Call Receptionist (Full-time; On-site Required)

Pagosa Springs Medical Center•Pagosa Springs, CO

1d•$18 - $22•Onsite

About The Position

Pagosa Springs Medical Center (PSMC) is seeking a customer-focused and highly organized Call Receptionist to join our Patient Financial Services team. This is a full-time, on-site position at Pagosa Springs Medical Center. The Call Receptionist serves as an important point of contact for patients, families, providers, employees, and members of the community. This position operates PSMC's telephone systems to connect and transfer calls, provide information, assist callers, and route communications to the appropriate departments and individuals. In addition to telephone responsibilities, this position plays an important role in managing incoming electronic faxes for appointments, referrals, authorizations, and orders across multiple departments. The Call Receptionist reviews incoming information for completeness and accuracy and follows up with outside providers when additional information is needed. Strong communication, organization, computer skills, and attention to detail are essential for success in this role.

Requirements

High school diploma or equivalent required
Minimum of one (1) year of customer service experience required
Basic computer knowledge and proficient typing skills required
Proficiency with Microsoft Office and Teams
Strong attention to detail and commitment to accuracy
Excellent verbal communication and listening skills
Ability to communicate clearly and professionally by telephone
Strong organizational and time-management skills
Ability to manage multiple priorities and frequent interruptions
Ability to work independently and demonstrate initiative
Ability to remain calm and professional in challenging situations
Current AHA BLS (Heart Saver) certification required

Nice To Haves

Previous healthcare, medical office, call center, scheduling, or patient access experience preferred
Knowledge of medical terminology desired but not required
Cerner experience preferred
Additional language skills desired but not required

Responsibilities

Answer incoming calls using a multi-line telephone system in a courteous and professional manner
Connect, hold, and transfer calls to the appropriate person, department, or extension
Provide information and assistance to callers
Refer callers to appropriate contacts within PSMC or outside the organization
Minimize caller hold times whenever possible
Log incoming messages in the electronic health record or communicate messages by email as appropriate
Retrieve automated call and after-hours call service logs
Maintain telephone information databases
Assist patients with medical records requests and release forms
Handle sensitive and confidential information appropriately
Organize incoming electronic faxes for appointments, referrals, authorizations, and order requests
Route information appropriately for: Clinic Diagnostic Imaging Health Information Management (HIM) Laboratory Oncology Specialty Clinic Surgery Scheduling
Review incoming electronic faxes for required information, including: CPT codes Diagnosis Insurance information Patient demographics Prior authorization Provider information and signature
Return incomplete electronic faxes to outside providers and request missing or updated information
Follow up as necessary to obtain complete and accurate orders and documentation
Assist with confirmation and cancellation of scheduled appointments
Provide clear and accurate information to patients and callers
Direct patients to appropriate resources and departments
Assist with patient records requests and release forms
Maintain confidentiality of patient and organizational information
Manage multiple tasks and priorities in a fast-paced environment with frequent interruptions
Prioritize work to ensure the most important and time-sensitive tasks are completed first
Attend required staff meetings and training
Develop proficiency in Cerner, Microsoft Word, Outlook, Teams, and other required systems
Maintain accurate and organized electronic information
Complete assigned work in a timely and thorough manner
Communicate effectively with patients, providers, employees, leadership, and members of the public
Work collaboratively with departments throughout PSMC
Demonstrate sound judgment and critical thinking when resolving problems
Adapt appropriately when priorities or information change
Remain calm and professional in high-stress or escalating situations
Work independently while recognizing when additional resources or assistance are needed
Cross-train to effectively perform Specialist: Patient Access responsibilities.