Medical Receptionist - Northern Valley Indian Health

POSITION SUMMARY: Under the general supervision of the Clinic Support Supervisor, the Medical Receptionist position is a crucial link between the patient and the care delivered by the clinical staff of the agency. The incumbent will be required to work collaboratively with all clinical services staff in support of direct patient services. Customer services and efficient appointment scheduling are key priorities to this position. The Medical Receptionist will serve as a point of contact with other internal and external departments, all with the goal of supporting an environment which promotes patient comfort and trust. The position must exemplify the core values and mission of the organization, always exercising the utmost discretion, diplomacy and tact in both internal and external customer service.

ESSENTIAL JOB FUNCTIONS: The list that follows is not intended as a comprehensive list, but rather to provide a representative summary of the major duties and responsibilities. Incumbent(s) will be required to perform a variety of duties listed, including but not limited to:

1. Works as a team with other staff to provide the best patient experience, including but not limited to cordial customer service, teamwork with other work units and collaboration within front and back office support team.
2. Welcomes and greets patients/clients/visitors in a manner that is helpful and friendly; determines purpose of visit and directs the patient/client/visitor accordingly.
3. Provides information to incoming callers according to established policies, protocols and guidelines; transfers calls as needed and ensures adequate phone coverage at all times.
4. Schedules patient flow based on established protocol and guidelines which allow the clinic to serve an adequate number of patients,
5. Carefully screens patient registration information and other informational documents to ensure all information is accurate or updated in the computer system(s) and method of payment is verified.
6. Practices confidentiality and privacy protocols in accordance with NVIH policy and HIPAA/HITECH requirements.
7. Exercises problem solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
8. Maintains patient waiting areas, office files and desk areas in a manner that is organized and represents a professional atmosphere.
9. Performs other duties as assigned.

The following knowledge, skills, and abilities are required for an employee to successfully perform their duties.

1. High School Diploma or equivalent, General Education Diploma (GED).
2. One (1) year Customer Service experience required; or previous experience working in a similar healthcare setting or medical reception experience desired.
3. Proven ability to provide excellent customer service by anticipating customer needs and leaving them feeling satisfied with their experience.
4. Able to effectively communicate both verbally and written to serve the needs of clinic and patients in a manner that is efficient and productive.
5. Demonstrates a high level of interpersonal skills, time management skills, and an ability to meet established productivity standards both independently and in a team environment.
   
6. Computer skills that provide the ability to efficiently use the computer systems for scheduling, updating information, and word processing documents, including electronic health record system.
7. Familiarity with HIPAA/HITCH regulations and other privacy laws and regulations to provide confidentiality of all protected information and ability to comply with NVIH Privacy rules.
8. Reliable Transportation and ability to adhere to regular attendance.