IHAMI_Medical Receptionist

Trinity Health • Chelsea, MA

2d • Onsite

About The Position

Serves as a first point of contact for external customers in the office and on the phone, as well as a liaison between external customers and medical staff. Greets, instructs and assists customers in obtaining needed services within the office and IHA. Obtains and communicates necessary patient and office visit information to billing staff and facilitates efficient patient flow through the office and appropriate billing for services. Not all Medical Receptionists will perform all Essential Job Functions. Some will have more targeted responsibilities such as serving Refugee Patient Populations or working on digital campaigns, both listed below.

Requirements

• High School Diploma or GED or between the ages of 15-17 with a valid work permit from their high school.
• 1-2 years of experience in a medical or physician office or customer service environment preferred.
• Understanding of verification of insurances.
• Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette.
• Proficient/knowledgeable in patient care procedures and organizational policies related to position responsibilities.
• Service-oriented; responsive to customer needs and courteous in approach.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel/Outlook, intranet and computer navigation.
• Ability to compute mathematical calculations to perform position responsibilities.
• Knowledge of medical terminology to perform position responsibilities.
• Ability to work collaboratively in a team-oriented environment; displays professional and friendly demeanor.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, patients, family members, vendors, outside customers and couriers.
• Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
• Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
• Ability to exercise sound judgement and problem-solving skills.
• Ability to handle patient and organizational information in a confidential manner.
• Ability to drive to other office/practice sites and meeting and training locations.
• Successful completion of IHA competency-based program within introductory and training period.
• Physical activity that often requires keyboarding, filing and phone work.
• Physical activity that often requires extensive time working on a computer.
• Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.
• Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.
• Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
• Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

Nice To Haves

• Course work in insurance/billing, medical practice education or seminars are preferred, but not required.

Responsibilities

• Greets all individuals arriving at the office courteously and ensures that their needs are met.
• Obtains necessary patient registration information, verifies patient insurance eligibility, prepares charts for visits in accordance with IHA protocols, and notifies clinical staff of patient’s arrival.
• Accurately completes patient forms, collects payment and ensures that charges are posted to the billing system.
• Retrieves and files EMR/paper charts and miscellaneous reports.
• Answers telephone in accordance with IHA telephone etiquette guidelines, taking and relaying messages in a timely manner.
• Schedules and confirms appointments based on office protocols.
• Assists with reschedules of clinics and contacts patients.
• Communicates with leadership when overbooks are not approved.
• Sends out necessary New Patient paperwork via MyChart or mail.
• Works the daily Work Queue (WQ).
• May oversee that daily payment and charge posting balancing is completed and correct.
• May support overdue report management and patient outreach.
• Monitors, organizes and keeps work area and waiting room neat.
• Supports other offices, attends meetings and training as assigned.
• Performs other duties as assigned.
• Provides intake for refugee population, prepares charts, schedules appointments - ensuring they are available on supervisor and provider schedules.
• Based on patients’ disability, medical or other needs, assists patients in scheduling follow-up appointments.
• Communicates regularly and effectively with the patients’ service coordinators, service providers and support personnel to ensure that patients make medical appointments.
• Responds to referrals of new patients in a timely manner.
• Assists by providing common communication in patient’s primary language other than English.
• For non-English speaking patients, coordinates translation services to be provided only by qualified medical interpreters for high risk communication, including medical information, advice and patient plans from providers and clinical staff.
• Ensures that family members, including children, and bi-lingual staff members are only translating common communication.
• If it is not possible to provide common communication in the patient’s language, then coordinates for translation services by a qualified medical interpreter.
• Serves as primary contact person for other staff regarding refugee patients.
• Assists in entering demographic data on cases new to the practice into intake database, prepares monthly-periodic reports of intake service requests/actions, and extracts and analyzes data related to impact of intake processes on patient care, customer satisfaction and related process and outcome variables.
• Uses word processing software to create and update miscellaneous memos, forms and signs to communicate with office staff.
• Communicates to office staff as requested.
• Serves as back-up to Medical Reception team, as needed.
• Follows up on digital campaign applications and sends patient paperwork.
• Follows-up with applicants and signs them up for seminars.

Benefits

• Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services. Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED