Medical Office Receptionist

GENERAL DESCRIPTION:

The Patient Relations Representative executes ongoing timely delivery of patient outreach, communication, scheduling, and referrals resulting in a positive patient experience. 

MAJOR DUTIES AND RESPONSIBILITIES:

• Greet everyone with a positive, friendly attitude to establish supportive relationships with patients. 

• Answer phone calls to TNH main line, take complete & accurate messages as needed, as well as forward calls to appropriate staff. 

• Constantly work within EHR (Phreesia, SPM) to check for pt communications such as cancellations and rescheduling requests and immediately act upon such requests. 

• Check and respond to voicemails at least once an hour. 

• Schedule appointments for medical, behavioral health, and dental departments according to policies and procedures, while adhering to each department’s protocols and patient needs.  

• Maintain patient waitlists & shortlists, contact patients for scheduling and document progress. 

• Check patients in for appointments in a timely manner. 

• Create and maintain highly accurate patient records. 

• Screen every patient for health insurance and update chart accordingly. 

• Scan documents into the appropriate electronic health record. 

• Provide medical records upon request for patients with signed ROI forms. 

• Assign clinical office pool communication such as prescription refill requests to appropriate providers. 

• Use available resources to assist patients with signing up for Marketplace Insurance, scheduling transportation, or any social assistance requests. 

• Crosstrain with other patient relations team members to ensure coverage when short staffed. 

• Train front desk new hires or support staff. 

• Cross-train to provide backup support for referral coordination, including sending information, following up, and ensuring updates are entered in the system. 

Knowledge and Skills/Qualifications 

• A minimum of a high school diploma or GED.  

• Ability to effectively communicate with American Indian/Alaskan Native patients from various social, cultural, and economic and educational backgrounds. 

• Extensive knowledge of CPT codes, including the ability to correctly interpret and apply codes for a wide range of dental, behavioral health, and medical procedures. 

• Highly motivated, organized individuals with excellent interpersonal skills and the ability to work well in a collaborative team environment. 

• Great customer service skills; in-person, written, or on the phone. 

• Good computer skills. 

• Reliable and punctual. 

• Dental terminology preferred. 

• Medical terminology preferred. 

• Ability to maintain strict confidentiality of medical records and adhere to the standards for health record keeping, HIPAA, and Privacy Act requirements. 

• Basic Life Support Certification. 

• Candidate must submit to a background investigation, per organization policy. 

FLSA CLASSIFICATION: NON-EXEMPT