Philadelphia FIGHT

John Bell Health Center

Medical Receptionist Job Description

We are seeking a passionate and motivated Medical Receptionist to join our team! The Medical Receptionist offers friendly, courteous and confidential assistance to all visitors and/or patients upon arrival.

The Medical Receptionist assists with managing all tasks related to the front desk area including scheduling, patient registration, patient check-out and co-pay processing, and handling and prioritizing telephone and mail communication. The Medical Receptionist will also work collaboratively with the staff from the other Philadelphia FIGHT health centers and satellite offices.

Qualifications: The Medical Receptionist must have a minimum of 2 years of experience in an outpatient primary care medical setting, experience in an FQHC front desk setting is preferred. Must be able to demonstrate judgment, patience, integrity, organization, and prioritization in a multi-task environment. Needs to have attention to detail, dependability, listening and communication skills, and flexibility. Must have cultural competency. Bilingual (English/Spanish) preferred. Other qualifications include but are not limited to:

• Prior experience delivering services to persons with histories of homelessness, mental illness, substance dependence, and trauma would be helpful.
• Needs to be competent in the use of Electronic Medical Record Systems.
• Ability to handle stressful situations while providing exceptional customer service and ability to display non-judgmental attitude.
• Ability to remain solution-focused and respectful in all interactions with staff, co- workers, vendors, and clients.
• Excellent problem-solving and conflict resolution skills.
• Knowledge of de-escalation methods or willing to be trained in these methods.

Responsibilities include:

Medical Reception:

1. Provide mentoring and training with a focus on customer service, teamwork, communication, and conflict resolution for reception staff.
2. Provide coverage for Medical Receptionists, Call Center Representative, Medical Records and Referrals team.
3. Ensures accurate patient insurance eligibility checks are performed on a consistent basis.
4. Maintains a clear understanding of insurance plans and is able to communicate insurance information to the patients
5. Review schedules to ensure insurance eligibility prior to patient appointment and ensures patient records are complete.
6. Work closely with the Practice Manager to handle patient complaints and follows through the patient complaint process to ensure an excellent customer service experience.
7. Ensures that procedures are followed in order to request and collect all appropriate fees at check-in.
8. Ensure timely completion of scanning.
9. Take initial patient complaints. Complete follow up on patient complaints that are generated from front desk interactions.
10. Ensure hospitality is operating appropriately according to all policies and procedures
11. Ensure proper receipt of patient payments
12. Perform all functions of the Receptionist/Scheduler as needed
13. Maintain patients' and visitors' privacy and confidentiality. Treat all (staff, patients and guests) with courtesy and respect.
14. Greet Patients and visitors
15. Answer and triage phones calls
16. Schedule, change, and cancel patient appointments using electronic practice management program.
17. Scan medical records to the electronic medical record system.
18. Manage waiting room by ensuring that all patients are processed appropriately.
19. Generate referrals and prior authorizations to outside medical providers and insurers
20. Confirm next day appointments
21. Pre-certify insurance for the next week's appointments
22. Check-in patients which include but not limited to the following:

• Collecting paperwork
• Updating demographic information
• Verifying insurance and pharmacy of preference
• Collecting payment and explaining sliding fee schedule
• Kiosk updates
• Enrolling into patient portal

Other Duties:

1. Add, update and terminate alerts
2. Support Benefits Counselor with insurance eligibility and sliding fee schedule as needed
3. Assist in maintaining a calm atmosphere in waiting area
4. Ensure package delivery process is followed
5. Allow clinic access to staff, guests, and patients and identified delivery personnel only. Log and report any unusual activity.
6. Assist in de-escalation efforts when patients or visitors become upset or agitated.
7. Attend all required staff meetings (once weekly) and participate in daily huddles
8. Communicate with team members in a professional and respectful manner.
9. Work in compliance with all medical policies.
10. Work in compliance with standards such as VFAR, OSHA, HIPAA, HRSA, CLIA and funding body regulations.
11. Demonstrate commitment to clinical care and confidentiality.
12. Report all concerns, in a professional manner, to the practice manager and/or medical director.
13. Contribute to process the practice's process and quality improvement goals
14. Demonstrate professionalism in all interactions with patients and co-workers.

Other: Initial probationary period is three months. Performance of other tasks may be assigned on an as-needed basis.

Salary range: Competitive; Hourly

Travel Requirements: Minimal local travel required between Philadelphia FIGHT Health Centers.

Work Hours: 40 Hours/Week (M-F 9:00am - 5:00pm); Occasional early mornings as needed, extended evening hours

Philadelphia FIGHT requires proof of completed COVID-19 vaccination series for all new employees hired. Medical and religious exemptions will be honored consistent with EEOC regulation.

FIGHT is an EEO, Affirmative Action, LGBTQ, people living with HIV/AIDS, and protected veterans' institution.

We recognize that an inclusive workforce with a variety of views, perspectives, and backgrounds is an integral part in our organizational success. We encourage and embrace a diverse workforce that provides us with unlimited ideas and innovative solutions. We are dedicated to recruiting, hiring, and retaining employees from many backgrounds.

To apply: https://www.fight.org/careers/