Mercy Medical Center Clinton SJMGO Lake Orion UC – Medical Receptionist in Saint Joseph Mercy Health System Urgent Care - Lake Orion, Michigan


16401_50171 Lake Orion Urgent Care - OA

Expected Weekly Hours:



Rotating Shift

Position Purpose:

Job Description Details:

I Accountability Objectives:

Supports Physician Network - Urgent Care practice by creating a patient-centered experience when answering

telephones, schedules appointments and procedures, registers patients, performs patient billing and other general

business functions as assigned. Displays courteous, professional manner and proactively develops customer

relationships, giving high priority to customer inquiries. Completes accurate pre-registration/registration process and

insurance verification for eligibility for coverage. Secures necessary authorizations to facilitate reimbursement.

II Position Qualifications:

Minimum Education, Licensure / Certification and Experience Required.

A. Education

High school diploma, or equivalent required. College classes desirable in a business or public relations


B. Licensure / Certification

Not Applicable

C Special Skill / Aptitudes

Medical terminology preferred with ICD coding experience and knowledge of third-party payers.

Demonstrates responsiveness to needs of patients, other care team members, and self.

Ability to organize and prioritize, in a fast-paced environment.

Ability to use and effectively integrate positive communication approaches to meet diverse patient needs,

optimize resources, and adapt care processes to accommodate changing patient acuity and unit needs.

Ability to use critical thinking, logic and reasoning to address complex situations.

Excellent interpersonal service skills necessary in order to form and maintain positive relationships with

customers and other healthcare professionals.

Excellent customer service orientation skills necessary in order to deal effectively with various levels of

hospital personnel, outside customers and community groups.

D. Experience

One year of physician practice, urgent care or hospital based system experience preferred.

Medical terminology, coding and knowledge of managed care preferred.

III Duties / Responsibilities:

1 Responsible for accurate patient registration, including insurance eligibility verification. Maintains current

knowledge of managed care information, and other PPO, POS and HMO products (i.e. current practice

management systems), to include benefits, waivers and provider status eligibility.

2 Schedules appointments by phone or at discharge utilizing patient scheduling software. Schedules

procedures and records specific information/data required. Prints and distributes daily schedules and pulls

appropriate charts/medical records for the next days appointments.

3 Maintains up to date knowledge of coding for primary care (or specialty care as appropriate) in the office

utilizing CPT, ICD and HCPCs. Enters patient charges, posts payments and balances daily batches

utilizing billing system application. Answers patient questions about payment status.

4 Responsible for the collection of point of service payments, previous balances and any other fees from

patients. Reconciles daily cash/cash drawer including a minimum of three deposits weekly per site. Gives

appropriate receipt to patients. May count and balance petty cash drawer daily.

5 Understands and performs referral process. Maintains, troubleshoots and assists with all patient referrals.

Assures that referrals are accurate and complete. Maintains knowledge of plans and participating physicians

including specialists. Communicates and educates referral process to patients as needed. Understands the

utilization process and appropriateness of each referral.

6 Greets patients as they enter, exhibiting appropriate customer service standards. Collects patient

demographic information/data and initiates patient medical record. Works with the team to assure smooth

flow in all operations of the practice.

7 Answers telephones, routes calls to appropriate staff, takes accurate phone messages, and relays messages to

staff and physicians.

8 May perform filing for the practice which includes faxes, mail opened and distributed, reports, results,

messages. Files charts back alphabetically or numerically (site specific)

9 Participates in staff meetings, education, in-services, competence programs, process improvements projects

and quality improvement projects as necessary.

10 Adheres to hospital policy regarding awareness of and sensitivity to patient rights, privacy and

confidentiality. Understands the policies regarding patient confidentiality and copying documents for patients,

physicians, subpoenas, and insurance companies.

11 Performs other duties as assigned.

Demonstrates and actively promotes an understanding and commitment to the mission of St. Joseph Mercy

Oakland through performing behaviors consistent with the Trinity Health Values.

Maintains a working knowledge of applicable Federal, State, and Local laws and regulations, the Trinity

Health Organizational Integrity Program, including the Standards of Conduct, Code of Ethics, as well as

other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and

professional behaviors.

Supports and conducts one's self in a manner consistent with customer service expectations.

V Dept/Unit Specific:

• Site specific responsibilities may be assigned.

V Working Conditions:

• General office demands such as sitting, computer use requiring manual dexterity, walking about, bending and


• Exposure to healthcare environmental conditions.

• Weekend, holiday and evening work may be required.

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs more than 120,000 colleagues at dozens of hospitals and hundreds of health centers in 21 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.

Trinity Health offers rewarding careers in a community environment with all the advantages of working at one of the nation's largest health systems. We provide high-quality, people-centered care in 22 states through our network of hospitals, facilities, community-based services, and continuing care locations - including home care, hospice, Program of All Inclusive Care for the Elderly (PACE), and senior living facilities. If you are looking for a rewarding clinical or administrative position, you'll find exceptional career possibilities, opportunities for advancement and a job with meaning at Trinity Health.

Trinity Health employs more than 131,000 colleagues across 22 states. We honor and embrace a diverse representation of people, ideas and backgrounds. Our dedication to diversity is evident in our commitment to training, education, recruitment, retention and development, as well as community partnerships and supplier diversity.

Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences and health practices of the communities we serve and to apply that knowledge to produce positive outcomes. We recognize that each of us has a different way of thinking and perceiving our world, and that our differences not only serve to unite us, but also lead to innovative solutions.