possess abilities in “Customer Service” communications, both verbally and in writing

· Able to perform tasks related to physical activity that includes lifting up to 25lbs, bending, may have extended times of sitting and standing

· Experience working in a medical facility helpful

· Able to prioritize and organize

· Ability to remain calm and exercise good judgment in stressful situations

· A high standard of professionalism is expected in speech and manner

EXPERIENCE AND EDUCATION:

• High School graduate or equivalent
• Attending schooling and/or training with a Receptionist Certificate

6 months or more experience in answering phones, customer service and computer skills/scheduling