Job Description

ROLE AND RESPONSIBILITIES

Pulse-MD Urgent Care at Hudson Heritage Plaza in Poughkeepsie is looking for a phone operator that performs a variety of tasks including excellent customer service via phone and in person, referring callers to the appropriate departments and assisting patients with forms.  The position is considered a crucial link between the patient and the care delivered by clinical and service staff by the center.  Patient services are the key priority in this position requiring the Virtual front desk receptionist to serve as a point of contact with other internal departments, all with fostering an environment which promotes patient comfort and trust.  The positions must exemplify the core values of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interaction. This position is an in-office position every Friday, Saturday and Sunday.  Office is located at 26 Winslow Gate Rd, Poughkeepsie,

PRINCIPAL DUTIES AND RESPONSIBILITIES OF THE FRONT DESK RECEPTIONIST INCLUDES, BUT IS NOT LIMITED TO:

-Provides information to callers according to the facility’s policies and procedures and transfers calls as needed to the appropriate person.

-Must exercise utmost diplomacy and tact to provide excellent customer service for patients, practices confidentiality and privacy protocols in accordance with policies and HIPAA requirements.

-Informs patient of any existing balance noted in computer and request payment before being seen.

-Enters all new patient information into the computer system correctly and verifies all existing patient information upon check in.

-Verifies all insurances and collects copay/deductible/coinsurance payment as appropriate.

ADDITIONAL DUTIES AND RESPONSIBILITIES MAY INCLUDE, BUT IS NOT LIMITED TO:

-Exercises problem-solving and conflict resolution skills when handling a patient complaint; refers patient complaints to the front desk manager as needed.

-Attends scheduled department staff meetings.

-Performs other duties as may be required.

-Be a supportive team player for all urgent care center co-workers.

PROFESSIONAL RESPONSIBILITY STANDARDS

- Adhere to professional expectations as outlined in the employee handbook.

-Demonstrate flexibility in relation to work schedule.

-Participate in department and company-sponsored meetings and events.

WORKING SCHEDULE

-Friday, Saturday and Sunday 8:00 a.m. to 5:00 p.m.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

-Minimum high school degree or equivalent.

-Understands the importance of maintaining confidentiality under HIPAA standards.

-Must provide excellent customer service and interpersonal skills.

-Intermediate to advanced phone skills.

-Must be highly flexible and adapt to the changing needs of the facility.

-Well developed communication skills.

-Ability to work well under pressure with minimal supervision.  Flexibility to handle a variety of tasks.

-Ability to apply written instructions and standardized work practices.

-Ability to establish and maintain effective relationships with staff, patients, and families.

-Willingness to take responsibility for actions; act positively upon feedback from others.

-Able to withstand physical & mental demands: standing, walking, stooping, bending.  Occasional stress in working with tense patients.

-Basic computer knowledge.

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