Medical Receptionist Primary Care

Job Description

Park Nicollet Health Services

Job Title: 

Receptionist, Med II

Job Code: 

5NF

Leader Title Level:

Supervisor 

Location: 

Various

Department:

Various
 

Final Approval (Dir. or VP Level): 

Director

Date Approved:

10/01/2002

Date Revised:

02/06/2024

POSITION SUMMARY STATEMENT: 

Call Center:

If an employee’s main tasks are dedicated to incoming calls in a Call Center environment; the primary purpose of this position is to handle incoming calls while maintaining a minimum of 93% availability of staffed sign rapidly and accurately on time during scheduled hours. Employees will meet the department specific agent expectations regarding measurement and follow the defined guidelines and processes of the department.

Front Desk:

The primary responsibilities for employees providing support within a department are to greet patients, collect co-pays, schedule follow-up appointments and referrals and support departmental clerical duties.

Both areas will provide support to the department/site ensuring quality service through timely and courteous assistance and provide service support to patients who request our care.

MINIMUM QUALIFICATIONS: 

• Education, Experience or Equivalent Combination:

  • 6 months related experience 

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • Accurate computer/keyboarding skills required. 

  • Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients. 

  • Must be proficient in the operation of the following types of equipment: telephone and headsets, PC, printer, photo copier and fax machine.

PREFERRED QUALIFICATIONS: 

• Education, Experience or Equivalent Combination:

  • Some medical background preferred.

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • Strong verbal and written communication skills

  • Human relations sensitivity and customer service skills

  • Listening and telephone etiquette skills

  • Medical terminology knowledge desirable

  • Comfort in asking patients for copays and race collection.

  • Ability to promote and maintain good patient relations and patient confidentiality.

  • Ability to work in a fast-paced and structured environment.

  • Ability to sit for long periods of time.

  • Ability to key for long periods of time.

ESSENTIAL DUTIES: 

1. Answer incoming calls in queue and support department internal lines.

2. Transfer calls accurately.

3. Use provided scripts to support patient interactions.

4. Review and understand individual and team measures that support service goals.

5. Direct emergency calls in an appropriate manner according to department guidelines.

6. Greet and direct patients to appropriate patient care areas.

7. Perform patient check-in functions.

8. Complete necessary paperwork to support the patient visit.

9. Complete the closing process for collection of payments and co-pays.

10. Conduct patient reminder calls or prepare written notification for scheduled appointments.

11. Establishes and maintains department files and providers’ schedules.

12. Keeps patients informed of office delays.

13. Follow department’s emergency walk-in process.

14. Schedule appointments according to provider rules and guidelines.

15. Confer with patient to obtain and confirm pertinent billing and demographic information.

16. Complete the registration process in an accurate manner.

17. Direct patients with insurance questions/concerns.

18. Provide information to patients regarding locations and services.

19. Supports referral process.

20. Documents service requests.

21. Assure excellent proficiency in customer service skills.

22. Promote and maintain good patient relations and confidentiality.

23. May act as a mentor for new hires.

24. Supports and collects information for process improvement initiatives.

25. Supports and participates in the team environment that allows clear communication, positive support, and innovation.

26. Maintains neat and professional work area respectful of team members.

27. Performs other duties as assigned.

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:  

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

• Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment. 

• Maintains regular and timely attendance. 

• Protects confidentiality.

• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.  

• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)

POPULATION SPECIFIC COMPETENCIES:

Yes

No

Does this employee have direct patient contact?

x

Departments will need to determine the appropriate competencies in their areas for their specific patient populations documented in the essential duties section.

Examples of items that can be included are:

• Identifies expected outcomes for a plan individualized to the patient or situation specific to the needs of the population served.

• Communicates effectively with patients, families, and team members.

• Integrates practices that supports patient safety, acknowledges variations in populations served.

• Anticipates the needs of the population served as well as the unique characteristics of the communities served.

• Anticipates the needs of the population in providing culturally responsive care and develops an individualized plan for patients and families.

LEADERSHIP RESPONSIBILITY:

Please describe the degree to which the position directs the work of others or coordinates workflow of a clinic, department, or functional area. If applicable, indicate the number of people and the titles for which this position directly and/or indirectly directs the work of others or coordinates workflow. 

NA

Critical Job Demands 

Section 1: Place an “X’ next to ONE of the terms that best describes the frequency for each of the Critical Demands.

Critical Demands

N/A

0%

Rare

1-5% (Up to a 1/2 hour)

Occa

6-33% (1/2 hour to 3 hours)

Freq

34-66% (3 to 5½ hours)

Cont

67-100% (5½ to 8 hours)

Standing - Remaining on one's feet in an upright position at a work station without moving about.

x

Walking - Moving about on foot.

x

Sitting - Remaining in a seated position.

x

Squatting - Assuming or maintaining a crouching position with the knees bent.

x

Reaching - Stretching out or extending to touch or grasp.

x

Lifting - Raising or lowering an object from one level to another (includes upward pulling).

x

Carrying - Transporting an object, usually holding it in the hands or arms, or on the shoulder.

x

Pushing/Pulling – Exerting force upon an object so that the object moves away/towards from the force.

x

Handling/Fingering – (includes typing, computer work, gripping, grasping, and pinching)

x

Section 2: Place an “X” next to ONE of the terms that best describes the Strength Rating for this job classification which is expressed by one of five terms: Sedentary, Light, Medium, Heavy, and Very Heavy. 

x

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. 

Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible. 

Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects. Physical Demand requirements are in excess of those for Light Work. 

Heavy Work - Exerting 50 to 100 pounds of force occasionally, and/or 25 to 50 pounds of force frequently, and/or 10 to 20 pounds of force constantly to move objects. Physical Demand requirements are in excess of those for Medium Work. 

Very Heavy Work - Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. Physical Demand requirements are in excess of those for Heavy Work.

Note: During any patient handling task, if any caregiver is required to lift more than 35 lbs. of a patient’s weight, assistive transfer devices should be used for the transfer. 

HAZARD ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE) 

Please contact the employer Employee Health & Safety (EHS) with any questions or assistance related to the completion of the Hazard Assessment for Personal Protective Equipment (HAPPE) Form.

RELATED TO: Hazardous Substances and Harmful Physical Agents

Yes

No

Task Description

Potential Hazard

Hazard control

PPE Required 

x

Working with box cutters, knives or other sharp cutting devices.

Penetration

• Cut away from body.

• Use proper tool for the job.

Safety knife or safety box cutter

Cut resistant gloves

Other ___________________

x

Working with liquid chemicals, acids, or caustics (Examples: reprocessing, cleaners, disinfectants, laboratory chemicals).

See MSDS online database for chemical list

Chemicals

Flammables

Toxic Gases

Corrosives

• Use only employer approved products.

• Use appropriate soaking containers with labels.

• Understand hazards of chemicals you use (read MSDS).

Goggles

Chemical face shield

Chemical resistant gloves

Chemical resistant aprons 

Lab Coat

Closed toe shoes

Powered Air Purifying Respirator

Other ___________________

x

Exposed to extreme heat (Examples: Autoclaves, Blanket warmers, Ovens, Propane torches) or cold (Liquid Nitrogen, Winter temperatures).

Heat

Cold Stress, Burns, Frostbite

• Approach hot surfaces carefully.

• Use only approved liquid nitrogen dewars. Dispense only if trained.

Heat resistant gloves

Cryogenic (cold resistant) gloves

Goggles 

Face shield

Other ___________________

x

Driving or riding in motorized vehicle equipment as part of the job.

Vehicle crash, Impact

• Absolutely no text messaging while driving.

• Refrain from cell phone use while driving.

Seat belt

Other ___________________

x

Working in extremely wet or slippery conditions or working in 24/7 operations where floors are wet from mopping.

Slip, Trip, or Fall

• For wet areas, mop excess water regularly.

• Place warning signs.

• Select footwear carefully

Slip resistant shoes

Rubber boots

Other ___________________

x

Preparing or handling hazardous drugs (Examples: cytotoxic drugs, chemotherapy agents).

Chemical

Genetic damage

Tumors

• Receive training

• PPE

• Use of biological cabinet

• Spill procedures

• Waste disposal SOP

Gloves appropriate for chemical

Disposable barrier gown 

Goggles

N95/PAPR (spill cleanup)

Ventilation Hood

Other ___________________

x

Medical/surgical procedures involving heat generating tools or equipment (Examples: cautery/ lasers).

Light radiation, burns to self or patient, smoke inhalation

• Receive laser training.

• Awareness and knowledge to minimize surgical or procedural fires.

• Code Red training

• PPE

• Restricted access

Specialized laser safety glasses

Other ___________________

x

Working with or near ionizing Radiation Hazards (Examples: Radioactive sources, X-Rays).

Over exposure, Genetic damage

• Warning signage

• PPE

• Waste and spill procedures

• Personal monitoring

• Shielding, distance

Lead Aprons

Other ___________________

x

Working near MRI.

Trauma resulting from missile effect

• Restrict access

• Screening

• Signage

x

Moving equipment/supplies.

Strain, Sprain

• Proper body mechanics

• Get additional help

• Get Ergonomic help from EOHS.

x

Dealing with agitated persons or disturbances.

Workplace violence, bodily injury, body fluid exposure

• Training in verbal de-escalation techniques.

• Code Green procedure

Gloves (Clean)

Barrier Gown or fluid resistant Lab Coat

HAZARD ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE)

RELATED TO: Infectious Agents

Yes

No

Description

Potential Hazard

Hazard control

PPE Required 

x

Potential for splash of blood/body fluid to face and clothing: examples but not all inclusive: suctioning, wound irrigation, eye & ear irrigation, close contact (within 3 ft.) of patient with frequent, productive cough, sigmoidoscopy, cystoscopy, colonoscopy. 

Exposure to Infectious Agents

• Hand hygiene before and after task

• PPE

Facial protection (mask plus goggles OR face shield)

Gloves (Clean) 

Barrier Gown if anticipate splash

x

Activity that requires touching patient’s non-intact skin or mucous membranes. 

Exposure to Infectious Agents

• Hand hygiene before and after task

• PPE

Gloves (Clean) 

x

Exposure to Infectious Agents

• Hand hygiene before and after task

• PPE 

• Use of Spill kits (as needed)

Gloves (Clean) 

Barrier Gown if anticipate splash

Facial protection (mask plus goggles OR face shield) if anticipate splash

x

Performing duties with sharp devices that could result in exposure to blood or body fluids.

Exposure to Infectious Agent/sharp injury

• Use of sharps safety devices

• Avoid re-capping needles

• Proper disposal of sharps at point of care

• For reusable sharp, use safe transporting practices

• Use neutral zone for passing sharps

• PPE 

Gloves (Clean vs. Sterile depends on the procedure) 

Facial protection (mask plus goggles OR face shield) if anticipate splash

x

Entering rooms where patients with airborne diseases are treated. 

Exposure to Infectious Agent/inhalation

• Mask patient

• Place patient in airborne infection isolation room if available

• Limit entry into room

• Keep door closed

• PPE

Follow Communicable Disease Guidelines and Tuberculosis Control Plan to determine if N95 respirator, PAPR, or surgical mask is needed

x

Work with specimens from patients with airborne diseases.

Exposure to Infectious Agent/inhalation

• PPE

• Biological Safety hoods/cabinet instrumentation with automated/closed sampling mechanisms

N95 respirator or PAPR

x

1. Procedures that enter deep tissue or body fluid, including but not limited to: 

Central IV insertion, placing a catheter or injecting material into the spinal canal or subdural space (myelogram, lumbar puncture, spinal/epidural anesthesia), breast biopsy, temporal artery biopsy, bone marrow biopsy, OB vaginal delivery, incision & drainage.

Exposure to infectious agents

• Hand hygiene before and after procedures

• PPE

Gloves (Sterile)

Barrier Gown 

Facial protection (mask plus eye protection or face shield plus mask required during these procedures)

x

2. a. Procedures that enter 

subcutaneous tissue or are located 

in the skin structure, including but 

not limited to: 

• Excision of mole, lump, or bump 

• Excision of lipoma or sebaceous cyst, vasectomy

Exposure to infectious agents

• Hand hygiene before and after procedure

• PPE

Facial protection (mask and eye protection required during these procedures if anticipate splash)

Gloves (Sterile)

Barrier Gown if anticipate splash

x

2. b. Additional Procedures

• Shave biopsy, punch biopsy
• Joint injection, nerve injection, joint aspiration
• Peripheral IV insertion, ENT procedures
• Anal-rectal Biopsy

Exposure to infectious agents

• Hand hygiene before and after procedure

• PPE

Gloves (Clean)

Barrier Gown if anticipate splash

Facial protection (mask and eye protection required during these procedures if anticipate splash)

x

3. Handling Lab specimens in a laboratory

Exposure to infectious agents

• Hand hygiene after removing gloves

• PPE

• Biological Safety hoods/cabinet

• Splash guard

• Instrumentation with automated/closed sampling mechanisms

Lab Coat ( fluid resistant)

Gloves (Clean)

Facial protection (mask plus eye protection or face shield plus mask required during these procedures)

Other tasks with identified safety, health or infectious hazards requiring PPE?

Yes

No

Task Description

Hazard

Hazard control

List PPE required

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