Healthcare Reception Specialist

1 week ago

Chelsea, Massachusetts, United States Trinity Health - IHA Full time

POSITION SUMMARY:

The Healthcare Reception Specialist acts as the initial point of contact for patients and visitors, both in-person and via telephone. This role is essential in facilitating communication between patients and healthcare professionals, ensuring a smooth and efficient patient experience. Responsibilities include greeting patients, providing guidance on services, and relaying important information to the medical team.

KEY RESPONSIBILITIES:

  • Warmly welcomes all individuals entering the facility and addresses their needs promptly.
  • Collects essential patient registration details, verifies insurance coverage, and prepares medical records for appointments in line with established protocols.
  • Accurately processes patient documentation, collects payments, and ensures that all charges are correctly entered into the billing system.
  • Manages electronic and paper medical records, ensuring they are organized and accessible.
  • Handles incoming calls according to established etiquette, taking messages and relaying them efficiently.
  • Coordinates appointment scheduling and confirmations, adhering to office procedures.
  • Assists in rescheduling appointments and communicates with management regarding any scheduling conflicts.
  • Distributes necessary patient documentation through electronic or traditional mail.
  • Monitors and manages daily work queues to maintain operational efficiency.
  • May oversee daily financial transactions and ensure accurate posting of charges.
  • Supports outreach efforts for overdue accounts and assists in patient follow-up communications.
  • Keeps the reception area and waiting room organized and welcoming.
  • Participates in team meetings and training sessions as required.
  • Performs additional duties as assigned.

ADDITIONAL FUNCTIONS:

For those working with diverse patient populations, additional responsibilities may include:

  • Conducting intake for patients from various backgrounds, ensuring their needs are met and appointments are scheduled appropriately.
  • Maintaining effective communication with service coordinators and healthcare providers to facilitate patient appointments.
  • Responding promptly to new patient referrals.
  • Providing assistance in the patient's primary language when necessary, coordinating translation services for critical communications.
  • Serving as a key contact for staff regarding patients from diverse backgrounds.
  • Entering demographic information into the intake database and generating reports to analyze service impact.
  • Utilizing office software to create and manage internal communications.
  • Acting as a backup for the reception team as needed.
  • Completing other tasks as required.

ORGANIZATIONAL STANDARDS:

  • Fosters a positive and professional environment that aligns with the mission and values of Trinity Health - IHA.
  • Collaborates effectively as part of the reception team.
  • Prioritizes safety in all job functions and reports any hazards immediately.
  • Completes required training and adheres to high service standards.
  • Maintains knowledge of office policies and procedures.
  • Ensures confidentiality of patient and employee information in compliance with relevant regulations.
  • Demonstrates a commitment to professional development and continuous learning.

QUALIFICATIONS:

EDUCATION: High School Diploma or equivalent required. Coursework in medical billing or related fields is preferred.

EXPERIENCE: 1-2 years of experience in a healthcare or customer service setting is preferred.

SKILLS:

  • Understanding of insurance verification processes.
  • Strong communication skills, both verbal and written.
  • Proficient in medical office procedures and organizational policies.
  • Service-oriented with a focus on patient satisfaction.
  • Competent in using computer systems and software relevant to the role.
  • Ability to manage multiple tasks and prioritize effectively.
  • Demonstrates sound judgment and problem-solving abilities.
  • Maintains confidentiality and handles sensitive information appropriately.

PHYSICAL REQUIREMENTS:

  • Ability to perform tasks that require extensive computer use.
  • Capable of handling physical activities such as filing and lifting light objects.
  • Must be able to communicate effectively in person and over the phone.

WORK ENVIRONMENT:

This position operates in a standard office environment with potential exposure to health-related risks. Interaction with patients may involve managing various emotional states, requiring adaptability and resilience.

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