The Basic Receptionist

This post sponsored by
Common Ground Chiropractic Center.
2927 NE Everett Street, Portland, OR 97232.
503-232-4099 commongroundpdx.com

Gary Shannon here.

Receptionist

is the smiling face that greets every patient and doctor and staff. The idea is to:

bring the doctor, the patient and the papers together so that chiropractic care can occur.

This is an entry level position for a cheerful person who can tolerate stress and traffic.

Here is a the job description:

~~~Establishment:
(This is really the boss's job to train you, but you must take this in hand.)

• Locate and create a working space with room for files and tools
• Learn who does what jobs and how best to reach them when alone or with a customer.
• Learn your office preferred greetings, style and tempo. Examples:
1. "Hi, I'm Jill at Best Chiropractic. How can I help you?"
2. "When did you last see the doctor?"
3. "Would a morning or afternoon appointment be better for you?"
4. "I've got your appointment at Monday at 3:00 pm."
5. "Did I make a mistake?"
• 
  

~~~Communication & Arrivals:
(this part of the job is common to receptionists for many professions.)

• greet, answer, screen and route phone calls and visitors
• receive, sort and route mail and deliveries
• take and relay messages, faxes, e-mails and other communications
• provide information to callers and customers
• greet persons entering organization, help them sign-in for their visit.
  
• give and collect necessary paperwork to the customer
• provide a pleasant wait when necessary
  
• send files, notes and charts to the service provider
  
• direct arrivals to the correct destination
• get and send completed service records to be posted.

~~~Scheduling

• Create and maintains scheduling records and backups
  
• keep accurate schedule and status of working staff
• schedule and re-schedule customer appointments
• maintain the schedule book, manually or electronically
• make regular* follow-up with appointments needing to be made
• organize and support meetings, gatherings and events
  
• make and/or confirm new appointments for those leaving the office
• general administrative and clerical support
• prepare letters and documents

~~~Cashier:
(Parts of this job are shared with the Accounts Clerk)

• Collects per visit payments and co-payments
  
• Verify insurance coverage, requirements and permissions
  
• Daily, post all charges and payments and reconcile them
• Prepare and deposit money to the bank
• File payment and treatment records
• Back-up computer records relating to you job and use them as needed

~~~Promotions and Public image
( Even if there is a Office Manager handling "promotions", Reception is key)

• Be and make a good first impression
• Help other staff keep a productive and effective schedule
  
• Tidy and maintain the reception and public areas regularly*
• Encourage clients in their choice of your office
• Assist with word-of-mouth marketing and referral programs
• Encourage relative strangers to visit your facility
• Help other staff maintain a cheerful professional attitude
  

~~~ Backlogs & Special Projects:
(Will vary from office to office and time to time. Examples:)

• Locate patients who dropped off care last year and write a card
• Review appointments and sign-in sheets back 52 weeks and see charges posted
• Make new sign-in sheets with interesting pictures and messages
  

*"REGULARLY"

Your office lead receptionist (or office manager or owners) sets your follow-up schedule. "Regularly" differs from office to office. I use this schedule for "appointment needed" contacts:

• Missing co-worker: 5 minutes
  
• Missing patient: 15 minutes
• Second call to patient: 3 business hours
• Third call to patient: one day
• Fourth call to patient: three days, with written note or letter
  
• Fifth call to patient: one week.
  
• Sixth call to patient: three weeks, with written note or letter
  
• After this, let accounts and news-letters keep in touch
  

If your system allows it, schedule your next missed-appointment and never-made appointment calls on your master schedule. Then initiate them. Out-flowing welcoming communication is the central way the Receptionist helps your practice flourish and your patients improve.

All the best to you and yours.

This post sponsored by
Common Ground Chiropractic Center.
2927 NE Everett Street, Portland, OR 97232.
503-232-4099 commongroundpdx.com