Front Desk Receptionist

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**POSITION SUMMARY**

Under the direct supervision of the Manager of Patient Services, the

Patient Service Representative (PSR)/Front Desk Receptionist serves as

the focal point for the patient scheduling/intake/discharge process.

Responsibilities include administrative telephone triage, scheduling

patient appointments per established Health Partnership Clinic (HPC)

protocols, communicating about the full complement of HPC services and

registering patients accordingly, and accurately collecting patient

payments and/or insurance information. The position requires knowledge

of or ability to quickly learn healthcare terminology.

HPC employs a team-based approach to care delivery for all patients.

Clinical staff work with their team to effectively use huddles at the

start of each clinic day, utilize standing orders when applicable, use

evidence-based approaches to patientcare such as teaching

self-management to patients, emphasize seamless care coordination for

all patients, strive to understand the vulnerable populations served and

adjust services to fit patient needs. Upon hire, all staff receives

orientation regarding benefits of the HPC team-based approach to

population health.

**DUTIES & RESPONSIBILITIES**

**Obtain current patient information from established and new

patients:**

o Accurately enter/update patient information in the Electronic Health

Record (EHR).

o Verify payor source, insurance eligibility and financial

status/discount applicability.

o Perform insurance verifications for all third-party payor types.

o Assist patients with completion of paperwork upon registration.

o Register patients upon arrival.

o Communicate protocols as directed by Chief Health Officer.

o Take webcam photos of patients for the patients medical records.

o Audit EHR for accurate data entry of the demographics, registration,

consent forms and other acknowledgement forms.

o Accept deliveries of supplies and communicate with the recipient of

the delivery.

o Accept deliveries of mail and set up a designated area for

administrative assistant to pick up.

o Request medical records for ER follow up appointments at the time of

scheduling.

o Float between multiple offices to cover or assist other PSR, including

rotating for Saturday and evenings when available.

o Scanning and assist medical records, as needed.

o Communicate by TEAMs and email and review consistently throughout the

day.

o Inform managers by TEAMs when unable to complete daily tasks to get

assistance in a timely manner.

o Scan information into the HER:

a\. Categorize by YYYY/MM/DD format and name of the document in all

capital letters.

b\. Scan insurance cards, patient identification, proof of address and

any additional documents as needed.

c\. Monitor texting app for incoming messages and items sent from

patients to resolve in a timely manner. Ensure closed out and completed

by the end of the day.

d\. Monitor Wellapp for incoming texts from patients and resolve in a

timely

o Assist with other duties as assigned.

o Regular attendance and punctuality are essential requirements of this

job.

**Schedule Appointments:**

o Identify patients by date of birth and name in HER and audit for

accuracy.

o Create a new account only if NO patient account exists.

o Schedule and re-schedule appointments, as directed by supervisor.

o Facilitate patient access to HPC services through effective

communication with various agencies (schools, community partners, etc.)

o Make complete and appropriate notation of all patient interactions and

schedule modifications in the identified location within the EHR.

o Make reminder calls a day prior to the patients appointment to inform

patients of their financial responsibility and any documents or patient

forms needed for clinic visit.

o Identify telehealth visits on the schedule to call patients 30 minutes

prior to their appointment time to make sure they have access to the

patient portal to initiate the visit and collect copay or slide fee.

**Routinely demonstrate superior customer service skills:**

o Answer the telephone in a timely and polite manner, preferably within

three rings.

o Communicate with all HPC associates and clientele in a courteous,

professional, cooperative, and mature manner.

o Recognize and respond appropriately to violent/abusive situations,

threats, and emergency situations according to the protocol process.

o Accurately record messages in the billing system and convey

information in a timely manner.

o Transfer calls or refer inquiries to appropriate staff member in a

timely manner.

o Document all in person patient requests/concerns in the EHR, per

internal protocols.

o Greet all guests upon arrival.

o Monitor the waiting room for cleanliness and orderliness and sanitize

on a daily basis.

o Protect/observe patient privacy and confidentiality, per ex