Secretary

Mercyhealth Wisconsin and Illinois•Riverside, CA

2d•Onsite

About The Position

This role is responsible for providing clerical support, managing patient scheduling and registration within the Epic system, and ensuring efficient front-desk operations. The position involves direct patient interaction, handling inquiries, managing appointments, processing payments, and maintaining accurate patient records. Depending on the clinic assignment, phlebotomy duties may also be required. The role emphasizes excellent customer service, attention to detail, and adherence to privacy policies.

Requirements

High School diploma or equivalent
Previous medical reception experience required.
Internal Receptionist 2 candidates must have at least two years’ experience in a Receptionist 1 position with Mercyhealth or be cross trained in 3 or more clinic departments/locations.

Nice To Haves

May be required to work flexible hours and overtime during peak hours.

Responsibilities

Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel.
Routes Epic Messages to nursing and provider as appropriate.
Retrieves messages from voice mail and forwards to appropriate personnel.
Answers questions about organization, physicians, and available services, providing callers with address, directions, and other information as appropriate.
Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
Monitors visitor access and issues passes when required.
Receives, sorts, and routes mail, and maintains and routes publications.
Orders, receives, and maintains office supplies.
Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes.
Creates and prints fax cover sheets, memos, correspondence, reports, and other documents when necessary.
Depending on clinic assignment, may perform phlebotomy-specimen collection duties.
Performs other clerical duties as needed.
Schedules patient appointments.
Responsible for EMR-Electronic Medical Records registration -check-in processes in Epic.
Loads, verifies and updates patient demographics.
Scans, loads and verifies insurance coverage.
Collects signed HIPAA and Consent for Treatment documents, updates the interactive face sheet and sends documents to Medical Records for scanning.
Reviews all Alerts in Epic and refers patient to a PFC when necessary.
Collects co-payments and other self-pay obligations when required and post in Epic when registering patient.
Provides patient with an estimated self-pay obligation when appropriate.
Performs cashiering functions/online payment posting within Epic.
Processes payments and deposits by adhering to the system's Cash Handling Policy.
Completes daily closing report and balances their individual cash drawer at the end of each day.
Performs petty cash count in and out daily and records appropriately.
Assist patients with MyChart signup and activation.
Replies to MyChart messages in a timely manner, closing messages when complete.
Safeguards patient privacy and confidentiality per MHS policies.
Preps Routes daily for upcoming appointments for frontline registration.
Reviews daily work queues and corrects identified patient registration errors.
Utilizes Epic waitlists based on provider preference.
Reviews and updates no-shows and cancellations for the day.
Preps and Pre-registers patients for upcoming appointments.
Processes referrals and pre-certifications when required.
May be assigned to update and maintain physician scheduling protocols.
Maintains an average check-in time equal to or above 50 percent of all reception partners specific to 3 of the 4 following indicators: Average Check In Time, Average Registration Time, Average Registration Time for New Patients, Average Registration Time for Existing Patients.
Maintains an average registration accuracy equal to or above 50 percent of all reception partners as measured by percent Workflows Without Registration Warnings.
Maintains an average collection of co-pays equal to or above 50 percent of all reception partners.
Ensures reception and lobby areas are well maintained and clean.
May assist in new partner orientation, training and mentoring.
Active participant in established performance improvement projects.
May be responsible for working in alternate locations.