Front Desk Receptionist

JOB SUMMARY:

General office duties, including answering the telephone, and assisting other departments as requested. Serves visitors by greeting, welcoming, and directing them appropriately; notifies company personnel of visitor arrival, maintains security and telecommunication system. Assure adherence to state statutes and rules, CARF standards, and federal regulations including HIPAA and 42 CFR Part 2. Positively represents the organization and promotes Rimrock’s Mission to the community.

ESSENTIAL FUNCTIONS:

1. Answer telephone and relay calls or messages.

2. Maintaining lobby cleanliness, watering plants and making coffee.

3. Monitor incoming Sfax and route to appropriate recipients.

4. Welcomes patients and visitors by greeting in person or on the telephone; answering or referring inquiries.

5. Greet admitting clients and their families, assist in completion of SAMS paperwork, releases, and tag incoming luggage for staff collection, notify RT staff to remove luggage from lobby immediately.

6. Accept and document incoming client personal items.

7. Maintains security by following procedures; monitoring visitor logbook; issuing visitor badges.

8. Serve as backup for scheduling and maintaining appointments with Mental Health Services, Court Services, Outpatient Services, Medical Services and Admissions Departments.

9. Check Electronic Health Record for new and returning patients to ensure proper documentation has been created and signed, including but not limited to updating demographic information, Release of Information (ROIs), Consent to Treats, and Financial Consents.

10. Serve as back up for the PFL program; duties to include assisting with creating new referrals, admitting to the PFL program, and taking payments. Assist in tracking appointments kept, court referrals, and entering data into the PFL computer file, as needed.

11. Sort incoming mail, scan documents including but not limited to, prior authorization letters, insurance denial letters, and Medicaid authorizations to necessary departments, individuals, and shared drives. Distribute patient mail, HR, and C-suite mail without opening letters. All other items of mail are to be opened and sorted accordingly.

12. Input checks into daily EOB log and add to Lockbox.

13. Take credit card, check, and cash payments and ensure they are tracked correctly in accordance with Business Office procedures.

14. Assist with Family Week duties by preparing packets, collecting required documentation and adhering to check in procedures.

15. Screen all outgoing mail and in person client requests for adherence to 42CFR Part 2, forwarding any items of concern to medical records for further instruction.

16. Administer UDS for enrolled clients as needed.

17. Review and fulfill Worxhub requests from Medical Records

18. All other duties as assigned.

ORGANIZATIONAL COMPETENCIES:

1. Accountability – Takes ownership for resolving problems, reaching goals, and serving patients, team, and organization. Accepts responsibility for own behavior. Assures that resources are allocated in accordance with the priorities of the strategic plan. Performs self-quality monitoring in order to develop and execute plans to meet established goals.

2. Time Management – Maximizes the use of time and resources and effectively prioritizes tasks. Completes paperwork, evaluations, and other required documentation accurately and timely.

3. Teamwork – Works cooperatively and capably with a wide variety of people. Actively promotes teamwork and information sharing within and across departments. Works in a spirit of teamwork and trust and maintains professional boundaries in working with others.

4. Flexibility – Adapts rapidly to changing work demands and priorities.

5. Confidentiality – Complies with all HIPAA and 42 C.F.R. Part 2 regulations relating to privacy, security, and confidentiality. Safeguards confidential information of patients, employees, and business operations

6. Safety – Knows and understands emergency procedures and completes incident reports within 24 hours of event with detailed information.

7. Communication – Consistently uses positive communication skills to promote effective interpersonal relationships. Provides timely and thorough follow-up with internal and external customers. Models professionalism by addressing others with appropriate actions, appearance, and communication. Models and promotes effective written and verbal communication.

8. Customer Service – Supports the organization’s customer service initiative. Strives for service excellence by seeking challenges and turning them into opportunities. Anticipates and meets needs of patients while maintaining appropriate boundaries. Displays a friendly, helpful, and approachable demeanor. Obtains feedback from patients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.

9. Respect – Establishes compassionate and supportive rapport with patients. Communicates tactfully and respectfully with patients, coworkers, and others.

10. Quality Improvement – Assures that information is collected, organized, reported and used to improve the quality of systems and services. Recognizes and appropriately reports to supervisor areas within scope of responsibility that fall outside the quality parameters. Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.

EDUCATION/TRAINING:

High school graduate, 2 years college preferred.

SKILLS:

Proper telephone etiquette, possess a friendly and understanding manner when meeting patients and visitors and responding to their needs; ability to do general clerical duties. Computer skills and proficiency with Microsoft software including Word, Excel and Outlook.

PHYSICAL DEMANDS:

Work is indoors in an office environment with moderate noise. Intermittent physical effort involving lifting of up to 25 pounds, walking and stooping is required. A typical workday involves sitting, frequent use of a keyboard, reaching with hands and arms, and talking and hearing, approximately 70% of the time. Approximately 30% or less of the time is spent standing. Normal vision abilities required, including close vision and ability to adjust focus.

WORK ENVIRONMENT/JOB LOCATIONS:

Involves everyday risk or discomfort requiring normal safety precautions in an office setting, meeting room and patient care areas. Work may involve mental and emotional stress. Some driving required. Will work primarily in main facility.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.