Lead, Ancillary Receptionist - Duly Health and Care

Location: Lombard

Hours: Monday-Friday.

Responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. Complies with established company policies and procedures, HIPAA Privacy Rules and DuPage Medical Group Confidentiality Policy. Ensures clear and timely communication including patient appointment status to clinical departments. Assist in overall department work that may include overflow from other specialty departments and/or locations. Services as liaison between leadership and reception staff, communicates policies and procedures, assists in workload distribution.

Good enough isn’t for us. Duly Health and Care’s team members show up every day driven to exceed expectations. We see and support the remarkable in every person within and beyond the walls of our work.

Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning.  We invite you to join us, fulfill your purpose and make your mark!

Holistic benefits designed to help our team members flourish in all aspects of their lives, including: 

• Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
• $5,250 Tuition Reimbursement per year. 
• 40 hours paid volunteer time off. 
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
• 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members. 
• 401(k) Match

Check-in/Greeting Patients/ Patient Scheduling (80% of the time):

• Acknowledges and welcomes patients and visitors. Sets the tone for a positive experience
• Check in and schedules appointments, following standard specialty protocol

• Answers multiple lines to fulfill patient needs over the phone
• Verifies patient information, while documenting in their Electronic Health Record (EPIC)

• Fully-trained in more than one specialty and helps as needed in other departments
• Verifies new process with reception, ensuring understanding
• Services as liaison between leadership and reception staff, communicates policies and procedures, assists in workload distribution
• Performs all other duties/responsibilities as assigned

Reviewing schedules (10% of the time)

• Pre-screen appropriate specialty patients based on departmental protocol
• Monitor schedules daily ensuring that all open slots are filled same day and working schedule to remove “road blocks”
• Daily monitoring of patient scheduling reports

Exam Preparation (10% of the time)

• Review the Daily Appointment Report three to five days in advance for appointment and referral accuracy

MINIMUM EDUCATION AND EXPERIENCE REQUIRED

Level of Education:

• High school diploma or GED

Years of Experience:

• Four years

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

• Customer Focus: Demonstrates excellence in customer service and satisfaction levels for internal and external customers. This includes regular review of patient survey information, responding to clinical provider or patient concerns, and efficient resolution of RL6 events.
• Results Orientation: Focuses self and other on achieving quality and financial outcomes in a responsive timely manner.
• Integrity Ethics: Demonstrates personal integrity, honesty, sincerity. Trusted to do the right thing.
• Change Agent: Provides vision and planning to reach goals. Addresses concerns in forthright manner and welcomes innovation and new approaches to reach new heights in service and quality.
• Organization Savvy: Understands key stakeholders as demonstrated in managing, promoting and cultivation relationships. Has keen understanding of industry and trends.
• Personal Job Competence: Performs core responsibilities of position efficiently and effectively within parameters of organization policies, procedures and external governmental agencies.