About the role
Receptionist
Position Summary
The Receptionist serves as the first point of contact for patients and plays a vital role in delivering a professional, welcoming, and efficient patient experience. This role is responsible for front desk operations, patient check-in and check-out, scheduling, phone and portal communication, and insurance verification. The Receptionist works closely with clinical staff, providers, and central support teams to ensure smooth clinic flow and accurate administrative processes.
Key Responsibilities
Patient Check-In & Check-Out
- Check patients in upon arrival by verifying and scanning required identification and insurance cards.
- Ensure completion of all required new patient and follow-up forms.
- Collect time-of-service payments, including copays and self-pay balances, in accordance with clinic policy.
- Check patients out following provider instructions documented in EMR tickler notifications, including:
- Printing and providing patient education materials.
- Printing laboratory, imaging, and referral orders.
- Scheduling follow-up appointments.
- Completing infusion drug start forms via DocuSign on clinic iPads.
Scheduling & Referral Management
- Schedule new patient appointments for both faxed referrals received through the EMR and self-referred patients.
- Contact patients to collect required demographic, insurance, and referral information and enter data accurately into the medical record.
- Select appropriate appointment types, dates, and times based on clinic guidelines.
- Verify that patient insurance is accepted and communicate coverage information clearly to patients.
- Request PCP referrals and HMO authorizations when required.
- Enter and track new patient referrals in the clinic’s referral tracking spreadsheet.
- Request additional HMO authorizations for established patients as needed.
Phone, Voicemail & Portal Management
- Answer incoming patient phone calls related to administrative and scheduling questions in a courteous and professional manner.
- Manage patient voicemails and route messages appropriately.
- Monitor and manage the front desk inbox and personal inbox within the EMR.
- Respond to patient portal messages and complete assigned administrative tasks from the office team and central support teams in a timely manner.
Insurance Verification
- Verify patient insurance eligibility and benefits prior to scheduled appointments.
- Contact patients and/or insurance companies as needed to resolve coverage questions.
- Utilize payer portals such as Availity and individual insurance websites to confirm eligibility and authorization requirements.
Other Duties
- Perform additional duties as assigned to support front desk operations, clinic efficiency, and patient satisfaction.