Clerk IV; Receptionist

Job Summary

The Receptionist provides critical first contact to students (clients) in need of mental health services at the Center for Counseling & Psychological Health (CCPH). Greets clients, registers client demographic and insurance information in Electronic Health Record (EHR) system. Receives and enters various forms of Protected Health Information (PHI) into the EHR via secure processes compliant with Health Insurance Portability and Accountability Act (HIPAA).

Processes patient payments. Answers and appropriately redirects all incoming calls. Schedules client appointments.

• Greets and directs clients and other visitors. Interfaces with the public in a busy office atmosphere regarding personal and sensitive health concerns. Recognizes emotional crises requiring immediate professional attention.
• Ensures accuracy of patient registration and insurance information by entering or updating data on the EHR system.
• Communicates professionally and appropriately with clinical staff as needed.
• Answers multiple-line telephone and refers calls appropriately. Opens and closes office phone lines at beginning and end of day.
• Schedules, reschedules, and cancels appointments. Provides and distributes appropriate paperwork to clients for appointments. Records arrivals, cancellations, and instances of failure to keep appointments in EHR system.
• Receives cash, checks and credit card insurance co-payments and fee‑for‑service payments. Reconciles daily cash receipts.
• Answers questions regarding behavioral health insurance coverage, release of information, confidentiality, and office policy. Communicates with patients around collecting insurance information and verifies insurance eligibility daily for all incoming appointments in coordination with University Health Service staff.
• Refers problems/complaints to appropriate personnel.
• Locks cabinets containing confidential patient information and office doors at end of day.
• Orders office supplies from UHS storeroom.
• Distributes on‑call equipment and schedules.
• Provides front desk coverage in any CCPH location, as needed.
• Participates in various types of departmental meetings regarding policies, procedures and quality improvement as part of administrative team.
• Works on special projects as assigned by the CCPH Business Operations Manager, including delegation of duties during times of absence, or as assigned for training purposes.

• Performs other duties as assigned.

• High school diploma or equivalent.
• One (1) year of office experience.
• Proficient computer skills.
• Working knowledge of business English, including punctuation and grammar.
• Working knowledge of general medical terminology.
• Working knowledge of office practices and procedures.
• Working knowledge of the operation and application of office machines.
• Basic knowledge of behavioral health insurance authorization procedures.
• Ability to make mathematic computations accurately and with reasonable speed.
• Professional oral and written communication skills, including telephone etiquette.
• Ability to understand and follow moderately complex oral and written instructions.
• Ability to understand and observe the principles and practices of confidentiality (HIPAA) as it pertains to behavioral health records and other forms of PHI.

• Previous medical secretarial schooling or experience.

• Typical mental health clinic/office environment.

• Qualifications acquired on the job:
  • Working knowledge of EHR computer system.
  • In depth knowledge of Health Insurance Portability and Accountability Act (HIPAA) compliance and applications.
• Works under the direction of the Center for Counseling and Psychological Health (CCPH) Business Operations Manager, who assigns duties and reviews performance for efficiency and conformance with instructions.

• Monday - Friday, 8:30am - 5:00pm.

• USA/MTA Non-Exempt, Grade 13.
• Classified Step Scale.

Along with the application, please submit a resume. References will be checked at the final stage. Please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.