Position Purpose: Serves as a main point of contact for patients both in person when they arrive and by phone. Communicates with patients or patient?s representative in a warm friendly manner to obtain information needed for scheduling and registration. Ensures that all demographic and related information is collected from patient and entered timely and accurately into the EMR. Schedules patient appointments with various providers and service lines accurately and in accordance with the practice?s policies and procedures. Answers phone calls and ensures patients? needs are addressed in the appropriate manner. Interacts with all other staff of the practice to ensure patients? needs are met in the most effective and efficient manner. Is actively involved in ensuring the efficiency of day to day patient flow. Performs check in and check out procedures and collects monies that are due and owing from patients.

PREREQUISITE SKILLS:

• Demonstrated communication skills to effectively communicate with patients and patients? families.
• Demonstrated reading skills to interpret instructions, manuals, insurance information, physician instructions and patient correspondence.
• Demonstrated math skills to calculate patient bills.
• Demonstrated knowledge of medical terminology.
• Operational knowledge of telephones, fax machines, postage machines, and other office equipment.
• Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate.
• Demonstrated ability in handling patient confidentiality.
• Ability to work with peers in a team situation and create a positive work environment for team members.
• Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, Excel/Word software, E-mail Usage and Web-based applications. Required to check e-mail daily and use as a source of internal and external communication. Required to understand and utilize electronic medical record technology.

Essential Functions:

The following list describes the essential duties of this role. Individuals in this role may not perform all of these duties, or may perform additional, related duties not listed here.

• Schedule patient appointments
• Interacts with patients in a warm friendly manner showing respect and courteousness
• Enter data into systems accurately, completely and timely
• Determine information needed from patient for registration process and provide appropriate documentation to patient at registration
• Verify patients insurance eligibility
• Determine and collect appropriate monies owed and due from patients
• Answer phone calls by the third ring
• Transfer calls to appropriate person or voice mail as directed
• Prepare and mail patient correspondence as directed
• Directs incoming patient and visitors to appropriate location
• Reconciles receipts and monies at end of shift
• Oversees the patient waiting area, coordinates patient movement, and reports problems or irregularities to manager
• Responsible for neatness and appearance of the waiting area
• Participates in all departmental and organizational meetings

Competencies:

Demonstrates the following competencies:

Attitude/Customer Competencies

• Caring, compassionate, and approachable in all customer contacts
• Privacy ? respects customers? right to privacy and modesty
• Confidentiality ? maintains customers? confidentiality
• Telephone etiquette ? speaks so that customers hear a smile
• Appearance ? takes personal ownership in appearance and that of work environment
• Initiative ? takes necessary steps to fix problems immediately
• Providing Direction and Customer Acknowledgment ? provides personalized attention by being courteous, friendly, and helpful when responding to customers? needs
• Timely service ? recognizes that customers? time is very valuable; provides them with prompt service
• Customer information/education ? provides customers with the best information needed to make informed choices

Relationship Competencies/Work Group Competencies

• Demonstrates advocacy, respect and truth telling
• Demonstrates accountability for own actions
• Demonstrates ability to respectfully address interpersonal conflicts
• Takes initiative to help others
• Demonstrates a learning attitude toward solving problems
• Demonstrates openness to change and new learning
• Reports to work on time and has regular attendance
• Adheres to practice defined dress code
• Attends Staff meetings

Ethical Decision-Making

• Respects the needs, expectations and rights of all individuals
• Advocates the rights of all to a safe environment
• Uses sensitivity to cultural diversity to guide decision-making

Performance Improvement

• Identifies work processes and strives to reduce cost and increase satisfaction
• Identifies customers and demonstrates understanding of customers? expectations
• Actively works to increase satisfaction of all
• Monitors customers? satisfaction
• Takes active role in department process improvement efforts; demonstrates understanding of outcomes
• Demonstrates an understanding of responsibilities
• Demonstrates diagnostic thinking/reasoning
• Utilizes feedback from peers, supervisor, customers to drive performance and behaviors
• Prioritizes workplace safety