Receptionist (Telehealth)
- Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone.
- Handles all incoming telephone calls from patients, makes appointments and answers general questions and inquiries.
- Uses computer systems to refer to existing patient information or set up new patients in the scheduling tool.
- Maintains registration flow by efficiently moving patients through the process and readying them for clinical staff using Experity.
- Interacts with patients by answering questions, providing information, and keeping the reception area in order.
- After completion of the call and input of the patient information, the representative checks records verifying the details entered and adds any additional notes that may be necessary.
- Explains all current fees and patient financial responsibility and informs the patient of payment required for existing balances due at or before the next appointment.
- Schedules to ensure efficient patient flow based on predetermined appointment availability.
- Secures patient information and maintains patient confidence by completing and safeguarding medical records and keeping patient information confidential.
- Follows up with patients when they are a no-show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
- Maintains general filing system and files appropriate correspondence electronically or manually.
- Receives, directs and relays telephone and fax messages.
- Responds to calls efficiently, not putting timesaving before the quality of service.
- Maintain inventories of supplies and provide a list of what is needed to the Team Leader.
- Must be able to cover Medical Reception/Call Center desk as needed.
- Performs other general administrative tasks as directed by the team lead.
- High school diploma or GED required.
- Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.
- Knowledge of multi-line phone systems.
- Proficient in computers and relevant software applications and practice management technology including electronic recordkeeping.
- Knowledge of customer service principles and practices.
- Demonstrated initiative and strong organizational skills.
- Exceptional interpersonal communication skills with a positive tone and welcoming body language.
- Ability to work independently on assigned tasks as well as to accept direction on given assignments.
- Deals with confidential information and/or issues using discretion and judgment.
- Must be able to sit for long periods of time, have the manual dexterity to work computer systems and keyboard.
- Must be able to have face-to-face conversations with patients and staff.
- Must be able to lift 25 lbs.
- Prior Call Center experience in a medical office.
- Experience with electronic scheduling systems and electronic medical records (EMR).
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