Outpatient Receptionist Team Lead

Description

POSITION TITLE: Outpatient Receptionist Team Lead

FLSA CLASSIFICATION: Non-Exempt

REPORTS TO: Director of Behavioral Health Urgent Care

POSITIONS SUPERVISED: Outpatient Receptionist's

POSITION OVERVIEW: The Outpatient Receptionist Team Lead will register clients in a pleasant, professional, and timely manner, being sensitive to guest services. Handles routine client inquiries related to the client access to services. Ensures all necessary demographic and financial data is obtained, and accurately documented into the system. Answers phone calls in a courteous, efficient manner. Conducts client interviews, explains MHA policies, financial responsibilities, and client rights. Assist clients in navigating process to access services in a timely and efficient manner. Acts as back up to office manager duties in their absence.  

ESSENTIAL POSITION RESPONSIBILITIES:

1. Answers telephone in a prompt, courteous manner. Forwards calls to the necessary extension and/or takes accurate messages as needed. 
2. Checks clients in for their scheduled appointments. Manages appointment status appropriately in accordance with client access procedures.
3. Requests and collects payment for services in accordance with MHA financial policies and procedures. Offers payment plan forms and/or ATC application to those who are unable to pay.
4. Validates existing client data by updating appropriately in the electronic health record with a high degree of accuracy. 
5. Ensures a high level of quality service is provided to all clients by responding to requests in a friendly, cooperative manner, as determined by feedback from clients, family members and other employees. Always maintain a professional atmosphere. 
6. Operates as a team with co-workers by demonstrating respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve interpersonal conflicts. Demonstrates the ability to participate in and/or implement team decisions. 
7. Makes sure management is informed of any unusual and significant issues that may affect client satisfaction, timeliness of services, reimbursement or general client access services.
8. Works with Office Manager to ensure appropriate cleaning/maintenance of the department facilities and equipment. Ensures proper utilization of supplies and resources. 
9. Scans requested documents and attaches documents to client charts, maintaining confidentiality of records relating to client's treatment. Ensures a high degree of accuracy in moving and scanning documents.
10. Performs opening and/or closing procedures to maintain security and confidentiality.  
11.  Assist clients as needed to complete intake forms, releases of information, financial forms, etc. Complete client forms and releases of information with focus on accuracy and efficiency in the medical record. 
12. Enters required data for new clients requesting services with a high degree of accuracy and ensures that patient-confidentiality is strictly maintained. Coordinates intake appointments by ensuring appropriate scheduling with providers including insurance panels, presenting need and within access limits. 
13. Ensures that patient records are accurate and complete with respect to verification and authorization of insurance. Provides clients with an estimate of their out-of-pocket cost when applicable. Communicates with clients if coverage is disrupted.
14. Performs other office managers' duties in their absence. Duties may include audits, surveys, medical records requests, and reports to management team as necessary.
15. Assisting Office Manager in management of clinic flow. Staffing and client needs.
16. Assists in training of team members.
17. All other job duties as assigned. 

OTHER POSITION REQUIREMENTS:

1. Maintains an acceptable overall attendance record, to include department staff meetings, agency meetings, and training as required. Ensures appropriate notification to supervisor for absences and ensures that work is covered. Flexible work schedule when needed.
2. Exhibits appropriate level of technical knowledge for the position.  
3. Produces quantity of work necessary to meet job requirements.  
4. Works well with a team, keeps others informed of information needed. Treats others with respect, maintaining a spirit of cooperation.
5. Maintains effective and professional verbal and written interactions with peers, customers, supervisors, and other staff. Uses diplomacy and tact in dealing with difficult situations or people. Demonstrates effective listening skills. Is receptive to constructive feedback.
6. Demonstrates the ability and willingness to handle new assignments, changes in procedu