ABOUT STAMFORD HEALTH

Stamford Health is a non-profit independent healthcare system with more than 3,500 employees committed to compassionately caring for the community and offering a wide-range of high-quality health and wellness services.  Patients and their families can rely on comprehensive person-centered care through the system’s 305-bed Stamford Hospital; Stamford Health Medical Group, with more than 30 offices in lower Fairfield County offering primary and specialty care; a growing number of ambulatory locations across the region; and support through the Stamford Hospital Foundation. Stamford Health is also a major teaching affiliate of the Columbia University College of Physicians and Surgeons. Dedicated to being the community’s most trusted healthcare partner, Stamford Health puts patients first to build long-lasting relationships.  For more information, visit StamfordHealth.org. Like us on Facebook and follow us on Twitter, YouTube, and Linked In

The FRONT DESK RECEPTIONIST TEAM LEAD will provide reception and administrative office support services to the assigned practices. The Team Lead will perform duties of the position and in addition will coordinate staffing to ensure adequate front desk coverage based on appointment demand and timely completion of assigned departmental administrative tasks. This position requires strong verbal and written communication, customer service and organizational skills.

SCHEDULE: Hours 8:30am - 5pm Mon-Fri * CANDIDATES MUST BE AVAILABLE TO WORK ONCE OR TWICE PER MONTH A 6:45AM-3:15 PM SHIFT AS NEEDED.

 MAJOR ACCOUNTABILITIES / CRITICAL RESPONSIBILITIES: 

• Monitors provider schedules and coordinates appropriate level of staffing at the centralized reception desk to ensure optimal patient flow. Assigns staff to centralized administrative areas as appropriate to ensure timely completion of assigned departmental responsibilities.
• Serves as primary point of contact for Patient Account Services staff to assist in resolving demographic and insurance related claim edits.
• Greets visitors/patients courteously and professionally. Demonstrates ongoing commitment to customer service excellence.
• Maintains an depth knowledge about Stamford Health Medical Group (SHMG), services and facility offerings; directs patients and visitors accordingly
• Checks in patient for scheduled appointments documenting arrival in eCW schedule.  
• Provides patient with required practice forms ensuring accurate completion, assisting patient as needed. Scans paperwork into patient record.
• Completes/updates registration (demographic) information as necessary; scans appropriate documentation
• Reviews insurance information/eligibility and requests and scans new insurance cards accordingly.
• Collects copayments and identified cost shares e.g. deductibles and past due balances at time of service.
• Provides information to patient regarding SHMG Patient Portal and activates Portal account as indicated.
• Monitors waiting area for patients who have not been called for their appointments/keeps patients informed of any delays/contacts appropriate staff to resolve extended wait times.
• Ensures waiting areas are properly maintained.
• Manages incoming faxes, documents, patient requests for medical records, and incoming mail (interoffice and postal). Scans documents into patient’s chart in eCW and addresses or assigns to appropriate staff for further processing.
• Makes collection calls on past due balances when working in centralized administrative area.
• Performs end of day balancing processes for time of service payments; generates reports, and ensures accurate posting to patient accounts in eCW.
• Reviews and validates accuracy of end of day balancing reports for all staff. Identifies and resolves any discrepancies. Compiles daily deposit; ensuring pick up by courier.Compiles and sends monthly deposit and change bank logs to the Revenue Cycle per established policy and procedure.
• Ensures that change bank is maintained and balanced daily.
• Maintains order of work areas /supply closets, notifying appropriate staff of the need to order supplies, ensuring all supplies are distributed upon receipt and kept in their designated areas.
• Keeps informed regarding current regulations, insurance company policies, professional standards and company/department policies and procedures and effectively applies this knowledge.
• Practices and adheres to Stamford Health’s “Code of Conduct” philosophy, SHMG’s Standards for Service Excellence and organizational values of: Teamwork, Integrity, Compassion, Respect and Accountability. Ensures knowledge of and compliance by all subordinates to ensure ethical work environment.
• Completes required continuous training and education, including department specific requirements.
• Complies with all applicable laws, regulations and SHMG organizational policies and procedures and adheres to external agency requirements.
• Performs other duties as assigned.

Required Skills

Required Experience

• High School Diploma or General Education Development (GED) required.
• 2-3 years’ Receptionist experience in a medical office or other healthcare facility required.
• Competency with computers, the Internet, and computer software such as MS Office or equivalent is required.
• Knowledge of medical office operations and third party insurance processes preferred.
• Strong verbal, written, organizational skills and ability to work in fast paced environment.
• Demonstrated ability to prioritize and manage multiple tasks and demands given tight time constraints while ensuring a high degree of accuracy and attention to detail. Must be able to manage time efficiently with minimal supervision.
• Demonstrated ability to maintain confidentiality of all records per State, Federal and Practice laws, guidelines, policies and procedures.
• The ability to work with individuals at all organizational levels, particularly peers, team members, other departments, patients, and the community is required.