Template of Front Office Medical Receptionist

The Receptionist serves as the first point of contact for patients and plays a vital role in delivering a professional, welcoming, and efficient patient experience. This role is responsible for front desk operations, patient check-in and check-out, scheduling, phone and portal communication, and insurance verification. The Receptionist works closely with clinical staff, providers, and central support teams to ensure smooth clinic flow and accurate administrative processes.

Patient Check-In & Check-Out

• Check patients in upon arrival by verifying and scanning required identification and insurance cards.
• Ensure completion of all required new patient and follow-up forms.
• Collect time-of-service payments, including copays and self-pay balances, in accordance with clinic policy.
• Check patients out following provider instructions documented in EMR tickler notifications, including:
• Printing and providing patient education materials.
• Printing laboratory, imaging, and referral orders.
• Scheduling follow-up appointments.
• Completing infusion drug start forms via DocuSign on clinic iPads.

Scheduling & Referral Management

• Schedule new patient appointments for both faxed referrals received through the EMR and self-referred patients.
• Contact patients to collect required demographic, insurance, and referral information and enter data accurately into the medical record.
• Select appropriate appointment types, dates, and times based on clinic guidelines.
• Verify that patient insurance is accepted and communicate coverage information clearly to patients.
• Request PCP referrals and HMO authorizations when required.
• Enter and track new patient referrals in the clinic's referral tracking spreadsheet.
• Request additional HMO authorizations for established patients as needed.

Phone, Voicemail & Portal Management

• Answer incoming patient phone calls related to administrative and scheduling questions in a courteous and professional manner.
• Manage patient voicemails and route messages appropriately.
• Monitor and manage the front desk inbox and personal inbox within the EMR.
• Respond to patient portal messages and complete assigned administrative tasks from the office team and central support teams in a timely manner.

Insurance Verification

• Verify patient insurance eligibility and benefits prior to scheduled appointments.
• Contact patients and/or insurance companies as needed to resolve coverage questions.
• Utilize payer portals such as Availity and individual insurance websites to confirm eligibility and authorization requirements.

Other Duties

• Perform additional duties as assigned to support front desk operations, clinic efficiency, and patient satisfaction.