Receptionist (Rehab)

The primary duties of the Rehabilitation Services Receptionist include providing a variety of clerical support functions including greeting patients, directing telephone calls and messages as appropriate, filing and retrieving information, scheduling patients, and assisting staff and guests as required by exhibiting excellent customer service. Other duties as assigned for the needs of the specific practice environment.

KEY RESPONSIBILITIES

Performed majority of the time:

·         Schedules new patient visits according to therapist availability and specialty.

·         Checks in and registers patients to include confirming patient demographic information and entering into computer (Epic.)

·         Answers telephones and routes calls appropriately (based on specific clinic workflow.)

·         Checks voicemail messages and responds and/or routes messages to therapists/HPCs/leadership accurately and in a timely manner.

·         Checks in-basket messages via EPIC and responds to messages in a timely manner.

·         Provides patients with appropriate paperwork, verifies accuracy of completion of necessary information, and assembles patient charts.

·         Keeps therapists apprised of appointments and arrivals via Epic check-in and/or Skype.

·         Provides scheduling guidance to CARS (central scheduling staff.)

·         Reviews next day clinic schedule for scheduling errors/concerns.

·         Notifies Health Plan Coordinator if insurance needs to be checked and/or insurance authorization needs to be submitted.

·         Monitors Rehab work que (clinic appropriate) and notifies HPC of upcoming new patient evaluations where insurance needs to be verified prior to the patient’s scheduled appointment.

·         Checks previous days new patient evaluations for follow- up scheduling instructions and documents in the patient referral for clinic and CARS staff to easily access.

·         Pulls new patient charts for the next 3 days.

·         Maintains master key for department.

·         Receives and documents daily co-payments, patient supply receipts and cash logs.

·         Receives, dates and distributes mail and/or documents by courier/ mail to appropriate staff.

·         Organizes and processes chart note requests for therapists.

·         Opening reception duties which include: preparing copay collection envelope / locked money bag for courier pick up, unlocking clinic front door, turning on lights in gym and front office, checking voicemail messages.

·         Closing reception duties which include: balancing and closing cash drawers, therapist first patient reminder calls, and communication to clinical staff (aide, AT, or therapists) that reception is leaving for the day.

Performed occasionally but critical to successful performance of the job:

·         Attends monthly full staff/clinic meeting.

Decision making and budget responsibilities:

·         Impact limited to the employee

Education:

Required

·         N/A

Preferred

·         High school diploma with office procedure classes, business college or equivalent experience.

Experience:

Required

·         N/A

Preferred

·         1 year experience in a medical office/clinic setting.

Licenses, Certifications and/or Registrations:

Required

·         N/A

Preferred

·         N/A

Job Related Skills, Abilities and Behaviors:

Required

·         Uses effective communication skills taking into consideration body language, culture, filters, listening, paraphrasing, with customers of diverse ethnic and cultural backgrounds.

·         Demonstrates effective telephone skills, written and verbal communication skills.

·         Types with accuracy at least 45wpm.

·         Personal computer experience using Microsoft Office Applications (Word and Excel strongly preferred).

·         Demonstrates organization skills.

·         Demonstrates ability to manage multiple priorities with frequent interruptions.

·         Demonstrates excellent customer service skills.

·         Communicates in a high energy and positive manner.

·         Presents a personal appearance that makes an excellent first impression.

·         Prioritizes daily tasks to be completed while performing reception duties.

·         Provides efficient link between staff and patients to ensure proper procedures are completed.

·         Understands appropriate state and federal limitations in regards to utilization of rehabilitation aides in the clinical environment.

·         Demonstrates ability to receive feedback or seek guidance when appropriate.

Preferred

·         Knowledge of Spanish helpful as a second language.

·         Bilingual skills a plus.

·         Experience with hospital electronic health record, EPIC experience.