SUMMARY OF FUNCTIONS
Receptionist, under the supervision of the Chief of Staff, is responsible for performing
secretarial functions in an assigned office, including greeting patients, answering phones and scheduling appointments.
- Patients want to feel special. Giving your patients a little more personal attention can go a long way in making them feel special. Also, physicians should also remember to always "be present" with the patient. Patients want to feel as though they are the most important person in the world while you are with them.
- Patients want to know you genuinely care about them. Make sure you give them a warm welcome when they enter the office. No matter how busy your medical office staff is, someone should greet them as soon as they enter your office. Even if you can't verbally greet the patient, getting eye contact with them lets them know you are aware of their presence and will get to them as soon as possible.
- Patients want you to tackle any issues that arise immediately. If a problem arises with your patient, rectify the situation as soon as possible. A patient will remember that you went out of your way to make them happy but if you don't handle it right away they will remember that too. Customer service is not about getting it perfect, it’s about catering to the desires of the patient.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Determine if patient is established or a new patient
If patient is new, enter all required information in the computer
Determine physician patient sees, reason for appointment and patient/physician
Welcomes and greets all patients including visitors in person or over the phone
Answers the phone while maintaining a polite, consistent phone manner using
proper telephone etiquette
Responsible for keeping the reception area clean and organized
Registers new patients
Updates existing patient demographics by collecting detailed patient information
including personal and financial information
Facilitates patient flow by notifying the provider of patients' arrival, being aware
of delays, and communicating with patients and clinical staff
Responds to patients', prospective patients, and visitor inquiries in a courteous
Keeps medical office supplies adequately stocked by anticipating inventory needs,
placing orders with person in charge to make sure necessary resources are
Protects patient confidentiality by making sure protected health information
secured and logging off the computer before leaving it unattended.
Directs patients to appropriate parties, gives direction and provides clerical
support to the admitting staff.
Arranges for transportation services
Welcomes on-site visitors, determines nature of business, and announces visitors to
Answers questions about organization and provides callers with address, directions, and
Experience: Entry level, previous office administration or receptionist experience or a
minimum of one year work experience in a medical office setting. Must be available to
work evenings and weekends, if needed
Skills: Telephone etiquette, customer service, basic word and excel programs, time
management, multi-tasking, organization, scheduling
Sit for extended periods of time.
Have the hand-eye coordination and manual skill needed to operate a keyboard,
photocopier, telephone, calculator and other office equipment
Have a normal range of hearing and eyesight to record, prepare and communicate
appropriate reports; specific vision requirements: the ability to focus
Repeat the same motions, such as using a computer or answering the telephone.
Use their hands to handle, control, or feel objects, tools, or controls.
Clinic, the noise level in the work environment should always be quiet.