POSITION:  Receptionist – Tasks are assigned by functional area, and may be combined depending on overall patient volume

RESPONSIBLE TO: Front Desk Supervisor or Administrator

JOB SUMMARY:  With a customer service orientation, accurately perform assigned portions of telephone answering, appointment scheduling, collection of copays, check in, and check out. 


  • High school diploma required


  • Up to one-year experience in a medical office or other customer service position
  • Comfortable using email and interacting with Internet applications
  • Knowledge of practice management and word processing software
  • Ability to perform multiple and diverse tasks simultaneously
  • Proven experience handling customers and dealing with conflict
  • Working knowledge of managed care
  • Understanding of basic anatomy
  • Pleasant speaking voice and demeanor
  • Neat, professional appearance
  • Strong written and verbal communication skills
  • Accurate and fast data entry skills

Responsibilities include, but are not limited to, the following:

Telephone Answering and Appointment Scheduling

  • Professional phone etiquette required.
  • Receives referrals from physician and other sources.  Contacts patients to schedule appointments.  Explains to patient which pieces of information they are to bring, provides a range of potential charges for the visit and the patient’s financial obligation, provides patients several scheduling options, following scheduling guidelines
  • Pre-registers new patients over the telephone before they arrive for their appointment
  • Send “Welcome email packets” out to new patients
  • Verifies patient’s insurance eligibility using batch eligibility and online tools
  • Makes follow-up phone calls to those “No Show” patients.
  • "Opens" the office each day, according to protocol
  • Prints face sheet for all new patients scheduled
  • Greets patients as they arrive for scheduled appointments
  • Provides new patients appropriate paperwork for required signatures
  • Confirms demographic and insurance information for new and established patients, according to protocol; scans each patient's insurance card and photo ID, front and back
  • Confirms that electronic insurance eligibility was completed, or repeats prior to visit
  • Explains financial and collection policies to new patients—provides written guidelines to each patient
  • Ensures all patient paperwork is complete before patient is seen—flags the chart for the clinical staff
  • Informs patients in the reception area when the physicians are running behind—offers to reschedule them
  • Collects copayments from patients at the time of their visit
  • Screens visitors and responds to routine requests for information
  • Keeps the patient reception area neat and clean at all times throughout the day
  • Requests payment in addition to the day’s services from patients with outstanding account balances—post payments into the computer and provides patients with a computerized receipt
  • Schedules follow-up appointments for patients before they leave the office—provides an appointment card/appointment slip
  • Facilitates requests for referrals; schedules tests and specialist appointments as needed.
  • Balances daily over-the-counter transactions
  • “Closes” the office each day, according to protocol
  • Ensures all faxes are cleared off the machine and distributed throughout the day
  • Sorts incoming reports and directs to appropriate person
  • Facilitates any physician or manager requests throughout the day
  • Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice
  • Maintains detailed knowledge of practice management and other computer software as it relates to job functions
  • Attends annual HIPAA and OSHA training programs
  • Attends all regular staff meetings
  • All other tasks and projects assigned by the Manager

Typical Physical Demands

Work may require sitting for long periods of time, and also stooping, bending and stretching for files and supplies.  Employee will occasionally be asked to lift files or paper weighing up to 30 pounds.  Position requires manual dexterity sufficient to operate a keyboard, operate a computer, telephone, calculator, copier, and such other office equipment, as necessary.