Medical Receptionist - Bilingual (English and Spanish)

SOUTHERN CALIFORNIA ENT MSO LLC•Pasadena, CA

5d•Hybrid

About The Position

Medical Receptionists are often the first point of contact patients have with LA CENTA and play an important role in creating a welcoming and professional patient experience. The Medical Receptionist is responsible for providing courteous, compassionate, and efficient service to patients and visitors in person and by telephone. This position helps ensure each patient's experience with LA CENTA is comfortable, convenient, and reflects the organization's commitment to quality patient care and superior customer service.

Requirements

High School Diploma/GED required.
At least 1 year of front desk or patient-facing experience in a medical setting.
Must be able to travel between various LA CENTA clinic locations as needed.
Excellent communication skills with patients, physicians, and staff.
Excellent organizational, interpersonal, and decision-making skills.
Ability to work in a relatively unsupervised environment with a high degree of accuracy.

Nice To Haves

1–2 years of PBX/switchboard operator experience preferred.
Ear, Nose, Throat & Allergy specialty clinic experience preferred.
Bilingual in Spanish is preferred.
General knowledge of HIPAA and CPT codes.

Responsibilities

Welcome and greet patients and visitors in a friendly, professional, and courteous manner, both in person and by telephone.
Provide assistance to patients and visitors while answering questions or directing inquiries to the appropriate department or staff member.
Comfort patients by anticipating and responding appropriately to patient concerns and anxieties.
Maintain a clean, organized, and welcoming reception area, as applicable.
Assist patients who may be experiencing distress and respond appropriately to emergencies in accordance with site-specific policies and procedures.
Practice discretion when communicating internal clinical policies, procedures, and other sensitive information with patients.
Maintain accurate daily schedules and communicate scheduling information as appropriate.
Schedule in-office appointments, allergy testing, procedures, Radiology, Labs, and other applicable services.
Verify patient demographics and insurance information when scheduling appointments.
Keep patient appointments on schedule by reviewing service delivery compared to the daily schedule and notifying the Manager/Supervisor of service delays.
Notify appropriate back-office staff when patients arrive to support efficient patient flow and utilization of treatment rooms, as applicable.
Record the outcome of reminder calls made to patients scheduled for procedures, Radiology, Labs, and in-office appointments in AdvancedMD.
Maintain awareness of the duties and functions of each department to ensure calls and patient inquiries are routed efficiently.
Inform physicians when consults are requested, as applicable.
Request patient records as needed for physicians, as applicable.
Verify insurance eligibility and ensure appropriate forms are completed, signed, and dated.
Maintain patient accounts by obtaining, recording, and updating accurate personal, demographic, and financial information.
Ensure the availability of treatment information by appropriately filing and retrieving patient records.
Assist with entering and updating information in the electronic medical record (EMR) system.
Prepare laboratory requisition forms as requested by physicians, as applicable.
Scan Radiology and laboratory requisitions into patient files, as applicable.
Obtain test authorizations for applicable services.
Assist in the creation and preparation of new patient welcome packets.
Maintain accurate directories of providers' telephone numbers and other applicable contact information.
Demonstrate knowledge of the complete operation of switchboards and follow opening and closing switchboard procedures according to site-specific policies, as applicable.
Handle all phases of telephone communications, including scheduling appointments, allergy testing, obtaining test authorizations, and directing patient inquiries.
Route calls to the appropriate departments and take accurate, complete, and timely messages.
Handle emergency calls appropriately and according to site-specific policies and procedures.
Brief the Patient Service Center Manager/Supervisor regarding outstanding calls, messages, or information requiring follow-up.
Maintain accurate provider and department directories to support efficient call routing.
Report urgently needed switchboard or telephone equipment repairs to the appropriate Supervisor/Manager.
Protect patients' rights by maintaining the confidentiality of personal, financial, and protected health information.
Use, protect, and disclose patients' protected health information in accordance with HIPAA requirements and LA CENTA policies and procedures.
Maintain confidentiality when handling patient records, medical information, and other sensitive information.
Adhere to all applicable safety policies and procedures.
Maintain compliance with organizational policies, procedures, and applicable regulatory requirements.
Contribute to team efforts by completing related responsibilities and supporting departmental operations as needed.
Perform other duties and responsibilities as assigned.