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JOB SUMMARY
Under direction of the Business Office Management, the Receptionist Lead performs a variety of tasks to the agency in as much as it is the first contact via telephone by the prospective patient with the clinic. The Receptionist Lead is a higher level receptionist position that requires expert knowledge and experience, as well as supervises other receptionists. The position is a crucial link of oversight between the patient and the care delivered by clinical and service staff of the center. Patient services are the key priority in this position requiring the Receptionist Lead to serve as a point of contact with other internal and external departments and ensure the appropriate workflow of the receptionist areas. The position must exemplify the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.
Under direction of the Business Office Management, the Receptionist Lead performs a variety of tasks to the agency in as much as it is the first contact via telephone by the prospective patient with the clinic. The Receptionist Lead is a higher level receptionist position that requires expert knowledge and experience, as well as supervises other receptionists. The position is a crucial link of oversight between the patient and the care delivered by clinical and service staff of the center. Patient services are the key priority in this position requiring the Receptionist Lead to serve as a point of contact with other internal and external departments and ensure the appropriate workflow of the receptionist areas. The position must exemplify the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES/ SUPERVISORY RESPONSIBILITIES:
- Lead Responsibilities 60%:
- Coordinate and supervise the activities of Receptionist team members.
- Organize and assign duties and tasks to Receptionist team members.
- Monitor daily performance of Receptionist team members to ensure duties are completed accurately, efficiently and timely. Monitor and control overtime.
- Review and correct timesheets, review and respond to time off requests and coordinate payroll for Receptionist team members.
- Evaluate performance of Receptionist team members and conduct verbal and written performance evaluations after 90 days and annually as needed.
- Assist with interviews.
- Identify and recommend solutions to Receptionist team member and office issues or problems.
- Ensure safety for patients and employees by reviewing and researching concerns or complaints and recommending corrective action as appropriate.
- Implement or recommend disciplinary action as needed in conjunction with the Business Office Manager and Human Resources. Document all disciplinary action.
- Ensure Business Office and front office/receptionist policies and procedures comply with current state and federal regulations and AAAHC, NCQA, HRSA, OSHA, COLA and CLIA requirements and regulations. Identify and recommend policies and procedures as needed to ensure quality, compliance, accuracy and cost efficiency.
- Serve as a back-up for Receptionist team members.
- Attend meetings and relay pertinent information to Business Office team members timely.
- Manage and adjust provider templates.
- Manage MyHealthDirect System and scheduling.
Medical Receptionist II Responsibilities 40%:
- Billing and Insurance demographic and information for the department, intake process, and tribal affiliation with verification
- Customer Service; Implements timely responses to incoming calls, and orderly scheduling of patient visits.
- Ascertain reason for the call and transfer appropriately. Be aware of urgency of the call so that emergencies are handled appropriately.
- Receive and record messages for staff according to telephone protocol.
- Performs all duties outlined in the Medial Receptionist job description.
- Implements timely flow of patients through reception and into the clinical area.
- Oversees clinical tracking duties assigned to receptionists.
- Actively participates in continuing quality improvement activities, serving on agency committees as requested.
- Attend and receive the necessary trainings for the agency’s data system (RPMS) and Scheduling system as well as actively participate with assigned/designated PCMH initiatives for the agency and department.
- Assists staff in responding to providers’ concerns and patient complaints as directed on as needed basis.
- Provides input with the formulation and revision of policies pertaining to patient services.
- Referrals to appropriate specialist.
- Participates in agency committees as requested.
- Must sign and honor agency confidentiality statement regarding both patients and agency information.
- Confidentiality – Able to maintain confidentiality and follow HIPAA regulations.
- Works closely with the Patient Benefits Coordinator/Patient Navigator to assist patients with seeking alternate resources through Medicare, Medicaid, ACA Insurances, and other third party resources/programs which may also include the Sliding Fee Scale Discount Program.
QUALIFICATIONS:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- ESSENTIAL BEHAVIORS:
- Build Trust: Operate with transparency, no hidden agenda; place confidence in colleagues, give proper credit to others. Follow through on agreed upon actions. Treat sensitive or confidential information appropriately. Keep emotions under control. Exhibit ethical and moral behavior in everyday business conduct.
- Foster Communication: Demonstrate ability to carefully listen to others at all levels of the organization. Seek and listen to feedback and be approachable. Express thoughts and ideas effectively. Display and promote cross-cultural sensitivity.
- Display Stewardship: Understand business implications of decisions. Conserve organization resources. Look for ways to improve and promote quality. Take personal responsibility. Use resources in an efficient and cost-effective manner.
EDUCATION AND/OR EXPERIENCE:
- High school graduate or GED required.
- Candidate must have one year certificate from college or technical school and/or ten years Ambulatory clinic experience and/or training; or equivalent combination of education and experience.
- 3-5 years supervisory, lead or coordinator experience REQUIRED
LANGUAGE SKILLS:
- Candidate must be able to effectively communicate in English – written and verbal.
- Bi-lingual is a plus.
SKILLS:
- Experience in a medical clinic front office.
- Able to communicate with the public effectively and tactfully.
- Experience in handling multiple telephone calls.
- Able to follow written and verbal instructions.
- Able to work with professional and para-professional staff.
- Ability to add, subtract, multiply, and divide in all unites of measure, using whole numbers, common fractions, and decimals; and has ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out detailed but involved written and/or oral instructions, and has ability to deal with problems involving a few concrete variables in standardized situations.
- Candidate must be proficient in computer usage and capable of learning other software. Microsoft Outlook and knowledge of spreadsheet/word processing is required.
OTHER SIGNIFICANT FACTORS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Noise level in the work environment is usually quiet.
Work is performed in an office environment utilizing various office equipment including, but not limited to, a computer, copy machine, fax machine, and multi-line phone. Ability to communicate effectively over the telephone, by computer and in person. Ability to perform well in a fast paced work environment.
This is a general outline of the essential functions of this position and shall not be construed as an all-inclusive description of all work requirements and responsibilities. The employee may be required to perform other job-related duties as requested by the designated work leader(s). All requirements are subject to change over time. All positions at the Gerald L. Ignace Indian Health Center have the responsibility to carry out functions to maintain inspection and survey readiness, participate in Quality Improvement initiatives, as well as assist in and/or provide education for health promotion and disease prevention. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
GLIIHC supports a safe, healthy and drug-free work environment through criminal and caregiver background checks and pre-employment drug testing. GLIIHC maintains a smoke-free environment.
The Gerald L. Ignace Indian Health Center, Inc. provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. Equal Opportunity employer/Veteran/Disabled. American Indian and Veteran Preference employer.
