Position Objective:
The Receptionist is responsible for providing exceptional customer service while supporting the daily administrative operations of the medical practice. As the first point of contact for patients, visitors, and callers, this role creates a welcoming, professional, and patient-centered experience. The Receptionist manages front office operations, maintains accurate patient information, schedules appointments, processes payments, and supports care coordination to ensure efficient clinic operations and a Five-Star patient experience in a Medicare Advantage, value-based care environment.
Essential Responsibilities:
Patient Experience & Front Office Operations:
- Welcome patients, visitors, and vendors in a courteous, professional, and compassionate manner.
- Serve as the primary point of contact for patients by providing exceptional customer service in person and over the telephone.
- Manage all front office operations, including:
- Answering and routing telephone calls
- Greeting and assisting patients
- Scheduling and confirming appointments
- Addressing routine patient inquiries
- Appropriately routing or triaging calls to the clinical team
- Maintain a clean, organized, and welcoming reception area.
Patient Registration & Administrative Support:
- Complete patient registration, check-in, check-out, insurance verification — including Medicare Advantage plan eligibility, benefits confirmation, and prior authorization requirements — payment collection, copay processing, and appointment scheduling.
- Accurately maintain patient demographic, insurance, and contact information within the electronic medical record (EMR).
- Balance and reconcile daily patient collections in accordance with organizational procedures.
- Maintain patient medical records and documentation in compliance with organizational policies and HIPAA requirements.
- Assist patients with completing registration forms, wellness questionnaires, consent forms, screening documents, and other required paperwork.
- Scan, upload, and maintain medical documents within the electronic medical record.
- Support providers and clinical staff by maintaining patient records, medication lists, questionnaires, vaccination records, and other required documentation.
Patient Communication & Care Coordination:
- Complete inbound and outbound patient communications, including:
- As a Medicare Advantage, value-based care practice, proactive patient outreach is a core function of this role. Communications include:
- Appointment reminders
- Medication reminders
- Transitional Care Management (TCM)
- Preventive care outreach
- Assist with scheduling Annual Wellness Visits (AWVs) and follow-up appointments.
- Care coordination activities
- Accurately document all telephone encounters and patient communications within the electronic medical record.
- Assist patients with questions regarding appointments, referrals, and general office procedures, escalating clinical questions to the appropriate team member.
Administrative Support:
- Assist with maintaining office supply inventory and notifying leadership when replenishment is needed.
- Support providers, Office Managers, and clinic staff with general administrative tasks as assigned.
- Collaborate effectively with clinical and administrative team members to promote efficient clinic operations.
- Perform other duties as assigned.
Knowledge & Skills:
- High school diploma or equivalent required.
- 1+ year(s) of experience in a medical office, physician practice, or other healthcare setting preferred.
- Experience with patient registration, scheduling, insurance verification, or front office operations preferred.
- Basic knowledge of medical terminology.
- Working knowledge of HIPAA requirements and patient confidentiality principles.
- Knowledge of medical coding principles preferred.
- Experience using electronic medical records (EMRs).
- Proficiency with Google Workspace (Drive, Docs, Sheets, Slides).
- Excellent customer service skills and professional telephone etiquette.
- Strong organizational, prioritization, time-management, and multitasking skills with exceptional attention to detail.
- Excellent verbal and written communication skills with the ability to effectively communicate with patients, providers, health plans, and internal and external partners.
- Strong interpersonal skills with a collaborative, team-oriented approach.
- Strong critical thinking, problem-solving, and decision-making abilities.
- Ability to maintain confidentiality and appropriately handle sensitive and protected information.
- Ability to work independently while effectively managing multiple priorities in a fast-paced medical office environment.
- Demonstrated commitment to delivering exceptional customer service and a Five-Star patient experience.
- Appreciation for cultural diversity and sensitivity to the needs of Medicare and other patient populations served by VIPcare.
- Basic familiarity with Medicare Advantage insurance plans, eligibility verification, and prior authorization processes preferred.
Physical Requirements:
- Ability to perform the physical activities required in a medical office environment, including frequent sitting, standing, walking, bending, reaching, and occasional lifting.
- Ability to sit or stand for extended periods based on operational needs.
- Ability to lift, carry, push, or move office supplies and equipment weighing up to 15 pounds.
- Manual dexterity and fine motor skills sufficient to operate computers, telephones, printers, scanners, and other office equipment.
- Visual acuity and hearing (with or without reasonable accommodation) sufficient to safely perform essential job functions.
- Ability to operate standard office equipment, including computers, telephones, copiers, scanners, and other office technology.
- Reliable transportation to consistently report to scheduled work locations and shifts.
Key Attributes/ Skills:
- Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles.
- An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
- Is able to work within the Better Health environment by facing tasks and challenges with energy and passion.
- Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.
COMPENSATION & BENEFITS
Competitive hourly rate plus performance bonuses that reward the quality outcomes you help drive — because when our patients thrive, so should you.
- Schedule & Time Off
- Monday-Friday schedule — no weekends, no on-call
- 8 paid company holidays per year
- Paid Time Off (PTO) — accrued from day one
- Medical, Dental & Vision insurance
- Teladoc virtual care
- Financial Protection
- 401(k) through Fidelity
- Wellbeing & Support
- Better Health Wellness Program
- Employee Assistance Program (EAP)
- Parental leave
- Growth & Perks
- BHG University
- LinkedIn Learning
- Working Advantage
**The compensation for the selected candidate will be based on a comprehensive evaluation of factors such as relevant experience, particularly in value-based care, skills, and qualifications as they align with the role's requirements. We are dedicated to providing a competitive salary that not only meets market standards but also reflects the unique value and expertise the candidate brings to the organization.