Medical Front Office Receptionist | AFC Urgent Care | Portland

Summary: The Medical 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 maintain a positive patient experience, and ensures 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; monitor the waiting room and the patient's experience in the waiting room; communicate insurance coverage and payment responsibilities to the patients; and collects any patient payments due at the time of the visit at check out.  

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 as well as EMR DocuTap
    • Once verified insurance eligibility and benefits information is available, promptly reviews information with the patient per protocol using appropriate scripting
    • 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
    • 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 phone calls and facilitates resolution to the call 
    • 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, they are to 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.

Experience/Knowledge:

  • One year of experience in a customer service position preferred
  • Experience with and knowledge of EMR preferred
  • Knowledge of clinic front desk flow and operations preferred
  • Basic knowledge of health insurance and medical coverages preferred
  • Basic medical knowledge Medical terminology and HIPAA rules preferred

Skills and Abilities: 

  • Excellent customer service skills
  • Excellent organizational skills
  • Ability to work at a rapid pace, work under pressure, set priorities, and multitask, being involved in several duties at one time
  • 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:

  • Ability to communicate professionally, respectfully, and effectively with patients and team members in person and over the phone
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

Physical Demands:

  • 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

Working Environment:

  • Shift hours reflect set schedules, requiring evenings and weekends.
    Front half: Sun. 9am-6pm, Mon. 8am-8pm, Tues. 8am-8pm, Wed. 8am-2:30pm
    Back half: Wed.1:30pm-8pm, Thur. 8am-8pm, Fri. 8am-8pm, Sat. 9am-6pm
  • 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 
  • Patient Health Information Portability and Accountability Act (HIPAA) access requirements include: treatment, payment, and operations