CLINIC MEDICAL RECEPTIONIST AND SCHEDULER (Per Diem)

Job Summary The Central Scheduler and Medical Receptionist greets patients, answers phones, schedules appointments, checks-in and registers patients, verifies insurance coverage, collects fees, and guides the patient's back to the provider's office. This position will obtain essential information from the patient and utilize the Electronic Health Record to schedule, register, process paperwork, obtain and verify information for patient care and billing purposes according to our policies and procedures or guidelines. They will provide customer service to patients, care providers and others through effective, timely communication such as telephone triage, email, and written correspondence, as well as perform other duties as requested. The Central Scheduler and Medical Receptionist is an essential member of the healthcare team, serving as the first point of contact for patients and visitors. This position requires a friendly and professional demeanor, as well as a commitment to providing excellent customer service. They must be able to work independently and as part of a team, interacting well with patients and physicians and follow facility policies and procedures to ensure a smooth workflow. Knowledge The ability to use a computer is required. Must type a minimum of 45 WPM and be able to use a 10-key adding machine by sight. Excellent interpersonal skills with patients, healthcare providers and co-workers required. Must have knowledge of alphabetical filing system. Must have sufficient knowledge of verbal English comprehension and expression to communicate clearly with callers, visitors, and staff. Must be compatible with Clinic physicians and other practitioners. Essential Functions Customer Service Serves as an ambassador for Seneca Healthcare district by exhibiting our core values. Takes accountability for customer experience with each interaction with patients, physicians, and staff. Creates a welcoming environment including maintaining a professional demeanor, appearance, and physical environment. Actively seeks information to understand the patient, physician, and staff circumstances, problems, and expectations/needs. Addresses patient problems, concerns, and issues, and escalates to management when necessary. In all interactions, demonstrates service-oriented behaviors that include culturally sensitive good manners, respect, and polite communications. Answers telephone and answers patient questions within the limits of the role. Refers to the appropriate staff, department, or agency for questions they are unable to answer. Scheduling Job Duties Schedules incoming appointment requests according to policies, procedures, and guidelines. Performs pre-registration and obtains as much information as possible. At the end of the day, print a daily schedule for the following day in event of a downtime. Keeps schedule up to date. Calls no-shows and reschedules. Calls to confirm patient appointments for next day's schedule. Utilizes waitlist/call-back list to fill the provider's schedules. Notifies all affected staff/areas in a timely manner any changes in the schedule i.e., add-ons, cancellations, and no-shows. Processes assigned worklist within the Electronic Medical Record. Contacts patients to remind them of appointments. This includes a reminder for patient preparation needs for the appointment, to bring their insurance cards and government issued ID, and to be ready to pay for their co-pay at the time of service. Make an attempt to collect the co-pay prior the appointment. Utilize protocols to determine and communicate proper patient preparation including checking for allergies, lab tests, and pre-requisite exams. Ensures that a minor (under 18 years of age) is accompanied by parent or guardian unless the minor meets an exception according to our policies, state, and/or federal regulations. Obtains pertinent information about the patient when the appointment is scheduled with regard to the need for a translator if the patient does not speak English. Helps to arrange for a translator for patients when necessary. Prioritize scheduling utilizing established guidelines. Provides back-up coverage for Medical Receptionist and Hospital Scheduling. Medical Receptionist Job Duties Greets patients and determines their needs. Checks in patients and prioritizes registration utilizing established guidelines for scheduled vs. walk-ins. Obtains and verifies all information required for demographic verification, patient care, and billing purposes. Completes the registration. Collects and updates insurance information, verifies insurance eligibility, and clarifies patient responsibility for payments. Assists with patient registration forms and other chart related paperwork. Encourage patients to sign-up for the patient portal. Calmly deals with irritated patients and assists them with working out scheduling, financial, and care appointments. Prioritize registration utilizing established guidelines for scheduled vs. walk-ins. Compiles cost of visits and received payments for visits and issues receipts. Receives payments per office procedure. Notifies HIM when insurance updates are made. Maintains

CONFIDENTIALITY

of all patient care information to assure patient's rights are protected. Performs daily count of cash and keeps logs and batches billing forms. Works with the hospital business office assisting them in collecting payments, keeping all filing and data in proper charts in proper order, completing billing forms, and processing billing information. Keeps up to date on all billing form changes and any related hospital policies. Keeps inventory of all forms and office supplies used in the reception area and reorders as necessary and coordinates with the Clinic Manager. Ensure that walkways are clear of obstruction and are well-lighted. Helps staff get a wheelchair for patients when needed. Calls maintenance department if walkways are iced over. Helps elderly patients through the door to the Clinic as needed. Processes in-coming faxes, email, and mail. Follows defined Seneca Healthcare workflows. Responsible for attending all department meetings and required in-service education programs. Completes annual employment health requirements in a timely manner. Performs other duties as assigned for the HIM/Admissions and Clinic departments. Safety and Regulatory Compliance Responsibilities Conducts the District's business in an ethical and lawful manner, and is willing to report any knowledge of real or potential fraud or abuse according to District policy. Responsible for reading, understanding, and abiding by all policies and procedures of the Safety/Security Program, Infection Control Program, Exposure Control Plan, Tuberculosis Exposure Plan, and Hazard Communication Program as they apply to the department and hospital-wide and can demonstrate adequate knowledge of these programs through interview or written tests. Knows and follows all safety, health, and security policies and procedures. Knows and utilizes all safe work practices. Responsible for knowing your role (i.e. what to do) in the event of a fire, hazardous incident (infectious and chemical), and disaster as it pertains to the department and hospital-wide. Responsible for following through on observed potential and real safety hazards that occur in the department or impact staff in other areas of the hospital and by reporting them to the department supervisor or the Safety Officer. Uses universal precautions when exposure to blood and other potentially infectious material is possible. Knows what personal protective equipment is available in the department for exposure control against infectious agents, hazardous chemicals, and other potential hazards. Knows how to use the equipment, where it is located in the department, and when which items are to be used. By attendance at department meetings and mandatory hospital-wide in-services, remains current and complies with all Federal and State regulations and codes applicable to the department and to the hospital in general. If absent when relevant information was disseminated at these meetings and in-services, is responsible for acquiring the information within 30 days from when it was presented. Attends to all mandatory hospital-wide safety in-services. If attendance is excused by the Safety Officer or department supervisor, is responsible for knowing and understanding the content of the in-service within 30 days of its presentation to the hospital staff. Physical Requirements, Safety, and Environmental Conditions Follows safe work practices, takes an active interest in preventing injury or illness and promoting a safe and healthful environment for self and others, and complies with Hospital and governmental safety regulations. Must function independently, have personal integrity, have flexibility and the ability to work effectively with other personnel, clients, and support agencies Ability to maintain bending, stooping, and kneeling as well as flexible arm movement associated with frequent filing duties. Ability to reach frequently above shoulder level. Excellent visual near acuity and average hearing acuity. Good manual dexterity for continuous computer keyboard use. Must be able to lift 15-20 pounds to shoulder level and push at least 50 pounds (objects on wheels). Ability to hold telephone receiver while writing with assistive device applied to receiver if necessary. Occasionally will assist in lifting and moving patients. Compliance Assumes personal responsibility to comply with all Federal, State and local laws governing business conduct, conducts business in an ethical and trustworthy manner, and displays the qualities and characteristics of a professional at all times when dealing with patients, visitors, physicians, volunteers, and fellow employees. Exemplifies the Seneca Core Values in all aspects of work responsibilities and demonstrates these values to fellow employees and supervisors. Quality of Work Assumes responsibility for professional customer service when working with the public, physicians, and other departments. Strives for excellence in following policies and procedures. Utilizes positive communication skills when interacting with people who work for, are serviced by, or associated with the hospital, to ensure that persons receive the highest degree of attention and courtesy. Maintains confidentiality of information received in the department and throughout the hospital by complying with strict confidentiality regulations per HIPAA requirements. Promotes professional growth of self and co-workers by participating in on-the-job training, continuing education and assisting with training of new employees. Three years minimum of general clerical experience in a HIM and/or Patient Access department preferable. Proficient typing speed at minimum of 35 words per minute with accuracy. Knowledge of medical terminology and anatomy and physiology. Must possess the ability to communicate effectively both orally, and in writing, to include legible handwriting, correct grammar, and spelling. Must possess good working command of the English language. Must be literate in the Microsoft Office Suite. Must possess the ability to operate standard office equipment and be computer literate. Previous cash collections and financial institution experience desirable but not required. Experience Experience in medical office setting required. Billing experience very helpful.