Check-in Representative

Job Description

Stillwater Medical Group

Position Name: Check In Representative

Department: Patient Access Job Code:

Reports To: Access Supervisor Status: Non-exempt Date
Written or Revised: 1/12/22
Approved By: Business Office and Access Manager

Position Scope:

This position is a vital point of contact for a patient entering SMG
Clinics. This position facilitates the check in process, including
greeting, assisting and directing clinic patients/families;
collection of co-pays; clerical duties such as answering phones,
scheduling appointments, and coordinating waiting room flow; performs
related reception duties as assigned. This position is expected to
support the mission, goals and objectives of the Stillwater Medical
Group.

Qualifications

Education:

High
school diploma or equivalent

Skills required:

• 
  Excellent customer service skills.
  

• 
  Ability to interact positively with people from various cultures and
  backgrounds.
  

• 
  Must successfully complete all training programs during introductory
  period.
  

Experience required:

• 
  Two years in a position interacting with the public using
  telephones.
  

• 
  Excellent verbal communication skills.
  

• 
  Demonstrated ability to function with multiple priorities and
  interruptions.
  

Experience preferred:

• 
  Two years of experience as a medical receptionist

• 
  Two years of experience in a customer service position

• 
  Graduate of a formal training program in medical reception, an
  equivalent program, or a customer service program.
  

• 
  One year of customer service experience either via telephone or
  in-person within the last five years

• 
  Experience working with medical insurance in a professional setting

Computer proficiency:

• 
  Keyboarding skills
  

• 
  Knowledge in Microsoft Word, Excel, e-mail and internet products.
  

• 
  One year of experience using data look-up and data entry functions
  on a PC based computer system.
  

Essential Functions:

1. 
   Effectiveness Factors
   

2. 
   Customer Service and Teamwork
   

3. 
   Clinic Reception Duties
   

4. 
   Check in/Check out process
   

5. 
   Physical Factors
   

Duties & Responsibilities:

A. Function:
Effectiveness Factors

1. 
   Maintains confidentiality by handling confidential material in a
   responsible and discrete manner.
   

2. 
   Exhibits professional conduct in interactions with patients, other
   staff and outside vendors.
   

3. 
   Problem solves effectively by using sound judgment and taking
   appropriate action.
   

4. 
   Communicates effectively by:
   

   1. 
      sharing information that others need
      

   2. 
      being direct, honest and constructive
      

   3. 
      listening and asking if not understanding
      

5. 
   Takes responsibility to maintain and enhance job related competence
   by:
   

   1. 
      Identifying problems in work area and seeking solutions utilizing
      appropriate resources at all times.
      

   2. 
      Assumes responsibility for self-development and growth by attending
      appropriate educational opportunities and department meetings.
      

   
   

6. 
   Maintains knowledge of SMG operations, policies and procedures
   through participation in training, department meetings, and
   in-services.
   

7. 
   Manages time effectively by:
   

   1. 
      Arriving for work on time
      

   2. 
      Adhering to break times
      

   3. 
      Completing work within scheduled time
      

   4. 
      Assisting others when time is available
      

   5. 
      Making calm sensible decisions under various work situations
      

   
   

8. 
   Follows all safety precautions, procedures and guidelines as defined
   by SMG policy.
   

B.
Function: Customer Service and Teamwork

1. 
   Provides patient/customer satisfaction by demonstrating concern for
   meeting internal and external customers' needs. Care for each
   person as he/she would like to be cared for by:
   

• • • 
      Putting the patient first at every opportunity
      

    • 
      Listening to understand each patient
      

    • 
      Showing concern for each patient
      

    • 
      Acting individually and with others to meet each patient's needs
      

    
    
  
  

1. 1. 
      Evaluates work and determines if further steps are needed to meet
      patient needs.
      

   2. 
      Demonstrates an attitude of concern, compassion and respect when
      dealing with patients.
      

   3. 
      Responds to patient complaints in a professional manner and works
      toward successful resolution, documents complaint according to SMG
      policy.
      

   4. 
      Represents SMG in a positive way with all customers both on the
      phone and in person and serves as a role model for other employees.
      

2. 
   Functions as part of the team by:
   

   1. 
      Assisting in the orientation and training of new employees.
      

   2. 
      Maintaining a helpful and positive attitude and a willingness to
      take on new and different responsibilities not specifically
      outlined in the job description.
      

   3. 
      Using a multidisciplinary approach.
      

   4. 
      Working together as an organization, not only as individuals or
      

   
   

departments.

C. Function: Check In
Process

1. 
   Daily collection of clinic co-pays and completion of all necessary
   paperwork.
   

2. 
   Ensure daily deposits for clinic.
   

3. 
   Accurate and timely completion of clinic specific paperwork.
   

4. 
   Provides customer-centered service.
   

5. 
   Provides telephone coverage using multiple line phone system.
   

6. 
   Performs patient advocacy functions and arranges for other need of
   the patient.
   

7. 
   Maintains neat appearance of waiting room.
   

D.
Function: Registration/Appointment Scheduling

1. 
   Identifies various medical insurance plans and is capable of
   accurately entering data.
   

2. 
   Ability to provide accurate, efficient and timely appointment
   scheduling at the time of check-out
   

3. 
   Responsible for accurate, efficient, and timely registration of
   patients by interviewing and utilizing available resources when
   needed.
   

E.
Function: Physical Factors

These are the physical abilities required to perform the essential
function of this position. If physical activity is required, circle
how often it is done:

Occasionally: 25% or less of a workers time

Frequently: More than 25% and up to 75% of a worker's time

Continuously: 75% or more of a workers time

1. Standing

O

2. Sitting

C

3. Walking

O

4. Bending

F

5. Stooping

F

6. Twisting

F

7. Reaching

F

8. Crouching

F

9. Crawling

O

10. Kneeling

O

11. Climbing

O

12. Handling (touching or
manipulating)

F

13. Repetitive motion of:

Fingers

C

Wrist

C

Arm/shoulder

C

Leg

O

Foot

O

14. Pinching

F

15. Lifting under 10lbs

C

Lifting 10-20 lbs

O

Lifting 21-50 lbs

O

Lifting over 50lbs

O

16.

Carrying under 10lbs

C

Carrying 10-20 lbs

O

Carrying 21-50

O

Carrying over 50 lbs

O

17.

Pushing under 10 lbs

O

Pushing 10-20 lbs

O

Pushing 21-50 lbs

O

Pushing over 50 lbs

O

18.

Pulling under 10 lbs

O

Pulling 10-20 lbs

O

Pulling 21-50 lbs

O

Pulling over 50 lbs

O

Occupational Exposure to Hazardous
Materials:

This position performs tasks that could involve potential exposure
to:

* blood *
body fluids *
tissues *
infectious diseases *
hazardous chemicals

Machines, Equipment and Work Aids:

Equipment and work aids:

• 
  PC

• 
  Telephone
  

• 
  Copy machine
  

• 
  Fax machine
  

JOB
DESCRIPTION

ACKNOWLEDGEMENT/RECEIPT

I
hereby acknowledge receipt of the Check In Representative job
description. I agree, as specified in the description, to comply
with the duties, specifications and expectations. I also acknowledge
that these duties, specifications and expectations may be changed,
interpreted, withdrawn, or added to by the management of the
Stillwater Medical Group at any time at management's sole option
and without prior notice to me.

I
understand that my employment with the Stillwater Medical Group is
not for any fixed period of time. I may resign at any time for any
reason, and the Stillwater Medical Group may terminate my employment
at any time for any reason.

EMPLOYEE
NAME:

POSITION:

EMPLOYEE
SIGNATURE:

DATE:

LEAD/MANAGER:

DEPARTMENT:

Revised
1/12/2022 - Human Resources 14

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