Receptionist
Position Summary
The Receptionist serves as the first point of contact for patients and visitors and is responsible for providing a welcoming, professional, and efficient experience. This position manages appointment scheduling, patient registration, demographic and insurance verification, payment collection, telephone communication, and coordination with patients, providers, and clinic departments.
Essential Functions and Responsibilities
Schedule, coordinate, and reschedule patient appointments and testing.
Greet, register, and assist patients and visitors promptly and professionally.
Verify and update patient demographic, insurance, and registration information.
Answer and appropriately route telephone calls, take messages, and provide accurate information.
Respond to patient questions regarding appointments, testing, and clinic services.
Collect copayments, deductibles, and other required patient payments.
Monitor patient flow, maintain an orderly and welcoming reception area, and communicate delays or concerns to patients and staff.
Maintain accurate patient information and protect patient confidentiality.
Participate in staff meetings, training, and other required activities.
Maintain professional relationships with patients, coworkers, providers, and the public.
Perform other duties as assigned.
Required Qualifications
Education: High school diploma or GED required.
Experience:
Minimum of one year of medical office, healthcare customer service, or front desk experience preferred.
Experience with appointment scheduling and patient registration preferred.
Experience with electronic medical records (EMR/EHR) and practice management software preferred.
Knowledge, Skills, and Abilities
Knowledge of basic grammar, spelling, and punctuation for accurate documentation and data entry.
Proficiency with computers, scanners, copy machines, multi-line telephone systems, and standard office equipment.
Excellent telephone etiquette and verbal communication skills.
Ability to communicate clearly, courteously, and professionally in person and by telephone.
Ability to understand and follow oral and written instructions.
Strong organizational skills and attention to detail.
Ability to accurately maintain and organize information using electronic and/or numeric filing systems.
Ability to establish and maintain effective working relationships with patients, employees, providers, and the public.
Ability to work efficiently, prioritize tasks, and remain professional in a fast-paced patient care environment.
Customer Service and Professionalism
Provide a welcoming experience by greeting patients promptly, maintaining a friendly and professional demeanor, and treating all patients with courtesy and respect.
Communicate with empathy and professionalism by actively listening, demonstrating compassion, and helping de-escalate difficult situations.
Practice excellent communication and follow-through by answering calls professionally, obtaining accurate information, returning calls promptly, and completing commitments.
Promote a positive patient experience by using patients’ preferred names, asking how you can assist, and offering additional assistance when appropriate.
Maintain professional workplace conduct by communicating respectfully with coworkers, keeping conversations appropriate around patients, avoiding gossip or inappropriate language, and using clinic technology only for authorized business purposes.
Compliance, HIPAA, and Safety
Comply with all applicable federal, state, and local laws, regulations, and healthcare requirements.
Follow all organizational policies, procedures, standards of conduct, and compliance requirements.
Protect the confidentiality, privacy, and security of patient, employee, and organizational information in accordance with HIPAA and applicable privacy laws.
Access protected health information (PHI) only as necessary to perform assigned duties and in accordance with the minimum necessary standard.
Promptly report suspected privacy, security, compliance, ethical, safety, or workplace concerns to the appropriate supervisor or compliance representative.
Complete required HIPAA, OSHA, safety, compliance, and other mandatory training within established timeframes.
Follow infection prevention and control procedures, including hand hygiene, PPE use, and exposure control practices as applicable.
Follow OSHA and workplace safety requirements and promptly report injuries, accidents, hazards, or unsafe conditions.
Participate in audits, investigations, compliance reviews, and training as required.
Maintain ethical conduct and professionalism in all interactions with patients, coworkers, vendors, and the public.
Physical and Work Environment Requirements
Prolonged periods of sitting and standing.
Frequent use of computers, telephones, scanners, and other office equipment.
Ability to communicate effectively in person and by telephone.
Ability to occasionally lift up to 15 pounds.
Ability to work efficiently and maintain accuracy in a fast-paced patient care environment.
Acknowledgement
This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify duties and responsibilities as business needs change.
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