Job description

THUNDER BAY COMMUNITY HEALTH SERVICE, INC.

JOB TITLE: Reception

SUMMARY: Responsible for greeting patients and visitors ensuring prompt, efficient, and excellent customer service. Schedules patient appointments, answers incoming calls, monitors the waiting room to ensure patient flow, collects co-pays and processes patient information to produce clean claims for the revenue cycle.

ESSENTIAL DUTIES AND RESPONSIBILITIES; include the following: other duties may be assigned:

Standard Competencies

• Displays courtesy and sensitivity while managing difficult and emotional customer situations. Solicits feedback to improve service and responds promptly to customer’s needs.
• Schedules time off in advance to ensure proper coverage for department. Also begins working on time and works independently throughout the day until it is time to end shift.
• Accepts responsibility for own actions and is able to meet commitments.
• Able to follow policies and procedures while supporting the goals and values of the organization. Also promotes a positive work environment for staff of all departments offering support while working cooperatively with all co-workers.
• Expresses ideas and thoughts effectively. Displays confident communication skills and exhibits good listening. Keeps other adequately informed while selecting appropriate forms of communication.
• Shows a strong initiative and willingness to learn, continually strives to increase personal productivity. Always treats others with respect and consideration as committing to do the best job possible.

Patient Access and Customer Service - 55%

• Open and closes the building for business following the provided protocol.
• Greets patients, visitors or patrons ensuring prompt, courteous attention and outstanding customer service.
• Answers multi-line telephone calls timely, professionally and courteously
• Performs reminder calls to patients for scheduled non-confidential appointments; two days in advance as assigned.
• Schedules patient appointments; triaging urgent or complex complaints following policy and procedure and staying within scope of position
• Serves as a first point of contact for patient questions or concerns.
• Provides information regarding services available such as, Medicaid or insurance enrollment, the sliding fee discount program, available over-the-counter medications, drug or transportation assistance, dental, pharmacy, behavioral health programs, or other services offered by TBCHS.

Data Collection and Entry - 20%

• Reviews and updates patient’s electronic health record timely; assisting with form completion.
• Verifies insurance coverage, obtains same day authorizations and screens patients for Outreach and Enrollment or Sliding Fee Discount Plan eligibility.
• Accurately inputs patient data collected to produce clean claims for the revenue cycle and reporting requirements.

Patient Billing and Collections - 15%

• Collects co-pays, co-insurance or previous balance due and responds to patient billing questions.
• Posts payments accurately to patient accounts and processes day end balancing of collections following procedures.

Patient Information - 10%

• Processes protected health information (PHI) including but not limited to receipt and release of PHI, filing, storage, record retrieval, scanning and indexing.
• Routes patient information accurately, in a specified order or process maintaining HIPAA compliance at all times.
• Orders office supplies, sorts and routes mail and maintains the sale and inventory of onsite over the counter medications.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); and two years related experience and/or training.

CERTIFICATES, LICENSES, REGISTRATIONS: CPR certification is mandatory for this position.

PHYSICAL DEMANDS: Light

TRAVEL: Travel between sites may be required

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Rogers City, MI 49779: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Preferred)

License/Certification:

• BLS Certification (Preferred)

Work Location: One location

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