The Lead Medical Office Receptionist performs all of the functions of a Medical Office Receptionist, including receiving incoming calls, greeting patients, obtaining registration and appointment information, collecting payments, and striving for extraordinary service at all times. In addition and under the direct supervision of the Practice Manager, the Lead Medical Office Receptionist acts as a subject matter expert for all front office responsibilities and as a liaison with provider practices interacting with pre-visit and post-visit services. S/he assists the practice supervisor in driving process improvement initiatives, ensuring continuous process improvement across all front office functions.

This position's work location is on site only.

Administrative
* Answers multi-line telephones, operates and troubleshoots photocopiers, uses a variety of office equipment and operates computer ordering system (including utilization or audit of time edit function).

* Secures, sorts, opens, and distributes forms, mail, communications, office supplies and office equipment.

* Coordinates and schedules department meetings.

* Attends staff and other meetings.

* Collaborates with department leaders to develop and distribute agendas, and takes notes and minutes.

* Makes arrangements including travel, lodging, and transportation.

* Maintains procedures for front office duties, charging, time edits, material management, and quality manual.

 
Patient Experience
* Anticipates and promptly responds to customer needs.

* Actively listens to the people we serve and co-workers. Responds promptly, reliably and in an understandable manner.

* Provides prompt and courteous service and communicates when service is delayed.

* Serves as the first point of contact for the team when there is an upset customer or patient. Prevents, calms or diffuses irate callers and patients by working with them to identify concerns and properly direct calls or solutions.

 
Communication and Work Flow
* Maintains rapport with customers, managers, and employees; sets priorities to maintain work flow.

* Prepares and distributes departmental communications to internal staff as directed.

* Develops and maintains distribution lists for various communications.

* Maintains continuity of work and operations by documenting and communicating needed actions to leaders, discovering irregularities, and determining continuing needs.

* Provides backup coverage for other support staff ensuring completion of assignments.

* Prioritizes and completes special projects.

 
Operations and Inventory Management
* Trains and orients appropriate office staff on front office responsibilities.

* Coordinates and maintains efficient office operations and performs responsible administrative duties of a complex and confidential nature to assist leaders with various administrative responsibilities.

* Assists in coordinating department projects and participates in inter-departmental problem solving with other peers/customers to resolve various issues.

* Provides confidential administrative support to leadership, including relating information regarding any potential problems.

* Assists the Practice Manager with ensuring appropriate staffing levels.

* Assists the Practice Manager with the operating budget maintenance.

* Inventories and reorders necessary equipment/supplies and maintains the inventory of floor stock items.

 
Finance and Insurance Authorization
* Checks patient insurance eligibility, updates demographics.

* Processes varied types of payments from patients including, but not limited to, co-pays, deductibles and co-insurance.

* Performs end of day reconciliation and corrects billing errors using programs including BOS.

* Gathers and processes patient forms necessary to gain authorization for department visits, tests, labs, and procedures-ECT, TMS (varies by location).

* Knowledge of legal and ethical considerations related to patient information.

* Ensures appropriate consent for care and authorization to obtain or release information are obtained.

 
Compliance/Safety
* Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

* Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.

* If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

* Completes all company mandatory modules and required job-specific training in the specified time frame.

Education
High School Diploma or GED - Required

Associate's Degree - Preferred

Certification & Licensures
Fingerprint Clearance Card application number- Required upon hire

Fingerprint Clearance Card- Required within 90 days from date of hire

Experience
Minimum of one (1) years medical or comparable experience - Required

Minimum of two (2) years of customer service experience - Preferred

Previous supervisory experience - Preferred

Previous experience with Dimensions, Lawson, Halogen, Midas, Microsoft Office Suite - Preferred

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers, and competence in using computers and basic software programs.