The primary job for a Client Care Representative (“CCR”), also known as a Receptionist, is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. A good CCR is a “people person” who enjoys working with diverse clients and is caring, friendly, and efficient.
The CCR must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions. The position is part crowd control, part efficiency expert, and part records manager. CCRs answer the phones, differentiate between routine and emergency cases, schedule appointments, greet clients, admit and check out the day’s appointments, process payments and manage financial information, and communicate between clients and other staff.
CCRs must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations.
CCRs should have a firm belief in the quality of care we provide and communicate this sense of assurance to our clients. The CCR must know and understand our services and recommendations and be able to clearly communicate these to our clients.
Providing for patient and client comfort by keeping the reception area clean and presentable is part of the daily routine. Ultimately, it is the CCR who is responsible for creating a good first and last impression on our clients. The importance of this role cannot be over emphasized.
Job Responsibilities
Include but are not limited to:
- Understanding of hospital policies and procedures.
- Answer phone by 3rd ring in courteous and friendly manner.
- Receive all incoming calls and direct them to the appropriate team member or voicemail box.
- Avoid providing medical advice over the phone.
- Make medical notes/phone consultation of conversation with clients.
- Be able to provide phone shoppers with answers to their questions to establish the value associated with the services we provide.
- Utilize effective listening skills to obtain all necessary medical and personal information from the client.
- Discern any potential client problems, complaints, or questions and handle appropriately.
- Understanding of wellness care and common medical problems to aid in client communication.
- Phone calls to remind clients of appointments and provide client with any information or instructions they will need prior to their appointment.
- Monitor PIMS and online appointments and process as needed.
- Scheduling appointments as to meet the clients’ needs and most efficiently use doctors and other staff members’ time.
- Monitor appointment schedule and communicate with clients about wait times Preparation of appointment paperwork.
- Distribute new client paperwork and gift for all new clients.
- Ensure all client contact information is current via phone and in person Inform clients of payment policies.
- Admit and release of patients to/from hospital and appointments Greet clients and patients by name and offer refreshments.
- Review invoice, set next appointment, and ensure client has had all of their questions answered.
- Receive and accurately record client payments Reconcile credit card, check, and cash transactions daily Prepare deposit and batch out credit card terminals Accurately invoice coupons and gift certificates.
- Scan medical documents.
- Process returned mail/postcards – contact client to verify and correct contact information.
- Make future appointments at checkout.
- Transmit medical record requests if client has given permission.
- Ability to notice urgent care patients and triage them to the medical care team.
- Manage and mail out sympathy cards.
- Maintain cleanliness of reception area, waiting room, food areas and client restroom.
- Attend all staff and departmental meetings.
Experience and Skills Requirements
- Completion of high school degree.
- Must be able to work energetically for entire shift, sometimes exceeding 8 hours/day. Shift does not end until all duties are completed.
