Telehealth Receptionist

POSITION SUMMARY:

The Telehealth Receptionist is responsible for the intake of patients through telehealth services and educating and training health center staff and patients on how to utilize innovative technology to the delivery of care. The Telehealth Receptionist will also be responsible for performing all other receptionist duties such as answering phones, checking patients in and out, confirming insurance eligibility, making sure all consent forms are signed and updated, creating patient charts, scanning/photocopying required documents, providing great customer service, and building good patient rapport.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Listed below you will find essential duties and responsibilities to successfully perform this job. Reasonable accommodation will be granted, as necessary to perform the essential duties and function of this position.

• Manages virtual and in person check-in and facilitates patient flow by notifying the provider of patients' arrival
• Checks out visit immediately after the provider has entered the documentation in electronic health record and provides patient with documents needed at end of visit as appropriate.
• Ensures that patients and providers are notified of appointment delays via telehealth platform.
• Attains basic competencies in operation of the telehealth software to assist in troubleshooting problems for patients, and answers questions for patients and staff
• Creates, reschedules, or cancels appointments, including conducting outreach calls to schedule patients.
• Registers new patients in the HER system and verifies that registration is complete and appropriate documents are obtained and scanned into the patient account
• Verifies patients’ insurances and determines any charges/copayments at the time of appointment scheduling. Documents findings in Billing Notes and Claim Data
• Updates demographic information at every patient visit
• Answers and screens all telephone calls appropriately and independently, creates telephone encounters and forwards them to the appropriate personnel daily.
• Effectively uses de-escalation skills to manage any customer service problems with patients on non-clinical issues, troubleshoots the problem works to find a solution, and contacts supervisor for further assistance, if an immediate solution is not available.
• Secures patient information and maintains patient confidence by completing and safeguarding medical records and keeping patient information confidential in accordance with the health center and HIPAA regulations.
• Cross trains and works at other sites to provide coverage when needed.
• Performs other duties as requested by supervisor

• Educating and training staff and patients to use telehealth software, application, and equipment
• Manage patient appointment including follow up on no show and cancellations of appointments
• Cash Handling/daily bookkeeping
• Maintain and clear voicemails, faxes, emails, and portal messages daily
• Maintain a clean and friendly environment for providers and patients
• Stock front office supplies and notify necessary personnel to order low inventory
• Pull and provide medical records as requested per policies
• Obtain medical records from outside providers for patient care
• Assist patients with filling out the necessary medical and patient registration forms
• Adhere to HIPAA, OSHA, other governing authority regulations, and the Health Center policies and procedures
• Perform and undertake such other duties and responsibilities as are requested by Office Manager or Supervisor

The requirements listed below are representative of the knowledge, skill, and/or ability required for this position.

• EDUCATION & EXPERIENCE
  • High School Diploma OR equivalent
  • One year of experience in customer service, office, or clinical setting preferred
  • Experience using multi-line phones, scheduling appointments, and using computers 
  SKILLS & KNOWLEDGE
  • Ability to conduct oneself in a profession manner
  • Ability to cooperative and collaborate with a team of medical professional to provide non-discriminatory care to underserved patient populations
  • Ability to use Word, Excel, Power point, and Outlook
  • Ability to learn and use Electronic Health Record Systems (e.g., IMS, EPIC and Dentrix)
  • Ability to manage multiple tasks in a high volume environment.
  • Ability to prioritize and perform a variety of tasks in a fast paced environment.
  • Ability to take initiative and function with a high level of independence and problem solve.
  • Ability to maintain a good attendance and report to work on time
  • Ability to effectively communicate (oral and written)  
  • Ability to provide good customer/patient services
  • Ability to lift 20 pounds
  • Ability to sit, stand, and walk for 7-8 hours per day
  • Ability to adhere to the health center’s policies and procedures include but not limited to safety, employment and medical care services.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The work environment is characteristic of a clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, use hands to handle or feel.  The employee is also required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.  The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually noisy.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.