CLINIC RECEPTIONIST in Lovelock, Nevada at Pershing General Hospital

FLSA Status Non-Exempt

Effective Date 2/8/2018

Safety Sensitive No

Revision Date 6/21/2024

Definition: The Clinic Receptionist is responsible for managing the front desk operations of the rural health clinic. This role involves greeting patients, handling administrative tasks, coordinating patient care, and ensuring effective communication between patients and medical staff.

Distinguishing Characteristics: This is an entry-level position in the Clinic department and will report to the Clinic Manager. The incumbent will have no direct reports.

Essential Functions: (Performance of these functions is the reason the job exists. Assigned jobs/duties are not limited to the essential functions).

1. Efficiently and warmly handles patient check-ins and check-outs.
2. Collects, verifies, and accurately enters patient information, including personal details, medical history, and insurance information.
3. Answers incoming calls, schedules appointments, responds to inquiries, and directs calls to appropriate staff.
4. Processes payments and issues receipts for service and may manage billing inquiries.
5. Provides patients with necessary information about clinic services, procedures, and policies.
6. Recognizes and appropriately responds to medical emergencies, ensuring quick communication with medical personnel and other hospital staff.
7. Maintains patient confidentiality and adheres to HIPAA regulations.
8. Participates in department and facility-wide quality assurance and process improvement initiatives.

Qualifications for Employment:

Qualifications for employment include the knowledge, skills, and abilities required to perform a job, which are generally demonstrated through qualifying experience, education, or training.

Knowledge of:

• Medical terminology and basic healthcare procedures.
• HIPAA regulations and confidentiality practices.
• Office management systems and procedures.

Skill to:

• Communicate effectively verbally and in written form with patients and other hospital and clinic staff.
• Organize time and multitask in a fast-paced environment.

Ability to:

• Greet and interact with patients and visitors in a friendly and professional manner.
• Handle sensitive information with discretion.
• Work collaboratively with a diverse team and maintain effective working relationships.
• Manage time efficiently and prioritize tasks in a busy environment.

In compliance with applicable disability laws, reasonable accommodations may be provided for qualified individuals with a disability who require and request such accommodations. Incumbents and individuals are encouraged to discuss potential accommodations with the employer.

Working Conditions: Work is performed under the following conditions:

The incumbent works primarily indoors in a busy clinical setting, seated at a desk using office equipment. Responsibilities include frequent patient interaction, multitasking, and occasional lifting of up to 20 pounds. The role demands excellent communication, adherence to confidentiality protocols, and emotional resilience. Flexibility in working hours may be required for community engagement activities. Effective organization and focus are essential for this dynamic role.

Required Certifications and Licenses:

None.

Experience and Training:

Any combination of training, education, and experience that would provide the required knowledge, skills, and abilities. A typical way to gain the required knowledge, skills, and abilities is:

• High school diploma or equivalent (required).
• Fluency in Spanish (preferred).

Physical and Mental Requirements:

The physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Physically, the role requires the ability to sit for extended periods while working at a computer or desk, and occasionally stand and walk to interact with patients and staff. Manual dexterity is essential for frequent use of hands and fingers to operate office equipment, handle documents, and type efficiently. Adequate vision is necessary to read and input data accurately on a computer screen, and good hearing ability is required to answer phones, understand verbal instructions, and communicate effectively. The receptionist must also occasionally lift and carry office supplies and materials, typically weighing up to 20 pounds, and have the mobility to move within the clinic, performing tasks that may require reaching, bending, and stooping.

Mentally, the role demands strong verbal and written communication skills to interact clearly and professionally with patients, staff, and visitors. Excellent attention to detail is crucial for accurately handling patient information and performing administrative tasks, alongside strong organizational skills to manage multiple tasks and prioritize effectively in a busy environment. The ability to quickly assess situations, identify problems, and develop solutions is essential, as is the capacity to handle patient concerns and complaints effectively and diplomatically. Emotional resilience is needed to remain calm and composed under pressure, especially during busy periods or in emergencies, and patience and empathy are vital when dealing with anxious or distressed patients.