Since 1969, OCR has been local and physician-owned with strong ties to the community. With talented, hardworking, and friendly staff, we work toward the common goal of serving residents of CO, WY, and NE with specialty-focused care. We are experiencing tremendous growth and are adding talented people in all of our locations!
The Registration/Receptionist performs routine clerical duties associated with registering patients, gathering all necessary insurance and demographic information and obtains appropriate referrals or authorization for patient visits. This position works closely with the Business Office and Front Desk Team Lead to ensure that customer service is first priority at check-in and that all daily tasks are completed in a timely and accurate manner. They must maintain current and up-to-date reference materials on insurance plans as provided.
To perform this job successfully, an individual must have the education and experience identified below and be able to perform each essential duty and responsibility satisfactorily, either with or without a reasonable accommodation. The below is intended to describe the general content of and requirements for the performance of this job and is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
Essential Duties and Responsibilities
- Greets and checks in visitors and/or vendors to the clinic according to established protocol and directs them to appropriate clinic locations. Ensures clinic is open on time according to the established checklist and adequately staffed for daily volume.
- Strives for excellent customer service by ensuring that patients and/or visitors to OCR are treated in a professional, courteous manner at all times. Monitors the lobby to ensure that patients are being accommodated. Keeps patients apprised of estimated waiting times. Offers assistance if patients or visitors encounter difficulties.
- Maintains up-to-date reference materials on insurance plans as provided by the manager.
- Researches insurance information provided by patient in order to clearly identify participation with OCR and referral requirements.
- Demonstrates a thorough knowledge of all pertinent computer fields (e.g., insurance, patient and appointment screens).
- Recognizes potential credit problems with a patient and contacts appropriate business office personnel to address the patient's situation.
- Strives to coordinate tasks to fill in “down time” at the registration desk.
- Ensures that charts for new patients are created according to the guidelines established.
- Schedules appointments, as needed, in accordance with physician requirements.
- Communicates all concerns, risk management issues, breakdown in protocol and constructive criticisms to supervisor. Follows chain-of-command established by supervisor when addressing protocol issues outside of business office department.
- Maintains a clean and orderly work area including personal area and lobby. Ensures that lobby area is tidy and fresh coffee is available.
- Required to follow OCR and departmental policies and procedures.
- Other duties as assigned.
Education and Experience
- High School Diploma or equivalent is required.
- Minimum 1 year experience in customer-facing service position. Medical office reception experience a plus.
- Working knowledge of Microsoft Office Suite or related software, scheduling and medical records
- software, and similar computer applications. Ability to quickly learn multi-line phone system.
Certificates, Licenses, Registrations
- Customer Service - Ability to maintain composure in fast-paced, difficult, or emotional customer situations; Responds promptly to customer needs; solicits customer feedback to improve service; Responds to requests for service and assistance; meets commitments.
- Interpersonal Skills – Pleasant and approachable attitude; Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting.
- Oral and Written Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information. Ability to communicate clearly in person and on the phone and establish/maintain cooperative relationships with patients, families, physicians, staff and other customers.
- Teamwork - Balances team and individual responsibilities; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Personal Appearance - Dresses appropriately for position; keeps self well groomed.
- Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered
- when absent; arrives at meetings and appointments on time.
- Confidentiality - Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy. Adheres to HIPAA guidelines.
Independence of Action
Work is closely monitored by supervisor/manager; detailed instructions and procedures are generally provided.
This job has no supervisory responsibilities.
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.
(The phrases “occasionally”, “regularly”, and “frequently” correspond to the following definitions: “occasionally” means up to one-third of working time, “regularly” means between half and two-thirds of working time, and “frequently” means two-thirds and more of working time.)
- The work environment is the typical office environment. The employee must be able to complete their work satisfactorily in an environment where there are significant distractions, including staff, patients, and vendors walking through and conversing, telephones ringing, conversations carrying over, loud noises, and interruptions to answer questions from others.
- While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel objects, tools, or controls up to 8 hours a day. The employee frequently is required to talk or hear and must be able to speak articulately. The employee is occasionally required to stand; walk; reach with hands and arms, and stoop, kneel, crouch, or crawl.
- The employee may occasionally lift and/or move up to 25 pounds and should do so in a sound and safe manner. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Pay: $16.00 - $23.00/hour, commensurate with experience
- Medical, Dental, Vision coverage
- Life and AD&D Insurance
- Short Term and Long Term Disability Insurance
- Retirement savings and profit sharing plan participation
- Employee Assistance Program
- Continuing Medical Education (depending on position)
- Paid Time Off
*Benefit eligibility is dependent on employment status, and a waiting period may apply.
Orthopaedic & Spine Center of the Rockies (OCR) is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. OCR is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual experience and qualifications, without regard to a person's race, color, age, sex, gender identity, gender expression, marital status, sexual orientation, religion, creed, national origin, the presence of any physical or mental disability, or status as a disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran, or any other protected status.