Hot Springs Health

Job Description

RECEPTIONIST

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DEPARTMENT: Business Office

SUPERVISOR: Business Office Director

EMPLOYEE NAME:

STATUS: Non-Exempt

APPROVED BY: Chief Financial Officer DATE: July 23, 2025

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GENERAL:

In accordance with the Hot Springs Health Personnel Policy and Procedure Manual and the requirements of our accrediting bodies, the employee will: support the mission “Partnering with our community for quality health and healing”, the five core values “Ownership, Always Better Than Yesterday, Service First, Integrity, and Stewardship of Our Resources (OASIS)”. Our behavior creates our OASIS – a place where we can find safety, sustenance, and a pleasant change from the usual and vision of “being the provider and employer of choice in our region, providing the highest quality care and excelling as a teaching hospital in Wyoming.”

The established priorities of Quality, Service, Finance, People, and Growth, will be utilized in decision making. Furthermore, the employee will demonstrate the ability to manage time, maintain a safe and clean environment; practice confidentiality; treat all persons with respect and professional courtesy; accept change; accept and provide constructive feedback; work as a team player and adhere to the infection control, fire and safety, disaster and hazardous waste policies. The employee must also demonstrate the competencies for their position, and adhere to policies and procedures of their department. The employee will participate in quality improvement activities.

BEHAVIORAL REQUIREMENTS:

The following is a list of minimally required behaviors to assist the employee in partnering with our community:

Ownership

Accepts responsibility for actions, attitudes and health. Doing things right the first time, every time for excellent results. Accepts ownership of mistakes and takes constructive action to avoid repeating mistakes. Works with empowerment to the highest potential both as an individual and as part of the team. Unsatisfied with the status quo or just being “good.” Contributes to an environment that encourages creative thinking. Shares ideas and opinions, and supports opportunities to learn and grow.

Always Better Than Yesterday

Performs at the highest level, always learning and looking for ways to improve, with an unwavering focus on safety. Celebrates and encourages the contributions of one another.

Constructively challenges the status quo by being flexible, adaptable and embracing change as a key element of our future success.

Service First

Doing our best every day to anticipate and exceed the expectations of patients, providers and co-workers. Understands excellence is the result of team effort. Creates legendary experiences.

Integrity

Does the right things. Consistently open, honest, trustworthy and ethical. Demonstrates respect for patients, their families, staff, providers and the community.

Stewardship of Our Resources

Strives to care wisely for our human, financial and natural resources. Strengthens HSH as a partner in the community.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Greets patients, families and visitors in a friendly, courteous manner and provide direction to admitting and service location.
2. Receives and forwards incoming calls to the appropriate departments
3. Collect self-pay cash and credit card payments from walk in patients or guarantor and generate receipts.
4. Balance cash drawer and petty cash.
5. Prepare deposit daily for cash poster according to policy.
6. Performs process according to policy to prepare deposit for Cash poster
7. Receipt, distribution of mail
8. Correct addresses on patient accounts when mail is returned.
9. Maintain postage machine and order additional postage
10. Scan correspondence into related patient accounts
11. Comes to work as scheduled and on time. Is there when you need them. Gets their work done and readily helps others when needed. The team can always count on them
12. Regularly attends departmental meetings. Reviews quality data. Follows chain of command. Shares necessary information with others. Uses AIDET with patients and all other customers
13. Supports workplace design for employee safety. Meets safety expectations. Keep the workplace neat and clean; free of clutter. Follows safety policies
14. Follows measures to minimize overtime, call backs, material waste and other inefficiencies

The above duties are intended to describe the key aspects of the work performed by individual(s) assigned to this position. They are not to be construed as an exhaustive listing of requirements relative to the position. Therefore, the employee may be required to perform other duties as assigned.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

The Receptionist shall be:

1. High School Graduate or equivalent

2 Ability to analyze and resolve problems related to incoming calls.

3. Ability to prioritize and complete required tasks within established time schedules.

4. Must be able to interact and communicate with all levels of staff, physicians, patients, and families in an effective manner, exhibiting tact, enthusiasm, and patience.

5. Must be sensitive to cultural and bilingual issues.

6. Ability to work individually and in a team setting, and to respect the confidentiality of patient information being received and reviewed.

4. Demonstrate good organizational abilities

5. Microsoft Excel and Microsoft Word.

LANGUAGE SKILLS:

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

• BLS

OTHER SKILLS AND ABILITIES:

Ability to act as a patient advocate. Ability to interact with patients, families, visitors and co-workers. Ability to interact assertively and tactfully when dealing with conflict and in group solving activities. Ability to demonstrate a professional, open minded approach in identifying problems and resolving problems/conflicts.

Age Specific:

This position does not require hands-on delivery of care, however, incumbent must demonstrate understanding of how a patient’s chronological and developmental age influences his/her need for adaptations related to his/her abilities.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While filling this position, the employee must regularly lift and or move 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance, vision, color vision, peripheral vision, and depth perception. This position also requires walking or standing to a significant degree. This position also requires reaching, handling, fingering, feeling, talking, and hearing, stooping, bending, crouching, and working with equipment.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is subject to inside and possibly outside weather conditions. The employee is also subject to exposure to blood and body fluids.