GENERAL DESCRIPTION OF POSITION:
This position is an essential administrative support role that is the first point of contact with patients visiting the clinic. This is a full scope front desk function position able to handle any incoming calls, check in and register patients, verify and correct, if necessary, patient contact information and insurance coverage, confirm appointments, register new patients, greet the patients, reach out to the no show patients, and address any patient concerns and know when to escalate to the Nursing Supervisor or WHC Program Manager. Will maintain an attractive lobby area and communicate with patients when provider is delayed. Address any unusual patient behavior or report it to supervisory personnel. Maintain a safe and professional environment using patient centered medical home principles, policies and procedures. Will be responsible to ensure the patient experience in the front desk area are exceptional.
Patient communication: Acknowledges and greets every patient in a pleasant and cultural and linguistic manner. Assures all patient questions are answered in a positive and cordial manner. Researches answers when not positive on the response. Answers all incoming calls, schedules patient appointments, and all other calls are routed to appropriate personnel/department, or a patient case is created and routed to the appropriate personnel. Communicates patient’s problem/complaint to the supervisor or designee. Reinforces to the patients the importance of keeping appointments or communicating changes to those appointments. De-escalates any patient loud or aggressive behaviors by remaining respectful and seeking assistance.
Manages appointments: Schedule appointments as per policies and procedures. Manages and monitors patient reminders for EMR daily reports. Follows “no show” patient protocol. Initiates phone notes, as appropriate. Assure providers schedules are as per established protocols. Efficiently addresses any discrepancies in the scheduling process. Manages the patient ticker. Facilitates interoffice referrals.
Team communication: Participates in team huddles to assure maximum appointments, gaps in the day, and work on same day access. Approaches patient care as a team involving clinical and non-clinical staff (e.g. Physicians, advanced practice providers, social worker, front office, call center) to meet the patients’ needs.
Management of documentation: Manages and monitors Provider’s scheduled appointments. Manages and works the no show daily. Checks in patients and completes visits. Initiates patient cases for the nurse on call and other departments to alert information regarding a patient, as necessary. Will work with nursing staff when patients bring in documents to complete such as FMLA, release to work, etc. Provides patients with registration and special Women’s health state programs information. Will have patients complete request for the transfer of medical records from another facility or to another facility. Will document any cash or other forms of payments made.
Demonstrates safe professional conduct: Maintains a friendly and safe environment for self and others. Refrains from texting and speaking on cell phone while on duty. Understands must maintain phone on mute to avoid hearing the ringing of personal cell phones. Refrain from informal communication with patients and others. Employee use of any of following sites while at work even on their own personnel devices is considered misuse of working time. Popular social media or networking sites include but are not limited to Facebook, Twitter, Instagram, LinkedIn, YouTube, Google+, Pinterest, Blogs, TikTok, Snap chat. Employees, whether on clinic time or in their own time are expected to remain professional in the use of this media. Su Clinica will not tolerate disclosure of Su Clinica trade information, private patient health information; make threatening remarks or harass anyone.
Position directly supervised: None
Knowledge, Skills and Abilities: (use of equipment, job related knowledge, language, etc.)
Skilled in organizational and time management
Skilled in de-escalation of difficult conversational situations
High School Diploma or GED, with one year experience as patient service representative, front desk clerk/appointments clerk, in a hospital or clinic setting. Medical Office Specialist Certificate may substitute for the one year experience.. Must be Bilingual English/Spanish.
Special Instructions: This position requires travel. Employee must provide transportation. If employee operates a personal motor vehicle in the performance of their official duties, the employee must possess a current valid Texas driver’s license for the appropriate type of vehicle and Texas Liability insurance. This position requires that an employee’s driving record be verified with law enforcement to ensure compliance with SCF’s driving policy.
Due to the nature of SCF Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care of patients and to maintain service to the community.
