RECEPTIONIST OUTPATIENT

Receptionist - Outpatient

WBI Outpatient & Telehealth Clinic provides intensive and targeted clinical therapeutic and psychiatric services to improve the continuum of care to our patients and to provide access to mental/behavioral healthcare services to the underserved. The Receptionist supports the day-to-day coordination and function across outpatient programs and services. The Receptionist serves as the first point of contact for patients and their families and is responsible for greeting patients (via phone and in person), scheduling appointments, facilitating the completion of medication refill and preauthorization requests, coordination and support between providers and patients, and completing regular billing. Additionally, the Receptionist works alongside the administrative coordinator to manage patient medical records including meeting standards, tracking services, sending/receiving confidential client documentation, and completing patient filing. Other duties as assigned. 

WORKING CONDITIONS:  

Duties require sitting, standing, walking regularly. Requires reaching overhead occasionally and lifting occasionally up to 25 lbs.  Position requires that the individual be in good physical and mental health sufficient to support behavioral health patients of all ages. Receptionist must be able to maintain the ability to provide and support services in person, via phone, and through telehealth including the need to speak and hear via teleconference. Hours may be irregular including evenings, duties variable.  May be occasional occupational exposure to blood borne pathogens or other potentially infectious materials. 

KNOWLEDGE, SKILLS AND EXPERIENCES REQUIRED:  

High School Diploma (or GED equivalent) is required; Two (2) years of experience as a receptionist and two (2) years of experience working in medical records, preferred. Proficiency in Microsoft Office Suite; hands on experience with office equipment (fax machines, copier, phones, etc.); strong written and verbal communication; excellent organizational skills; experience working in electronic medical records processes; expertise working with medical records, and extensive knowledge of HIPPA and confidentiality standards. Experience and willingness to provide services through telehealth is required.

PERSONAL TRAITS, QUALITIES & APPTITUDES: 

Demonstrates personal traits/behavior consistent with the values of Wyoming Behavioral Institute.  Must be self-directed/self-motivated; must have good communication and interpersonal skills; must be flexible; must have good critical thinking/decision making skills and must have good understanding of systems and change processes.  Must be able to:  (1) perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure; (2) accept responsibility for direction, control and planning of activity; (3) make evaluations and decisions based on measurable or verifiable criteria; (4) work independently; (5) recognize the rights and responsibilities of patient confidentiality; (6) convey empathy and compassion to those experiencing pain, physical or emotional distress, and/or grief; (7) relate to others in a manner which creates a sense of teamwork and cooperation; (8) communicate effectively with people from every socioeconomic, cultural, and educational background; (9) exhibit flexibility and cope effectively in an ever changing, fast-paced health care environment; (10) perform effectively when confronted with emergency, critical, unusual and/or dangerous situations; (11) demonstrate the quality work ethic of doing the right thing the right way; and (12) maintain a customer focus and strive to satisfy the customer's perceived needs.

DUTIES AND RESPONSIBILITIES: 

Essential Functions:

• Program administrative support
• Greet and welcome patients when they arrive in the office or via phone.
• Serve as point of contact for patients, referral sources, providers, and families.
• Complete initial patient data for patient admission.
• Schedule patients for appointments.
• Complete tracking of patients, including monthly discharge report.
• Maintain organization and function of daily office operations.
• Maintain organization of patient tracking and management of information.  
• Ensure that documentation meets policies, procedures, standards, and laws.
• Patient support
• Support patients to complete all necessary paperwork for admission to outpatient programs.
• Schedule patient appointments.
• Coordinate with administrative coordinator for timely admission and discharge to outpatient programs.
• Compile tracking of outpatient services, referrals/calls, and discharges.
• Facilitate the completion of medication refill requests and prior authorization.
• Billing
• Prepare and submit weekly and monthly report to business office.
• Collect patient payments at time of service.
• Documentation
• Complete patient medical record filing and organization.
• Ensure accurate and timely data entry for reporting, compliance, and regulatory standards.
• Communicate on a regular and timely basis with relevant members of the treatment team and family members as appropriate.
• Send and receive medical records according to program guidelines and HIPPA standards.

Other Functions:

• Program and Team Development
• Participate in monthly team meetings, annual trainings, and team/professional development.   
• Assist in the development of strategies, goals, and objectives related to outpatient programs.
• Identify and communicate data driven trends in outpatient programs.
• Ensure the collection and entry of data as it pertains to patient eligibility.
• Patient Focused Care
• Contribute to the effective functioning of the assigned programs and facility-wide activities and services.
• Report unsafe conditions to appropriate personnel.
• Assure patient's rights are upheld.
• Manage conflict with professional problem solving and collaborative approach.
• Provide accurate safety support in crisis situations and participates in debriefing after crisis situations.
• Collaborate effectively with physicians, therapists, and other clinical disciplines to support the organizational flow of outpatient services.
• Communicate with the treatment team and other providers to assure the continuity of care and expedite flow of services and transitions between levels of care.
• Communicate effectively with patients, families, health care team members, referrals, state entities, and community providers regarding program efforts and progress.
• Comply with required standards for medical/legal reporting situations (i.e., child abuse, dependent adult abuse, psychiatric commitment).

KNOWLEDGE, SKILLS AND EXPERIENCES REQUIRED:  

High School Diploma (or GED equivalent) is required; Two (2) years of experience as a receptionist and two (2) years of experience working in medical records, preferred. Proficiency in Microsoft Office Suite; hands on experience with office equipment (fax machines, copier, phones, etc.); strong written and verbal communication; excellent organizational skills; experience working in electronic medical records processes; expertise working with medical records, and extensive knowledge of HIPPA and confidentiality standards. Experience and willingness to provide services through telehealth is required.