RECEPTIONIST Full Time

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RECEPTIONIST Full Time','Full-time','Administrative/Clerical','S-S','S-S','80','80','Occasional','Occasional','OREGON-PENDLETON-URGENT CARE CLINIC','','!*!JOB STATEMENT:
 




 The Receptionist and Scheduling Clerk will be the healthcare access representative to patients and/or vendors utilizing positive public relations skills when scheduling patient visits or physician schedules. Is responsible for coordinating clinic services by maximizing resources to meet the demands of patients and/or customers. Provide telephone, reception, clerical and scheduling services in an outpatient setting.
 
 
ESSENTIAL FUNCTIONS:
 




 

Greets patients and answers telephone in a courteous and professional manner, addresses questions and directs calls.


 

Coordinate on-going patient flow through the clinic process ensuring efficient and effective continuity, accurate completion of all required forms, greeting patients, verifying demographics and insurance information and coordinating physician releases.


 

Ensures patient confidentiality, and provides patients with needed information.


 

Observes patients in waiting room and reports any apparent illness or distress to clinical staff.


 

Schedules patients for initial and follow-up appointments, prepares electronic medical records to maintain smooth patient flow throughout clinic.


 

Manages incoming and outgoing referrals, letters and alerts.


 

Collect co-payments and/or outstanding balances. Inform patients of financial assistance opportunities.


 

Follow clinic procedure/protocol for the organization and maintenance of the patient demographics in the computer and maintain the order of all medical records (i.e. test results, retrieval, filing, creation, repair, etc.).


 

Responsible for the development, initiation, tracking and completion of a charge ticket by collecting and recording pertinent and accurate demographic information at the time of scheduling.
 
Other Responsibilities:




 

REVERENCE:
Pass a Smile! (First Impressions)

Introduce yourself.
Initiate greetings with a smile, eye contact, open body language, and a handshake or touch.
Use patient or co-worker’s name in conversation.  Be genuine.
Listen attentively and confirm back to customer what you have heard.
Always say “hello” with a smile to patients, visitors, and co-workers.
Celebrate Differences! (Diversity)

Treat all patients, visitors, and co-workers with respect as unique, valued individuals.
Provide the highest level of service to everyone, regardless of who they are.
Create a supportive environment and encourage people to freely express themselves.
Behave in a professional, collaborative, supportive manner, regardless of personal feelings.
Look the Part! (Professional Image)

Make sure employee badge is visible and appropriately placed.
Stay well groomed.
Keep clothing neat, clean, and in accordance with department and hospital policy.
Ensure that personal conversation, demeanor, and all behaviors present and “on-stage” appearance.
Maintain an attitude of confidence and proficiency.

 


 

INTEGRITY
Make it Right! (Service Recovery)

Anticipate and correct problems before they become complaints.
Acknowledge mistakes when they occur, without placing blame.
Apologize for the mistake, even if you are not at fault.
Make amends for mistakes by taking corrective action as a tangible indication of our sincere regret.
Let’s Talk! (Communication)

Follow through on all requests and promises in a timely manner.
Whenever you see a person who needs help, ask them “What can I do for you?”
Respond in a timely manner to all requests – conveying clear, concise, and accurate information.
Answer all phones promptly.  State name, department, and give appropriate greeting.  Always use a friendly tone.
Lean on Me! (Teamwork)

Balance personal agenda with team and organizational goals.
Value all team members and their opinions by treating everyone equally and with respect.
Seek to resolve conflicts in a respectful way.  Do so directly with the individual(s) involved and promptly.
Arrive on time to work.
Fully share information that people need to do their job.
Express ideas, opinions and reactions constructively.

 


 

COMPASSION
Welcome to our Home! (Safe/Healing/Calm Environment)

Maintain a safe, neat, clutter-free work environment.
Keep voice down in and around “on-stage” areas.
Recommend changes to policies, procedures, and environment to enhance everyone’s ability to provide optimum service to all patients, visitors, and employees.
Keep in Touch! (Provide information and explanations)

Apologize for delays and inconveniences.
Use easily understood and appropriate language when giving information to patients, visitors and co-workers.
Avoid technical and professional jargon and acronyms.
Privacy Matters! (Privacy/Confidentiality)

Always knock before entering.
Be sensitive to individual privacy needs.
Always speak kindly and positively about patients and co-workers.  Show in all ways that patient is the first priority.
Maintain strict confidentiality at all times with patient, visitors, co-workers, physician information, and with proprietary organizational information.

 


 

EXCELLENCE
Thank Somebody! (Recognition/Appreciation)

Find ways to specifically recognize and appreciate a co-worker.
Catch people doing something special and let them know you appreciate it.
Commend a team member when they demonstrate one or more of our customer service standards and behaviors.
Openly praise and acknowledge the good work of co-workers by announcing specific professional and personal accomplishments.
Show the way! (Give Directions)

Make it your job to know where services are at in the facility.
If someone appears to need directions, offer to help.
Offer to escort patients and visitors to their destination.
If unable to personally escort, take him/her to someone who can, or show him/her the way with a facility map.
Do chart reviews, stocking department, etc. with free time.
 
Keep Growing! (Technical competency)

Maintain a high level of competence; continue to grow in skill and encourage others to do the same.
Consistently demonstrate excellent technical knowledge on the job.
Encourage and contribute innovative ideas and ways of doing things that increase efficiencies.
 

 


 

Performance Improvement:  Understands and actively supports the organizational and departmental Performance Improvement Initiatives.

Can verbalize employee’s overall responsibility and role in the St. Anthony Hospital Performance Improvement Program.
Can identify PDCA as St. Anthony Hospital’s guide for Process Improvement.
Can submit evidence of participation in a Performance Improvement activity completed within the last 12 months.  (Organizational, departmental, or individual.)

 


 

Participates in professional development activities, and maintains professional licensing and accreditation

 
 
Age Specific Population Served:




 
 
x  Neonatal (0-28 days)        x  Infant (28 days – 1 yr.)          x  Pediatric (1 – 12 yrs.)
 
x  Adolescent (12 – 20 yrs.    x  Adult (20 – 61 yrs.)               x  Geriatric (62 yrs. )
 
Must be open to additional responsibilities as required by administration.
PHYSICAL AND MENTAL REQUIREMENTS:
 





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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 


While performing the duties of this job, the employee is regularly required to stand.  The employee regularly is required to walk, talk, read, write and hear.  The employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

 
WORKING CONDITIONS:
 





The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Security Access:  HIGH - Incumbent has access to restricted or confidential patient information and must comply with the terms of the St. Anthony Hospital security policies as it applies to their job roles.
  


While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and risk of radiation.  The noise level in the work environment is usually moderate.

 
The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.  Nothing in this document is intended to exclude the opportunity for modifications or adjustment to the job or the manner of performing it consistent with the requirement to provide reasonable accommodation to the disabled.  With or without accommodation, the essential functions must be performed.  Employees unable to accomplish any functions may request reasonable accommodation pursuant to the Americans with Disabilities Act.
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Education and Experience:

High School graduate or equivalent.  Medical terminology preferred.
 




Licensure:

None
 




Knowledge, Abilities, and Skills:

Must be computer literate and possess knowledge of functions of basic office machinery.  Should possess effective oral and written English communication skills.  Must be able to type 40 wpm.  Must be able to work independently.  Must be able to respond to people in a compassionate, professional manner.','We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.','2017-R0141687','CHI St. Anthony Hospital - Pendleton','RECEPTIONIST Full Time

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