Hybrid Medical Assistant / Front Desk Receptionist

ROLE AND RESPONSIBILITIES
The Hybrid Medical Assistant / Front Desk Receptionist is responsible for providing comprehensive patient support throughout the urgent care visit by performing both clinical and administrative duties. This position serves as a critical link between patients, providers, and the clinical and administrative teams.
The Hybrid Medical Assistant / Front Desk Receptionist provides exceptional customer service while assisting with patient registration, insurance verification, scheduling, payments, medical records, clinical intake, diagnostic testing, phlebotomy, procedures, and other patient-care responsibilities under the direction and supervision of the medical provider.
This position requires the ability to transition seamlessly between front desk and clinical responsibilities based on patient volume and the needs of the center. The individual must demonstrate professionalism, discretion, diplomacy, strong communication skills, flexibility, sound judgment, and the ability to work effectively in a fast-paced urgent care environment.
The position must exemplify the core values of the organization while maintaining patient confidentiality, privacy, comfort, and trust in accordance with organizational policies and HIPAA requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES
Front Desk Receptionist Responsibilities

Welcome and greet patients and visitors in a friendly, professional, and helpful manner.
Provide excellent customer service to patients, families, visitors, and staff.
Answer incoming telephone calls, provide information according to facility policies and procedures, route calls appropriately, and take accurate messages.
Register new and established patients accurately in the computer system.
Verify and update patient demographic and medical information at each visit.
Verify insurance eligibility and benefits.
Collect copays, deductibles, coinsurance, outstanding balances, and other applicable payments.
Inform patients of existing balances and request payment prior to being seen when appropriate.
Schedule patients and assist with appointment coordination.
Assist patients with required forms and documentation.
Maintain accurate and complete patient records and documentation.
Maintain confidentiality and comply with all HIPAA and privacy requirements.
Maintain an organized, clean, and professional front desk and patient waiting area.
Perform general administrative duties including filing, faxing, copying, scanning, data entry, and other office functions.
Assist other departments and staff members as needed to maintain efficient patient flow.

Medical Assistant Responsibilities

Obtain and accurately document patient vital signs, including height, weight, blood pressure, pulse, respiratory rate, temperature, and oxygen saturation.
Prepare patients for examinations, procedures, and treatment.
Perform clinical testing as directed by the provider, including urinalysis/urine dipstick, urine cultures, pregnancy testing, rapid strep/throat cultures, rapid flu testing, pertussis swabs, rapid mono testing, blood glucose testing, wound cultures, and other point-of-care testing as trained and authorized.
Perform DOT and Non-DOT drug screens following appropriate training and certification.
Assist with DOT and Non-DOT physicals, including audiograms, spirometry, visual acuity testing, and other required components.
Perform EKGs.
Perform phlebotomy and properly prepare, label, and transport specimens to the appropriate laboratory.
Assist providers with examinations and procedures, including vaginal/rectal examinations, incision and drainage procedures, ear irrigations, eye irrigations, wound care, and other procedures as directed.
Prepare and assist with nebulizer treatments.
Respond calmly and appropriately during emergency situations and assist the provider and clinical team as needed.
Execute provider orders accurately and efficiently.
Complete nursing/clinical notes and required documentation accurately and thoroughly.
Enter appropriate CPT codes and other required clinical information.
Perform patient follow-up calls as directed by the medical provider, including scheduled callbacks.
Do not provide medical results or clinical information to patients by telephone unless specifically authorized and directed according to company policy.
Maintain appropriate clinical documentation and ensure patient information is entered accurately into the medical record.
Work under the supervision and direction of the provider and follow all applicable clinical protocols and procedures.

Clinical Area & Facility Responsibilities

Clean and disinfect examination rooms between patients.
Maintain examination rooms in a clean, organized, and patient-ready condition.
Stock examination rooms, laboratory areas, and clinical supplies.
Monitor supply levels and notify the appropriate manager when supplies need to be ordered.
Complete daily clinical and administrative tasks.
Maintain a safe, clean, and professional environment throughout the facility.
Assist with patient flow and movement throughout the center.
Assist with transferring or moving patients and equipment when necessary and within training and safety requirements.

ADDITIONAL DUTIES AND RESPONSIBILITIES

Demonstrate flexibility and transition between Front Desk Receptionist and Medical Assistant responsibilities based on patient volume and operational needs.
Assist coworkers with urgent or time-sensitive patient needs.
Exercise appropriate problem-solving and conflict-resolution skills when addressing patient concerns or complaints.
Escalate patient complaints or concerns to the appropriate manager or provider when necessary.
Work collaboratively with Front Desk Receptionists, Medical Assistants, providers, and management.
Maintain professionalism when working with patients who may be upset, anxious, or experiencing stressful circumstances.
Attend scheduled department, staff, and company meetings.
Participate in company-sponsored meetings, training, and events.
Perform other duties and responsibilities as assigned.

PROFESSIONAL RESPONSIBILITY STANDARDS

Adhere to professional expectations outlined in the employee handbook.
Maintain patient confidentiality and comply with HIPAA requirements at all times.
Demonstrate professionalism, accountability, integrity, and respect in all patient and staff interactions.
Demonstrate flexibility in response to changing patient volumes, staffing needs, and operational priorities.
Maintain competency in all clinical skills required for the position.
Follow established clinical, administrative, safety, and infection-control procedures.
Communicate effectively with providers, coworkers, patients, and families.
Demonstrate the ability to work independently while appropriately recognizing when assistance or direction is required.
Participate in department and company-sponsored meetings, training, and events.

WORKING SCHEDULE

Full-time: Minimum of three 12-hour shifts per week.
Part-time: Average of two 12-hour shifts per week.
Position may require weekends and holidays.
Schedule flexibility is required based on operational and patient-care needs.
Flexibility to work at All 4 Pulse MD Urgent Care locations.
Employees may be required to assist with coverage based on staffing and patient volume.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

High school diploma or equivalent required.
Medical Assistant certification preferred, if applicable to the position.
Current CPR and First Aid/BLS certification required.
Previous urgent care or outpatient medical experience highly desirable.
Previous phlebotomy and EKG experience highly desirable.
Ability to perform clinical procedures and testing following appropriate training and established protocols.
Strong customer service and interpersonal skills.
Strong verbal and written communication skills.
Intermediate to advanced telephone skills.
Basic to intermediate computer skills and ability to learn electronic medical record systems.
Ability to multitask effectively in a fast-paced environment.
Ability to transition between administrative and clinical responsibilities throughout the workday.
Ability to work effectively with minimal supervision while following provider direction and established protocols.
Ability to establish and maintain effective relationships with patients, families, providers, and coworkers.
Strong organizational and problem-solving skills.
Willingness to accept responsibility for actions and respond positively to feedback.
Ability to remain calm and professional when dealing with tense or difficult situations.
Ability to meet the physical demands of the position, including standing, walking, stooping, bending, lifting, moving equipment, and assisting with patient transfers as required.
Must be able to work effectively under pressure and adapt to changing patient and facility needs.

BENEFITS

Health benefits/healthcare contributions
401(k)
Certification reimbursement
Other benefits according to company policy

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