Receptionist/Scheduler Float

Description

Professional Duties

• Understands and performs the job description and responsibilities of each Patient Services position. Travels and provides coverage at Satellite offices as needed.
• Assisting the Patient Services Supervisor and Director by covering breaks and lunches. Verifies daily settlement and cash balancing for each reception area at the end of the day.
• Greets and checks in patients in a professional, courteous and timely manner.
• Documentation and End of Day Balancing
• Distinguishes between HMO, worker compensation, personal injury, PPO/EPO, and other accounts.
• Schedules patient appointments, according to the Appointment Scheduling and/or Advanced Access policies.
• Properly follows the Missed & Cancelled Appointment policy and procedure.
• Processes patient letters and referrals within 48 hours of the date in which they were received.
• Answers telephones in a timely and professional manner; accurately directing calls to appropriate location(s).
• Corresponds effectively with assigned Provider’s, Nursing staff, Specialist offices and referring physicians. (Notifying providers when patient fails to respond to referrals, letters, etc. according to the Appointment Scheduling policy)
• Serve as an ambassador for Desert Oasis Healthcare and Family Hospice Care at all times and positively shape the customer experience
• Be knowledgeable about your job so that you can serve others effectively
• Do your share. Do what you say you will do and take action, follow through. Be willing to pitch in and help
• Be an active listener (make eye contact, validate)
• Address customers as Mr., Mrs., or Ms. until invited to do otherwise. Never use terms of endearment such as hon, dear, sweetie, etc.
• Be accountable for your work
• Be sensitive to factors that influence customers and co-worker’s situation including age, gender, culture, race and socioeconomic status. Be observant of others’ social cues (emotions) and respond appropriately
• Speak clearly and use understandable language (avoid medical jargon or slang)
• Validate to ensure understanding
• Use open-ended questions to engage
• Demonstrate appropriate body language and tone of voice
• Answer all phone calls with a salutation, introduction and offer to assist (Good afternoon, Desert Oasis Healthcare or Family Hospice Care, this is (your name), how may I help you?)
• Speak positively about your work, co-workers and Desert Oasis Healthcare and Family Hospice Care
• Offer to answer any additional questions that the person, patient or customer may have

Qualifications

• High school diploma or equivalent required. Medical Assistant certification Preferred.
• One year recent experience in a medical/professional office setting.
• Proficient in working with computers
• Excellent customer service and telephone skills.
• Effectively communicates with others.
• Proficient Organizational Skills.
• Current California driver's license and automobile insurance.

Physical Demands