Work Schedule: Monday-Friday; 8am-5pm
POSITION SUMMARY
The Psychiatry Receptionist serves as the first point of contact for patients, families, and visitors in the UKSM-W MPA Psychiatry & Behavioral Sciences Clinic. This position is responsible for creating a welcoming and professional environment while providing exceptional customer service and supporting the daily operations of the clinic.
Key responsibilities include answering and directing incoming phone calls, scheduling and confirming appointments, registering patients, verifying demographic and insurance information, and completing patient check-in and check-out processes. The receptionist also assists with managing provider schedules, collecting copayments, maintaining accurate patient records, and ensuring required forms and documentation are completed.
This role works closely with providers, nursing staff, and other team members to facilitate efficient clinic operations and support timely patient care. The Psychiatry Receptionist responds to patient inquiries, assists with appointment coordination, relays messages to clinical staff as appropriate, and helps patients navigate clinic services.
Success in this position requires strong communication and organizational skills, attention to detail, professionalism, and the ability to interact with patients in a compassionate and respectful manner. The ideal candidate demonstrates excellent customer service skills, maintains confidentiality, and contributes to a collaborative, patient-centered environment focused on delivering high-quality behavioral health care.
ESSENTIAL FUNCTIONS
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Answers and manages incoming telephone calls in a courteous, professional, accurate, and timely manner.
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Schedules new and established patient appointments and assists patients with appointment changes, cancellations, and rescheduling.
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Updates patient demographic, insurance, and primary care provider information in the electronic health record.
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Assists patients with completing required registration and clinic forms, including ensuring Release of Information (ROI) forms are completed accurately and obtaining signatures as needed. Processes requests for medical records and coordinates the release and receipt of records in accordance with HIPAA regulations and organizational policies.
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Monitors provider schedules, fills appointment cancellations, and schedules patients to maximize access and clinic efficiency.
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Performs patient check-in and check-out functions, collects copayments, and ensures required forms and documentation are completed.
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Provides assistance to patients, providers, and staff regarding appointments, referrals, insurance requirements, authorizations, and clinic procedures.
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Maintains accurate patient records while ensuring compliance with HIPAA, organizational policies, and confidentiality requirements.
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Assists with administrative and clerical tasks that support daily clinic operations and special projects as assigned.
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Participates in team meetings, training, and process improvement initiatives to enhance patient access and operational efficiency.
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Demonstrates professionalism, reliability, punctuality, and a commitment to exceptional patient service.
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Performs other duties as assigned.
POSITION QUALIFICATIONS
Education:
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High School Diploma or General Education Development (GED)
Experience:
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One to two years medical office experience preferred
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EHR experience preferred (we use eClinicalWorks)
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Microsoft Office experience a plus
KNOWLEDGE, SKILLS & ABILITIES
Knowledge
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Knowledge of patient scheduling, registration, referral, and medical record processes.
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Knowledge of medical terminology and medical documentation principles
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Knowledge of insurance plan coverage and referral requirements (includes Medicare, Medicaid, VA and commercial insurance plans)
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Knowledge of confidentiality (HIPAA and 42 CFR Part 2) guidelines and procedures
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Knowledge of organizational emergency procedures
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Knowledge of basic computer skills and office equipment
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Knowledge of mental health terminology (preferred)
Skills:
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Skill in time management and prioritizing work
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Skill in utilizing computerized systems to gather data, analyze results, and make recommendations
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Skill in customer service and professionalism
Abilities:
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Ability to problem solve and make decisions related to medical clinic front desk responsibilities.
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Ability to learn and master front desk workflows, scheduling processes, medical records requests, and electronic medical record system.
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Ability to assist patients with completing required forms and paperwork, including Release of Information (ROI) forms, and facilitate requests for medical records.
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Ability to communicate effectively (oral & written) with patients, coworkers, residents, physicians, and external partners utilizing telephone and HIPAA compliant electronic methods
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Ability to maintain confidentiality and exercise discretion when handling sensitive patient information.
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Ability to handle upset patients, de-escalate difficult situations, and maintain positive patient relationships.
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Ability to collaborate with leadership to improve clinical care and operations
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Ability to work well as a team and independently
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Ability to wear Personal Protective Equipment (PPE) (closed toe shoes, masks when indicated)
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Ability to be prompt, reliable, and present during scheduled work hours.
Competencies:
Performance evaluations are based on the individual’s accuracy, accountability, adaptability, communications (oral and written), customer service, attention to detail, initiative, integrity, interpersonal skills, judgement, organization, problem solving, and time management.
WORK ENVIRONMENT
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In person
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Outpatient clinic
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Patient-focused
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Teaching environment
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
