Important: Covid-19 Protocol for Visitors to Shasta Ortho  


TITLE: Reception Representative
DEPARTMENT: Shasta Orthopedics & Sports Medicine
RESPONSIBLE TO: Office Manager

KNOWLEDGE: High school diploma is required.  Vocational/College education preferred.

SKILLS: Overall knowledge of medical and business office procedures. Computer and business machine skills.  Basic knowledge of ICD-9 and CPT Coding, and Medical terminology skills. Experience in insurance eligibility and benefit verification.  Knowledge of confidentiality issues involved with release of medical information.  Alpha/Numeric filing experience. Excellent reading, writing, communication and math skills.  Ability to interact with public in a professional and courteous manner. Ability to establish and maintain effective working relationships with providers, staff, patients and the public.  Ability to exercise initiative, judgment and decision-making in meeting departmental goals and objectives.

EXPERIENCE: Minimum of 2 years of medical office, or billing experience in a physicians office, Ambulatory
Surgery Center, hospital or similar medical facility preferred.


RESPONSIBILITIES include, but are not limited to, the following:

DEFINITION: An individual who is responsible for accurate and timely scheduling, greeting and registration of patients to Shasta Orthopedics & Sports Medicine. Obtains patient and insurance demographics. Assures that all patients’ demographic and insurance information is obtained, documented and archived. Coordinates activities with physicians and other departments to ensure schedule is correct and communicates patient arrival time.  Explains Shasta Orthopedics & Sports Medicine policies regarding consent for treatment, payment of charges and services available, etc.  Assigns patient medical record and account numbers.  Initiates the administrative and medical record.  Handles routine patient/guest inquires and problems.


  • Manages provider’s appointment schedule according to established parameters.
  • Receives and greets customers and patients. Interviews patient, guardian, obtain, record and archive demographic and insurance information.
  • Records patient demographic and insurance information in computer in a timely and accurate manner.
  • Initiates the medical record ensuring charts are complete and in order prior to service.
  • Generates registration and other documents as necessary, obtains patients or responsible persons signatures.
  • Ensure patient or guardian understands and signs registration / conditions of treatment, and insurance forms when
  • Arranges for interpreter services if needed and transportation services.
  • Prepare and distribute daily schedules to appropriate departments.
  • Accepting payments and issuing receipts.
  • Answers telephone; takes and relays messages in a timely manner, pages overhead, monitors and responds to all alarms and emergency procedures.
  • Pulls and files charts for patient appointments, staff, physicians and/or other requests; ensures all charts are organized to protocol.
  • Maintains inventory of supplies and equipment necessary for departmental function.
  • Take prompt initiative in solving problems.
  • Inform Manager promptly of issues impacting departmental activities.
  • Actively participate in all training, educational sessions and meetings.
  • Attend and participate in Departmental Staff and other meetings as necessary.
  • Understand and perform in compliance with all applicable clinic and departmental policies and procedures.
  • Ensure compliance and perform duties within ethical, legal, organizational and budgetary standards.
  • Attain departmental goals and objectives.
  • Be positive and pleasant.


  • Observes established SOSM and department policies and procedures, including confidentiality, safety, infection control and other environmental regulations.
  • Works collaboratively with others toward improving organizational performance and supports goals and objectives of the organization.
  • Meets organizational standard for attendance, punctuality and use of break times.
  • Maintains and enhances competency through in-services, staff meetings and educational programs.
  • Observes dress code per organizational and departmental standards.


  • Interacts effectively with all customers, both internal and external, including patients, guests, Apogee SurgeryCenter, hospital staff, physicians and their offices, and other SOSM departments to accomplish departmental functions.
  • Represents the organization in a professional manner at all times.
  • Assertively and professionally works to resolve difficult interactions with physicians, co-workers, visitors or personnel from other departments; uses chain of command to promptly address departmental operation concerns, and unresolved issues with others.
  • Addresses cultural, religious and other special needs of patients, families and staff.


This position has no supervisory responsibilities.


Position requires prolonged standing or sitting, as well as frequent bending, stooping or stretching.  Employee may be required to lift up to 20 pounds.  Employee must have good eye-hand coordination, manual dexterity, and the ability to distinguish letters or symbols.  The position also requires the use of the office equipment such as computer terminals, telephones or copiers, and normal vision range and the absence of color-blindness.


Work is performed in an office environment.  Contact with staff, patients and the public is part of the position.