Medical Front Office Receptionist | AFC Urgent Care | Portland

Summary: The Front Office plays a key role as the first point of contact for patients in the clinic. The primary responsibility of the Front Office is to ensure a positive patient experience. They ensure the timely flow of information and paperwork between the patient, clinical staff, registration staff, and billing staff.  The Front Office greets, instructs, and assists patients with paperwork and completion of forms.  The Front Office monitors the waiting room and the patient experience in the waiting room.  The Front Office communicates insurance coverage and payment responsibilities to the patients. The Front Office also checks out the patient and collects any payments due at the time of the visit.  

Essential Duties and Responsibilities:

  • Patient Reception
    • Greets and acknowledges patient with warm, engaging, friendly demeanor
    • Provides patients appropriate forms and assists patients with completion of forms, as needed
    • Assists with patient requests and answering patient questions including but not limited to billing, eligibility and benefits, and registration.
    • Reviews and ensures patient consent to treat form is completed and signed.
    • Adds patients into ClockwiseMD per protocol
    • Adds patients into electronic medical record (Doutap) per protocol
    • Forwards copy of ID and insurance over to eligibility and benefits verification team
    • Attaches proper forms to clipboard (e.g.,  Encounter Form with documented call-back time, ABN notice, “Good to Go” green sheet, if necessary) and places clipboard in appropriate location for lab staff
    • Once verified insurance eligibility and benefits information is available, promptly reviews information with the patient per protocol using appropriate scripting. 
    • Reviews and ensures patient registration form is completed per protocol and signed. Once the completed registration form is received, notes site and initials on form and scans to central registration specialists
    • At the end of the patient visit, promptly completes patient check out per protocol. Verifies that all demographics have been entered, verifies the correct provider is selected and attached, and works with lab staff and verifies all codes and charges are entered
    • Calculates what the patient financial responsibility is per protocol
    • Receives patient payments (cash, check, credit card) and issues payment receipts per protocol
    • Documents patient payments accurately in Agility 
    • Follows protocol for financial agreements in all instances
    • Following patient check out, collects and organizes all patient paperwork, and scans to registration per protocol. Scans miscellaneous patient paperwork (e.g., reports, results) brought to the front desk throughout the day to appropriate folders per protocol. 
    • Monitors the waiting room which includes updating patients on wait times as well as making sure patients are comfortable
    • Ensures front desk, waiting room, public areas, and patient restrooms are organized, tidy and clean. 
    • Answers calls from the medical telephone receptionists and facilitates resolution to the call 
    • Keeps supplies and office materials stocked, ensures paper is stocked  
    • Facilitates the printing and stocking of patient forms
    • Maintains incoming faxes and distributes accordingly
    • Closes out the cash drawer at the end of the business day. 
    • Completes opening and closing responsibilities consistently and timely
    • The Receptionist does not provide medical advice, does not answer questions related to diagnosis, medication or patient instructions.  If a patient has such questions please refer to clinical staff. 
  • Report to work as scheduled, on time, and dressed appropriately;
  • Work with all clinic staff to promote teamwork and help ensure a productive and positive work environment;
  • Other duties as reasonably requested

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skills, and/or ability required.

Qualifications:

  • Commitment to AFC Urgent Care’s mission to be CHECT: Commitment, Health Excellence, Celebrate & Trust
  • Commitment to reflect AFC Urgent Care Core Values: We value each individual and commit to improving every life we touch with dignity, care, and compassion. 
  • Commitment to maintaining confidentiality

Experience: 

  • One year of experience in a customer service position preferred
  • Experience with and knowledge of EMR preferred

Knowledge:

  • Knowledge of clinic front desk flow and operations preferred
  • Basic knowledge of health insurance and medical coverages preferred
  • Basic knowledge of medical terminology preferred
  • Basic medical knowledge preferred

Skills and Abilities:

  • Excellent customer service skills
  • Excellent organization skills
  • Ability to work at a rapid pace, work under pressure, set priorities, being involved in several duties at one time
  • Able to take direction from medical staff members
  • Demonstrated ability to work independently and efficiently to accomplish required tasks and duties with minimal supervision
  • Ability to remain calm and poised in urgent situations

Language Skills:

  • Excellent verbal and written communication skills
  • Ability to communicate professionally, respectfully, and effectively with patients in person and over the phone
  • Ability to communicate professionally, respectfully, and effectively with team members
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Bilingual Spanish/English preferred

Reasoning Ability:

  • Ability to resolve practical problems
  • Ability to interpret a variety of instructions furnished in written, oral, diagram and schedule form
  • Ability to give and follow written and verbal instructions in a safe and appropriate manner

Mathematical Skills:

  • Knowledge of basic mathematical computations and equations, and the ability to add, subtract, multiply, divide and calculate figures

Computer Skills:

  • Proficient in operation and use of PC
  • Proficient in all Microsoft Office products and web-based applications
  • Proficient in EMR, proficiency in Agility preferred

Physical Demands: 

  • Frequently required to talk and hear at normal levels
  • Frequently required to stand, walk, sit, use hands to handle or feel, reach with arms and hands
  • Intermittently required to stoop, kneel, crouch, or crawl
  • Frequently required to lift, bend, reach, push, or carry.
  • Intermittently required to lift and/or move up to 25 pounds
  • Vision corrected to normal range and occasionally requires close vision and ability to adjust focus  

Working Environment:

  • Normal indoor, clinic environment.  
  • Will require evening and weekend work.
  • Noise level is usually moderate
  • Occasional travel between clinic sites
  • Tasks create exposure to hazardous conditions including exposure to  infectious diseases and contact with individuals who are ill; potential exposure to bloodborne pathogens through potential exposure to blood, bodily fluids, and/or tissue; potential exposure to hazardous chemicals; potential exposure to physical violence 
  • Machines, equipment, tools, supplies used: computer, fax, copier, calculator, multi-phone system, scanner, credit card machine, 
  • Duties can be expected to be performed concurrently. Must be able to work under conditions of constant interruption and be able to concentrate and stay on task. 
  • Patient Health Information Portability and Accountability Act (HIPAA) access requirements include: treatment, payment, and operations