Front Desk Receptionist
19 days ago
Stuart
Job Description Job Summary The Front Desk team will demonstrate compassionate, detail-oriented, and professionalism to serve as the first point of contact for our patients and families in a busy outpatient oncology practice. The front desk team will possess excellent communication skills, empathy for patients undergoing cancer treatment, and the ability to manage multiple tasks in a fast-paced, sensitive environment. Key Responsibilities • Patient Check-In Process o Warmly greet patients and visitors upon arrival o Please check all medication scripts daily. Oral medications: • Scan the script as proof that the medication is in the office., • Call the patient to inform them that the medication is ready for pickup., • When the patient picks up the medication, document it properly., • Make sure to collect any money that is due., • Enter all payment information in ONCO (not UF)., • Document on Transfer sheet If any oral medication or script exceeds 14 days, notify the Dispensary Department and send the medication back to Stuart. o Check Phreesia throughout the day and call any patients who have cancelled or rescheduled their appointments. When unscheduling or cancelling the appointment, please do it correctly in ONCO, and document. o Update demographic details o Scan insurance cards, photo ID, and Pharmacy card. o Prep for the following day making sure we have id/ins/pharmacy copay card o Collect what FC documented on copay/bal order such as co-payments, outstanding balances, if the patient is unable to pay inform FC to see if the patient can be on a payment plan or if appointment needs to get rescheduled. This will exclude NEW PATIENTS. Make sure the correct value is selected on copay/bal order. o Provide and explain necessary paperwork (consent forms, privacy notices, financial policies, etc.) o Enter and update patient information accurately in UF system o Check your Carespace messages and Onco inbox o Staff to work on Updox faxes, Cancelled/no show appts. Any unscheduled MD appts please add back on schedule o Duties and responsibilities outlined in this job description are subject to change at any given time. • Patient Check-Out Process o Schedule follow-up appointments, scans. o Prep for the following day (Make sure we have auth) o Provide patients with clear appointment reminders, preparation instructions, and physician orders o Collect any additional payments o Print and distribute visit summaries, or work excuses as requested o Work on refer to orders, run your radiology orders (present – 1 month out) o Warmly greet patients and visitors upon arrival o Please check all medication scripts daily. Oral medications: • Scan the script as proof that the medication is in the office., • Call the patient to inform them that the medication is ready for pickup., • When the patient picks up the medication, document it properly., • Make sure to collect any money that is due., • Enter all payment information in ONCO (not UF)., • Document on Transfer sheet If any oral medication or script exceeds 14 days, notify the Dispensary Department and send the medication back to Stuart. o Check Phreesia throughout the day and call any patients who have cancelled or rescheduled their appointments. When unscheduling or cancelling the appointment, please do it correctly in ONCO, and document. o Update demographic details o Scan insurance cards, photo ID, and Pharmacy card. o Prep for the following day making sure we have id/ins/pharmacy copay card o Collect what FC documented on copay/bal order such as co-payments, outstanding balances, if the patient is unable to pay inform FC to see if the patient can be on a payment plan or if appointment needs to get rescheduled. This will exclude NEW PATIENTS. Make sure the correct value is selected on copay/bal order. o Provide and explain necessary paperwork (consent forms, privacy notices, financial policies, etc.) o Enter and update patient information accurately in UF system o Check your Carespace messages and Onco inbox o Staff to work on Updox faxes, Cancelled/no show appts. Any unscheduled MD appts please add back on schedule o Duties and responsibilities outlined in this job description are subject to change at any given time. • Telephone & Communication Duties o Answer incoming calls promptly and professionally (multi-line phone system) o Screen and route calls to nurses, physicians, schedulers, billing, or other departments o Take accurate messages and triage urgent patient concerns to clinical staff o Respond to patient portal messages o Make outgoing calls for no-show follow-up, and patient outreach • Additional Front Desk Duties o Maintain a clean, organized, and welcoming reception area o Manage patient check-in kiosk (if applicable) and assist patients with self check-in o Process incoming faxes, mail, and outside medical records o Monitor waiting room for patient comfort and safety o Perform end-of-day payments and prepare deposit Qualifications Required • High school diploma or equivalent, • Minimum 1–2 years of medical front desk or customer service experience (oncology or specialty practice preferred), • Proficiency with EHR/PM systems (e.g., Epic, OncoEMR, MOSAIQ, Aria, or similar), • Excellent phone etiquette and verbal/written communication skills, • Strong organizational skills and ability to multitask calmly under pressure, • Compassionate demeanor and commitment to patient confidentiality (HIPAA) Preferred, • Bilingual (English/Spanish or other language common to patient population), • Knowledge of oncology-specific terminology and insurance requirements, • Experience with co-pay assistance programs and financial counseling resources Skills & Attributes, • Exceptional empathy and emotional resilience when working with cancer patients and families, • Professional appearance and positive attitude, • Ability to remain calm and courteous during stressful situations, • High attention to detail and accuracy Physical Requirements • Ability to sit or stand for extended periods, • Frequent use of computer, phone, copier, and fax machine