RECEPTION OPERATIONS **

Effective Date: 
Sun, 09/01/1996
Reviewed: 
Mon, 07/19/2021
Revised: 
Mon, 07/19/2021
Policy: 

Reception staff (Patient Support and Medical Assistants) are the front line contact with telephone calls, appointment making, students with questions, visitors and patients needing directions. In addition their duties include: Same Day Clinic & scheduled appointment check in, appointment review, general administrative support, managing the patient message binder, tracking returned crutches and as needed and if trained, cash register operation as needed.

All students seeking Same Day Clinic services make their own appointment on i-Pads. The front desk staff will call the students up to the front desk  in the order that they arrive, unless the receptionist feels that a nurse needs to be called for an urgent situation.

All demographic and insurance information is checked and updated during appointment making and again at check in.

Reception staff are responsible for a variety of daily/weekly/monthly administrative support tasks including:

  • Review and maintenance of crutch rentals; forwarding charge slips to the Billing Department  when crutches have not been returned
  • If trained and as needed, assisting Pharmacy staff in the operation and reconciliation of the Student Health Center cash register where payments are taken for Student Health Center charges.   Because the cash register function is located in the Pharmacy, the Ancillary Services Coordinator provides general supervision and back up support.   (see "Cash Register Operations and Cash Handling" policy   http://shs-manual.ucsc.edu/policy/cash-register-operations-and-cash-handling-procedures-shc-pharmacy)

Specific details on Reception staff tasks can be found in the Patient Support Binders located at each Reception desk. These resources contain current Reception training materials and are routinely updated.

Procedure: 

Reception staff (Patient Support and Medical Assistants) are the front line contact with telephone calls, appointment making, students with questions, visitors and patients needing directions. In addition their duties include: Same Day Clinic & scheduled appointment check in, appointment review, general administrative support, managing the patient message binder, tracking returned crutches and as needed and if trained, cash register operation as needed.

All students seeking Same Day Clinic services make their own appointment on i-Pads. The front desk staff will call the students up to the front desk  in the order that they arrive, unless the receptionist feels that a nurse needs to be called for an urgent situation.

All demographic and insurance information is checked and updated during appointment making and again at check in.

Reception staff are responsible for a variety of daily/weekly/monthly administrative support tasks including:

  • Review and maintenance of crutch rentals; forwarding charge slips to the Billing Department  when crutches have not been returned
  • If trained and as needed, assisting Pharmacy staff in the operation and reconciliation of the Student Health Center cash register where payments are taken for Student Health Center charges.   Because the cash register function is located in the Pharmacy, the Pharmacy Director provides general supervision and back up support.   (see "Cash Register Operations and Cash Handling" policy   http://shs-manual.ucsc.edu/policy/cash-register-operations-and-cash-handling-procedures-shc-pharmacy)

Specific details on Reception staff tasks can be found in the Patient Support Binders located at each Reception desk. These resources contain current Reception training materials and are routinely updated.