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DO
Desert Oasis Healthcare
Receptionist Operator
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What they do
A Receptionist greets and directs customers or visitors that come in to an office or business, and answers and directs incoming phone calls. Deals with mail or courier services. May schedule appointments or meeting rooms, gather patient information, or assist with filing or other administrative support work.
$40,998 / year median in California
+4% projected growth
Job Description
The Receptionist Operator works in cooperation with a team responsible for providing an excellent customer service experience to a variety of vendors and guests calling or visiting Desert Oasis Healthcare. The Receptionist Operator also performs various tasks for Network Administration and Operations departments such as audits, health plan eligibility, etc. Professional Duties Members and clients are greeted in a positive, professional manner. Answer and route calls defaulting to the operator for all El Cielo departments w/o a designated Receptionist/Operator. Page appropriate providers when needed for authorization to treat, admit, etc. Properly read all On-Call Schedules for DOHC and contracted services. Overhead page staff when appropriate. Properly page Code Calls according to DOHC policy and procedure. Distribute messages faxed by the answering service from the previous night to physicians and designated departments by 8:30 a.m. Verify HMO, PPO and private insurance eligibility documenting results by date of verification in NextGen EPM Patient Chart Notes. Enters Patient Demographics and Health Plan Information into NextGen properly, with less than a 2% error rate. Effectively works and communicates with Provider's, Nursing staff and other departments. Maintain office supplies as appropriate. Maintain orderliness of work area (reception or PBX room). Performs other duties as assigned. Introduce self and your role Be knowledgeable about your job so that you can serve others effectively Help others, offering to assist (Ask, how may I help you?) Do your share. Do what you say you will do and take action, follow through. Be willing to pitch in and help Let your patients, customers and co-workers know what they can expect from you and follow through Be an active listener (make eye contact, validate) Assume a neutral position and suspend judgment of others Address customers as Mr., Mrs., or Ms. until invited to do otherwise. Never use terms of endearment such as hon, dear, sweetie, etc. Be accountable for your work Speak clearly and use understandable language (avoid medical jargon or slang) Summarize key information and provide written materials whenever possible Validate to ensure understanding Demonstrate appropriate body language and tone of voice Answer all phone calls with a salutation, introduction and offer to assist (Good afternoon, Desert Oasis Healthcare or Family Hospice Care, this is (your name), how may I help you?) Speak positively about your work, co-workers and Desert Oasis Healthcare and Family Hospice Care See the positive in situations and in others Avoid gossip and negativity Offer to answer any additional questions that the person, patient or customer may have Inform patients and co-workers of how and when to contact you under normal circumstances (phone number, email, a help line, Immediate Care, etc.) or when unforeseen issues arise Serve as an ambassador for Desert Oasis Healthcare and Family Hospice Care at all times and positively shape the customer experience Be sensitive to factors that influence customers and co-worker's situation including age, gender, culture, race and socioeconomic status. Be observant of others' social cues (emotions) and respond appropriately Use open-ended questions to engage Anticipate needs that will arise before your next meeting Qualifications High school graduate or equivalent. 1 year of experience in a medical/professional office setting. 1 year of experience may be substituted by the completion of an accredited Administrative Medical Assistant/Medical Front Office Assistant program. Computer knowledge. Excellent customer service and telephone skills. Proficient organizational skills. Effectively communicates with others. No driving required.