Lead Receptionist

Overview

JOB TITLE: Lead Receptionist

DEPARTMENT: Reception

REPORTS TO: Reception Supervisor

• Position may require that the receptionist travel to 5 different clinical sites located in Bell Gardens, Hawaiian Gardens, Downey, and Maywood as needed for coverage, etc.
• Maintains a friendly and courteous demeanor at all times with all patients and visitors with whom they interface.
• Individual is responsible to take legible and informative messages.
• Employee will return calls in a timely manner when necessary.
• Facilitates patient registration/processing in order to reduce patient wait time.
• Ensures all patients undergo client eligibility screening and documentation is maintained on file.
• Shall scan all pertinent patient documents as needed- same day.
• Explains clinic procedure, fee process, and general information to clients as needed.
• Maintains cleanliness and organization of the reception area.
• Review, corrects and obtains current patient information for all necessary documents and Next Gen PMS system.
• Undertakes continuous self‑improvement, attending applicable training, seminars, in‑services and educational classes to maintain skills competency and current knowledge for standard of care and effective practices.
• Responsible for following all agency safety and health standards, regulations, procedures, policies and practices.
• Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
• Responds efficiently and timely to all patient and provider staff needs and inquiries.
• Ensures excellent customer service to all FHCCGLA patients.
• Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
• Handles patient grievances according to FHCCGLA’s Policy & Procedure.
• Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
• Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.
• Attends the following meetings/trainings:
• Mandatory Quarterly Staff Meeting/Trainings
  - Quarterly (Jan., Apr., Jul. & Oct.)
• Corporate Risk Management Meeting
  - Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
• Clinical & Operations (C&O) Meeting
  - As needed (advanced notice will be provided when feasible)
• Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)
• Other pertinent meetings
  - As scheduled
• Remains informed of:
• Current legal and regulatory changes related to scope of practice.
• Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
• All applicable Policies & Procedures
• Informs or refers any questions (when unsure), concerns, and/or patient grievances to the attention of the immediate supervisor to ensure appropriate handling of the situation.
• Answer phone line and route calls to appropriate departments and individuals.
• Responsible to ensure that all incoming appointments are scheduled in a prompt and timely manner.
• Will schedule appointments in a fashion that encourages good patient flow.
• Ensure that he/she conducts self in a clear and friendly manner when answering the phone.
• Appropriately informs patients regarding all eligibility requirements and first visit to the clinic instructions as necessary.

• Will assist Reception Supervisor to conduct in-house trainings.
• Shall assist Reception Supervisor to watch over patient wait times and communicate with back‑office any concerns.
• Will work with the Operations Manager to promote a smooth patient flow.
• Will assist Reception Supervisor with any provider schedules, scheduling, blocking shifts, etc.
• Will assist Reception Supervisor to conduct random reviews of staff to ensure that monthly audits are being conducted as required.
• Will assist Reception Supervisor to coordinate reception staff scheduling for coverage on Saturdays.
• Will assist Reception Supervisor to reference the provider calendar on a daily basis in order to become more aware of clinics daily expectations…