ROLE: Receptionist Supervisor
SUPERVISED BY: RCM Manager
SUPERVISES: Receptionist
FLSA STATUS: Exempt
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ABOUT US:
Sterling Medical provides expertise in healthcare for communities nationwide. By being employer owned, employers are now taking healthcare into their own hands and are being able to provide quality and efficient care for their employees. Our goals at Sterling Medical are to create a patient-focused integrated primary and urgent healthcare system by bringing the patient and provider closer together, ensuring that all patients obtain the health services they need without suffering financial hardship, and allowing the employer to control their healthcare costs.
We are looking for ideal candidates who strive to achieve a 95% or higher in positive customer feedback, are diligent at building the companys name recognition within the community and are willing to understand the concerns of our patients and try to help solve their healthcare problems.
Sterling Urgent Care is currently located throughout Idaho, Utah, and Wyoming with more locations coming soon.
Purpose of the Position:
A reception supervisor manages a companys receptionists, clerks and secretaries. Supervisors interview, hire and train receptionists and perform many clerical duties themselves. That includes typing reports, filing documents, answering and forwarding phone calls, handling incoming and outgoing mail and reminding superiors of their appointments. On top of that, reception supervisors must schedule, organize and monitor their own staff. They make certain all clerical duties are being handled accurately and in a timely fashion.
Skills:
A reception supervisor needs to possess strong written and verbal communication skills, as she often deals with upper management, employees and customers on a daily basis. She should be highly organized, motivated and a skilled problem solver. She also needs to feel comfortable delegating and managing a staff, and work well alone or as a member of a team. Reception supervisors typically need to have at least a basic understanding of math, typing and filing procedures.
Major Duties:
- Receptionist direct supervisor
- Hire and train head receptionist for each clinic
- Manage head receptionist for each clinic
- Responsible for implementing quarterly receptionist trainings
- Aid in creating policy and procedures for front office
- Manage escalated complaints that concern receptionist
- Perform routine electronic audits for any Hipaa violations
- Coordinate solutions quickly when patients experience problems with service or staff
- Manage cash deposits and reports
- Work with senior management to ensure that direction is being followed up and down the chain of command.
Additional Duties and Responsibilities:
1. Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately. Educate and assist patients on signing into Clockwise MD. Educate and provide information to the patient regarding the patient portal.
2. Answer, screen and forward incoming phone calls in a professional and courteous manner.
3. Provide basic and accurate information in-person and via phone/email. Very knowledgeable on HIPAA regulations and maintains confidentiality. Maintains annual and additional training on HIPAA regulations and compliance.
4. Prepares an order for the front office supplies and keeps inventory of stock. Works closely with the manager to determine appropriate levels of supplies. Turns in the order for the manager to place.
5. Perform other clerical receptionist duties such as scanning, filing, photocopying, transcribing and faxing. This is maintained throughout the day and all completed before leaving the shift.
6. Have patients fill out information sheets such as patient demographics, workers comp, drug screen, occupational med or Epworth sleep scale forms. Accurately enters patients, their demographics and their insurance into the EMR system. Verifying all demographic information and insurance information with each visit. Utilize the EMR system to verify real time insurance information.
7. Collecting payments and post them to the correct accounts. This includes collecting co-pays prior to the patient being seen and collecting balances for services and/or supplies before the patient leaves. Maintains an accurate funds log for all money received and posted by the receptionist for the day. Count the cash drawer at the beginning and end of each shift and initial that this procedure was done. Maintain an accurate funds log of the money in the cash drawer. Have a clear understanding of the payment process within the EMR to include save/finalize, running a credit card, and issuing a credit back to a credit card. Writes a hand receipt for all CASH received.
8. Call other medical facilities, companies, insurances, etc. for additional information needed to treat the patient. Ensures appropriate release of information or occupational medicine release forms have been filled out by the patient.
9. Educate patients on membership plans. If a patient would like to sign up as a member, help facilitate that process through our website portal. Answer all questions regarding the membership that the patient may have. Instruct the patient to review the membership rules and point out that it is a 12 month contract for consumers (white cards).
10. Make copies of sports physical papers, workers comp restriction/release forms, other important documents for patients, referring providers and/or employers. Manages all record requests by securing a release, gathering the requested information, securing payment if it is someone other than the patient or referred provider, and mailing or faxing to the appropriate requestor. Understands medical record requests process and how it corresponds to HIPAA.
11. Reports to work on time and unlocks the front door and opens the clinic. Maintains the cleanliness of the reception room throughout the shift. Makes sure the reception bathroom is clean and in working order.
12. Makes sure that all forms used for gathering patient data, patient information, and patient handouts on policies or procedures are up to date and accurate. Maintains a file for these forms that can be readily handed out if requested by the patient. These files referred to on our demographic sheet include our Arbitration Policy, Financial Policy, HIPAA form, Outside Service Agreement and Membership Cost Breakdown.
13. Understands the process of checking in a patient who has a membership. Fully understands how to find the patient within the HINT platform prior to checking the patient in. Has the membership cost breakdown policy readily available for any questions the patient may have regarding their personal responsibility for the costs incurred for the visit. Understands the procedure if the patient is not on the HINT platform but insists they are a member. Collects all membership discounted fee prior to the patient being seen for a white card member and collects the discounted fee that is due for services and/or supplies prior to the patient leaving.
14. Understands the Sterling Medical model and can answer questions in an accurate way. Politely and professionally will refer questions that they do not know to management.
15. Will maintain education requirements with the EMR system by completing the FRONT DESK STAFF TRAINING. A validation form will be downloaded, the training video watched, the supplemental materials done along with the deep dive topics. This will be done every 6 months and the validation form will be sent to human resources to be stored in the employee file.
Qualifications for the Job:
Education:
1, Proven work experience as a Receptionist, Front Office Representative or similar role.
2. Proficiency in Microsoft Office Suite
3. Hands-on experience with office equipment (e.g. fax machines and printers).
4. Solid written and communication skills
5. Ability to be resourceful and proactive when issues arise
6. Excellent organizational skills
7. Multitasking and time-management skills, with the ability to prioritize tasks.
Experience:
- Ability to communicate in English, both verbally and writing
- Excellent customer service skills.
- Additional Languages Preferred.
- Excellent computer knowledge and skills in working with spreadsheets, quickbooks, data entry, internet/intranet, etc.
- Ability to use office equipment
- Able to type 60-70 words per minute
