Job: Reception Team Staff-Clinic

Reception Team Staff-Clinic Job Title: Reception Team Staff-Clinic Job Type: Full-Time Location: Capitol Clinic, WI   Job Description: One full time positions position in Primary Care and PT/OT located at our downtown Capitol Clinic. The hours are Monday through Friday with a late night (10-7) rotation. Reception Team Staff - Clinic POSITION SUMMARY: The Reception Clinical Team Staff position is responsible for providing a wide range of administrative support activities including answering the telephone (serving as back up to Adult and Family Practice Call Center and Switch board), directing and checking in of patients and other customers properly, scheduling of appointments, answering general questions, collecting fees, ordering and releasing laboratory and radiology tests, organizing the desk, maintaining paper medical record flow and maintaining the self check in Kiosks. The incumbent works under the general supervision and review of the Reception Team Leader. The incumbent knows and abides by all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets personal standards and strives for high quality work in completing assignments, performs job duties in a timely manner, and represents the organization in a positive manner. The incumbent understands our Mission, Vision and Common Values (stated below) and is committed to promote these values in behavior and attitude. Our Mission Statement: To provide accessible, comprehensive, high quality healthcare and outstanding service in an efficient and personalized manner on a prepaid basis to persons in the GHC-SCW service area. Our Vision: To be a leader among HMO’s in providing high-quality medical care, impeccable service and competitive benefit levels and premium rates. Our Common Values: • Patient Centered: When health insurers and health care providers are brought together under one roof, we are better together. Our care team model focuses on supporting the needs of our patients/members and providing the best in safe, high quality coordinated health care. Members and their providers participate in making meaningful decisions that lead to better outcomes. • Quality Driven: When members and their providers each participate meaningfully in the decisions that lead to better health care, we are better together. GHC-SCW continues its tradition of providing proactive health promotion and disease management outreach to our members to consistently achieve high quality health care accreditation. • Innovation: When we work to lift each other up, show appreciation and collaborate in the best interests of the member, we are better together. GHC-SCW has made innovative advancements which include the implementation of an electronic medical records system (EMR) and GHC-SCW MyChartSM, access to innovative Complementary Medicine benefits and Wellness reimbursement services. • Community Involved: When we join with our community to further the causes for which we share a common concern, we are better together. We are proud to promote programs that strengthen lives, and make our community a safer, stronger and healthier place to live and grow. GHC-SCW employees share their time and talent; and we recognize that the value of what we give is also what we gain – for our employees, our members and our community. • Not for Profit Cooperative: When we share a common purpose, a common voice and a common vision, we are better together. We use our surpluses to improve clinics, enhance health care benefits and give back to the community. Our members, not our profits, are our priority. We have a unique “cooperative” governance structure which works directly for our members. JOB SPECIFIC QUALIFICATIONS 1. High school graduate or equivalent required. 2. Minimum six (6) months work experience in a setting that requires customer service skills required. Work experience in a Medical Reception setting preferred. Relevant training may be substituted for work experience. Previous experience using the telephone in a service capacity preferred. Experience with medical terminology preferred. 3. Ability to earn service stars in Telephone Communication Skill checks and in primary reception area within a reasonable time period. (Approximately 3 months). Possession of applicable service stars is required in order to pass initial evaluation period. 4. Excellent organizational skills required. 5. Excellent verbal and written communication skills required. 6. Excellent customer service skills required. Ability to work with a diverse patient population. 7. Ability to work harmoniously and cooperatively with all personnel and the public required. 8. Ability to act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the general public required. 9. Ability to maintain patient confidentiality. Knowledge of or ability to learn HIPAA requirements. 10. Knowledge of and ability to use various computer programs including database, word processing, and email. 11. Ability to use and/or learn on-line systems such as electronic medical record and appointment scheduling. 12. Ability to handle and prioritize multiple tasks appropriately in rapid succession required. 13. Ability to be flexible in daily assignments. 14. Ability to take and relay messages accurately and in a timely manner, including the ability to spell correctly required. 15. Ability to use a keyboard for much of the shift required. 16. Ability to sit or stand for up to 3 hours at a time and frequently stand up and down from desk chair required. 17. Ability to frequently bend and reach from both a standing and sitting position required. 18. Ability to speak and listen in person and on the telephone. SERVICE QUALIFICATIONS • Ability to treat others with dignity, respect, and courtesy required. • Ability to follow operating procedures and practices to ensure the highest level of patient/ member safety and care. • Ability to maintain patient, employee, and proprietary confidentiality required. • Ability to consistently meet or exceed customer expectations in performing own work required. • Ability to use effective customer service techniques and effective interpersonal skills required. • Ability to act professionally and remain calm in stressful situations required. • Ability to communicate effectively in-person and in all forms of communication required. • Ability to work and problem solve independently as well as an integral part of a team required. • Ability to pay attention to detail required • Ability to be flexible and adapt to changing situations required. • Ability to adhere to punctuality/attendance standards required. • Ability to provide professional image as outlined in the professional casual dress policy required. • Ability to practice and promote business, professional and personal ethical conduct. STANDARDS OF SERVICE EXCELLENCE Team Player – I am willing to contribute and collaborate in an open and honest manner for the benefit of my work group, my department, and the organization. Positive Attitude – I use positive thinking at work. Thinking positively involves phrases such as “I can,” “I will,” “I am able,” “I am ready,” “I will try my best.” Respectful – I respect our members/customers privacy. I am open to the views and issues of others. I respect my work group as we work together daily. Dependable – I am a reliable and trustworthy source of information for my customers and co-workers. I strive to anticipate their needs, to be supportive, and to be available when needed. Knowledgeable – I will remain current within my field, share my knowledge with others, and continuously look at ways to innovate and improve. Helpful to Others – I build positive and professional relationships with customers and co-workers and make myself available to help others. Flexible – I am willing to adapt to the changing needs of the organization and my team in response to new information, changing conditions, or unexpected obstacles. Honest – I hold myself and others accountable to be truthful and straightforward even when it seems difficult. I practice and promote business, professional and personal ethical conduct. SUPERVISED BY: Reception Team Leader Clinic Manager SUPERVISION: This position does not supervise subordinate staff. FLSA STATUS: Non-Exempt ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Provision of reception support to assigned clinic (70%) a. Greet patients at the reception desk and direct them to proper areas. b. Request that members pay the relevant co-payments and fees at the time of service. c. Abide by GHC-SCW’s cash handling policies. d. Update member address and telephone number information on computer system on a consistent basis. e. Inform Nursing staff of patients arriving for scheduled appointments utilizing designated protocols. Obtain up to date paperwork needed for patient billing and medical history. f. Monitor patient waiting time and communicate with patients and clinical staff about extensive waiting periods. g. Inform or take messages as appropriate for Nursing/Practitioner staff for any tests requested by a member when Lab/Medical Imaging does not have a test requisition or available information. Follow protocols. h. Evaluate medical appointment needs of members by utilizing the scheduling protocol to schedule appropriate appointment (walk in, same day or future). i. Take message for same day appointments and route to appropriate clinic staff members. j. Schedule follow-up and routine appointments, in-house and out of house. k. Assist members with special needs, as necessary, with scheduling of appointments, etc. l. Answer team and practitioner staff telephones and relay messages appropriately and in a timely manner. m. Receive phone calls from members, co-workers, and/or personnel of other GHC-SCW departments. n. Log into virtual Call Center in the “Log out” mode to receive updates (Chat) from other clinic sites. 2. Provision of clerical support to the team. (20%) a. Maintain waiting area in a neat and tidy manner. b. Coach Members on availability and usage of Self Check in Kiosks. c. Monitor Concierge program to make sure that members are using Kiosks correctly. d. Ensure that co- pay collection meets Service Standard of 90% every shift worked. e. Organize and prioritize paper work at reception desk for daily work flow. f. Work on Confirmation Report for future department appointments that were not contacted via Telavox. g. Monitor provider schedules to confirm scheduled appointments are correct and appropriate. h. Review referral information for accurate completion, and forward as appropriate. i. Monitor Reschedule report daily to contact members about appointments that need to be rescheduled. j. Monitor My Chart appointment/cancellation report. k. Participate in the on-going evaluation of department and interdepartmental procedures for modification and improvement. l. Request medical records based on protocols. m. Cross train and function independently in at least one other area of the Reception Department. n. Participate in the training process of new employees for support of cross training. 3. Provision of department and team support. (5%) a. Communicate departmental concerns and/or problems to Team Leader on an ongoing basis. b. Attend Team and Department meetings as requested by the Supervisor and Team Leader. c. Follow Department procedures and protocols consistently. d. Support and respect Team Leaders and other team members by supporting designated work areas, as well as other areas as directed or needed. e. Read, initial and route team memos. Assist with training of new staff as directed by supervisor or PCS Manager. f. Assist in process improvement projects as directed by supervisor or PCS Manager. g. Continually look for ways to improve the efficiency and effectiveness of the work processes in assigned area. Communicate ideas to supervisor or PCS Manager 4. Performance of other duties as assigned. (5%) a. Operate switchboard as directed. b. Voluntary participation in the Weekend Receptionist On-Call program is encouraged but not required. c. Log into the Call Center virtually to take calls as directed. Note: Percentage of time allocations may vary for staff assigned to Switchboard. OTHER FUNCTIONS AND RESPONSIBILITIES Provision of department/team support to maintain a pleasant work environment. • Look for ways to support others in their work. • Develop and maintain cooperative work relationships. • Approach individuals directly regarding suggestions and concerns and provide constructive feedback. • Attend and participate in department/team meetings. Performance of other duties as assigned. • Stay current with company, department and job-specific information necessary to perform job. • Keep GHC-SCW’s work environment clean and organized. • Report suspicious, unethical or illegal conduct and cooperate with approved investigations and inspections. To comply with the Americans with Disabilities Act (ADA), which prohibits discrimination against qualified individuals on the basis of disability, it is necessary to specify the physical and environmental conditions of the essential duties of the job. The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. PHYSICAL DEMANDS: 1. Check the frequency and number of hours a day the worker is required to do the following specific types of activities: ACTIVITY FREQUENCY APPROX # OF HOURS A DAY CONTINUOUS INTERMITTENT 1 2 3 4 5 6 7 8 8+ a. Sitting x x b. Walking x x c. Standing x x d. Bending x x e. Squatting x x f. Climbing x x g. Kneeling x x h. Twisting x x i. Lifting x x LIFTING X 0-20 lbs. 20-30 lbs. 40-60 lbs. Over 60 lbs. 2a. HAND MANIPULATION REQUIRED? ___x__Yes (If yes, complete a,b,c,d,e) _____No Ability to use a keyboard and perform various manipulation activities. 2b. Repetitive hand movements? _____Yes _____No 2c. Simple Grasping? Right Hand__x___ Yes__x__ No_____ Left Hand__x__ Yes___x___ No_____ 2d. Power Grasping? Right Hand__x___ Yes__x___ No_____ Left Hand__x___ Yes__x____ No_____ 2e. Pushing Pulling? Right Hand__x___ Yes__x___ No_____ Left Hand__x__ Yes__x____ No_____ 2f. Fine manipulation: Right Hand__x___ Yes__x___ No_____ Left Hand__x___ Yes__x____ No_____ 3. (a) Does the job require worker to reach or work above the shoulder? ___x__Yes _____No __Minimal___Frequency (b) Reaching at or below shoulder level? __x___Yes _____No _____Frequency Ability to bend and reach from both a standing and sitting position frequently required 4. Does the job require use of his/her feet to operate foot controls or _____Yes __x___No for repetitive movement? 5. Are there special visual or auditory requirements? ___x__Yes _____No Describe: Working with computer terminal Ability to see at near, mid and far range required. Ability to speak and listen in person and on the phone required WORK ENVIRONMENT: a. Does the employee work near moving mechanical parts; in high, precarious places; and in outside weather conditions? ______Yes ___x___No b. Is the employee exposed to fumes or airborne particles? ___x___Yes ______No May include exposure to airborne biohazards. BIO-HAZARD EXPOSURE RISK: This position requires job related duties that may include exposure to biohazards such as blood, bodily fluids and tissues. ___x___Yes ______No Job descriptions represent a general outline of job duties, functions, and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and therefore their description may not reflect the precise nature of the position at a given point in time. To perform this job successfully, and incumbent must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. We are proud to be an EEO/AA employer .