The Medical Receptionist Team Leader is responsible for assisting the Center Manager with the management of patient appointing services and day-to-day reception functions at the assigned facility. The Medical Receptionist Team Leader is responsible for leading and supervising Medical Receptionists in an enthusiastic and positive manner by providing guidance in regards to medical receptionists operations. The Medical Receptionist Team Leader reports to the Center Manager.
Assists with interviews for front desk positions with Center Manager.
Schedules and assigns specific duties to medical reception staff performing daily functions in reception, medical records, cashiering and outreach, e.g., CHDP tracking, release of records tracking, mail, etc., and monitor consistency and completion.
Responsible for updating, educating and auditing staff to all changes in policies and procedures, coordinated with the Center Manager
Assists to identify Medical Assistants performance to assist Center Manager with completion of performance evaluations.
Identifies employee behavior and/or performance issues. When necessary, seeks Center Manager and/or Human Resources assistance to address the behavior and/or performance issue.
Responsible for auditing all deposits for accuracy
Participates in orientation and training of medical receptionist, e.g., screening techniques to determine patient eligibility for services
Attends monthly update meetings in Stockton with other team leaders
Assists in the management of patient appointing services and day-to-day receptionist responsibilities
Assists reception staff with patient problems, e.g., insurance, scheduling, etc.
Reviews time cards independently or in conjunction with Clinic Manager
Functions as a medical receptionist when staffing is low or patients are backed up
Registers patients of all age groups. Inputs data and verifies registration and screens patients of all age groups for payment source and special program eligibility
Maintains appointment syste
Calls patients of all age groups day before appointments and does mail reminders
Answers telephone, screens and routes calls appropriately, takes messages, and provides information, effectively and efficiently
Contacts new enrollees of all age groups under various health plans to set up initial appointments
Updates, corrects, and clears clinic route slips
Opens and closes clinic buildings as required
Accepts payments over the counter, fills out receipts and balances cash at end of day
Pulls positive labs and obtains medical chart for review by provider
Maintains medical records. Files reports in a timely manner; follows check out procedures for medical records; maintains confidentiality of medical records
Coordinates the referral of patients and the appropriate follow-up of referrals as directed by the nursing and clinician staff
Handles patient complaints
Opens, sorts, and distributes mail
Processes requests for medical records
Participates in meetings as required
Performs other duties as assigned
Knowledge, Skills and Abilities
Knowledge of business office procedures
Knowledge of office management techniques and practices
Knowledge of organizational policies, procedures and systems
Knowledge of grammar, spelling, and punctuation to type patient information
Knowledge of inventory and purchasing techniques and procedures
Knowledge of equipment functions and ability to seek assistance with repair of equipment
Knowledge of third-party payer procedures in a managed care environment
Skill in dealing with clients/customers in a positive and courteous manner
Skill in operating computer, photocopy and facsimile (FAX) machines
Skill in greeting patients and answering the telephone in a pleasant and helpful manner
Ability to communicate clearly
Ability to sort and file materials correctly by alphabetic or numeric systems
Ability to maintain inventory of reception supplies
Ability to establish and maintain effective working relationships with patients, employees, and the public
Listens skillfully and displays a willingness and ability to acknowledge the needs, expectations and values of others through the use of reflective listening and empathy conveyance. Responds to needs in ways that are helpful and beyond expectation.
Communicates effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling with every interaction.
Ability to provide excellent customer service that is reflective of a culture that values trust and respect.
High school diploma or equivalent
Two years of direct experience in a health care setting in a front office capacity
Electronic Health Records knowledge
Bilingual in Spanish and English; written and verbal is preferred
Ability to communicate effectively in English; verbal and written
Ability to type 35 wpm and perform data entry; applicant to provide typing certificate
Valid California driver's license, proof of insurance and personal transportation
TYPICAL PHYSICAL DEMANDS:
Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 35 pounds. Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate a calculator, telephone, copier,
and other such office equipment as necessary. Vision must be correctable to 20/40 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for long periods and to work in an environment which can be stressful.
TYPICAL WORKING CONDITIONS:
Work performed in reception, medical records, and cashier areas. Involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive.
Contact involves dealing with sick people. Frequent exposure to communicable diseases, toxic substances and other conditions common to a clinic environment.