I. Major Responsibilities:
1. Answer telephones, engages clinical staff when appropriate for assistance, keep calls to an average of 4 minutes and consistently handles an average of 100 calls per shift.
2. Take complete messages. -- a. Uses Call Process and text templates in EHR b. Uses correct task titles for reason of call. c. Sends tasks to correct bin. d. Includes accurate call back information.
3. Schedule appointments. – a. Uses templates correctly. b. Uses appointment types and times correctly. c. Utilizes all PCP sites for scheduling same-day appointments.
4. Verify insurances. – a. Ensures patients insurance is active prior to scheduling appointments. b. Verify insurances 72-hours prior to scheduled appointments for all participating PCP sites. c. Has and maintains access to necessary verification sites. d. Has a thorough understanding of insurance processes and stays up-to-date with changes. e. Calls patients with insurance issues prior to appointment.
5. Update patient demographics as appropriate in Allscripts.
6. Register and schedule new patients, mail new patient packet including ROI, update demographics and collect insurance information accurately.
7. Understand and apply the self-pay policy to inform patients of their financial obligations when arriving for their appointment.
8. Provides and maintains proper phone etiquette and good customer service.
9. Maintain knowledge of current OSHA and CLIA regulations, and HPS policies.
10. Assist coworkers to assure smooth office operation and delivery of excellent services through teamwork.
11. Perform other duties as assigned, which may include floating to assist other sites.
12. Facilitates in gathering accurate patient billing information.
13. Able to handle caller complaints, de-escalate situations, maintain professionalism during difficult interactions and assist in providing service recovery to salvage a suboptimal experience.
14. Demonstrates a working knowledge of HIPAA guidelines. Adheres to our policies for releasing patient information. Understands the difference between and can explain to patients the difference between a healthcare proxy, power of attorney and HIPAA appointee.
15. Answers patient inquiries regarding their liability and able to explain the variables involved.

Standard Staffing Level Responsibilities:
1. Complies with established departmental policies, procedures and objectives.
2. Attends variety of meetings, conferences, seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. High School Diploma or GED required.

Experience/Skills:
Required:
1. Minimum of 1 year of receptionist experience, preferably in a health care setting. 
2. Basic computer knowledge.