GENERAL DESCRIPTION OF POSITION:
Performs all duties which involve active interaction with the patient, over the phone or in person, in a manner which ensures the patient has a pleasant and satisfactory experience. All interaction with the patient is in adherence to the PCMH principles, policies, and procedures with a focus on customer relations. Serves as a member of the PCMH primary care team by providing excellent customer service, accurate and timely appointment information and working with the team to assure same day access is available for patients wanting to see their primary care provider and to assure continuity of care as their schedule allows. Follows SC policies and procedures that are essential in carrying out the patient health care plan.
Additional/extended hours on Saturday, with rotated schedule.
ESSENTIAL JOB FUNCTIONS: (with or without accommodations)
Patient Communication: Greets, welcomes and answers the questions of patients accessing the Clinic, via phone or in person, in a positive and professional manner. Assures communication with the patient is culturally and linguistically appropriate. When arriving a patient, acknowledges the questions as presented by the patient. Works with patients identified as having to complete a pre-visit summary while the patient waits. Processes incoming patient referrals for dental services. Answers inbound calls forwarded to the dental department on inquiries regarding appointments, billing or general information. If a phone call is not appointment related, will answer questions in a positive and professional tone and will route the call to the appropriate personnel, if necessary. When scheduling appointments, works with the patient to appropriately arrange appointments that meets the need of the patient. Makes arrangements for interpretation services, if needed. Reinforces to the patient the importance of keeping appointments or communicating changes to those appointments, and reminds them to bring all medications they are currently taking. Communicates patient’s problem, complaint or any unresolved issues to the supervisor or designee.
Manages Appointments: Schedules patient appointments for the Dental department and records the appointments into computer. Assures all patient information in the computer is current, makes necessary changes and stresses to the patient the reasons why information must be current. Verifies providers’ schedules are populated and maximized and addresses any discrepancies in the scheduling process. While exiting the patient, reminds the patient of the importance of keeping an appointment or cancelling an appointment. Initiates notes and phone notes to other personnel to alert information regarding a patient, as necessary. Calls to remind patients of their appointments and completes a pre-visit screening questionnaire. Follows up and reschedules no show appointments. Must maintain full schedules at all times for assigned providers. Mails appointment reminders, cancellations and appointment needed letters to patients.
Team Communication: Works closely with the clinical staff to ensure patients’ needs are known. Actively participates in team huddles to assure maximum appointments, gaps in the day and opportunities for same day access. Approaches patient care as a team involving clinical and non-clinical staff, (e.g. Physicians, mid-levels, educators), to achieve patient care objectives. Assists other dental personnel as directed or needed. Assists with reports, as required. Attends trainings/meetings when requested.
Billing: Reviews patient encounter forms daily to verify charges and obtains proof of financial coverage. Completes all patient visits upon receiving the disposition slip from the nurse or patient. Screens patients for eligibility of state programs. Provides patients with registration information, when needed. Verifies insurance and sliding fee scale eligibility and enters into system, as needed. Receives and posts payments received on accounts for services rendered at the dental clinic and ensures account balances are current and accurate. Maintains a cash box and prepares a deposit closing report and submits report to the responsible party on a daily basis. Maintains weekly and monthly reports.
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. Attends work on a regular and predictable schedule in accordance with clinic leave policy. Performs other duties assigned. Refrains from informal communication with patients and others. Responsible for their own safety as well as the safety of others.
Position directly supervised: None
Knowledge, Skills and Abilities: (use of equipment, job related knowledge, language, etc.)
Knowledge of front desk procedures, techniques, and practices.
Knowledge of Su Clínica policies and procedures.
Knowledge of computer software programs.
Skilled in excellent customer relations and communication skills.
Skilled in the use of a computer and typing, that includes Microsoft Word and Excel.
Skilled in telephone etiquette.
Skilled in excellent follow through skills, multi-tasking, prioritization and attention to detail.
Skilled in communicating accurately and effectively with all levels of staff and management.
Strong sense of professionalism and active listening skills.
Ability to fully comply with the enhanced infection control requirements of the clinic.
Ability to work in a fast paced positive environment.
Ability to speak, understand and write Spanish and English.
Ability to read, write and spell accurately.
Ability to maintain a flexible work schedule.
Ability to operate a keyboard, telephone, and other office equipment.
Ability to resolve patient service issues and exercise independent judgment.
Ability to write and speak in a clear, accurate and professional manner.
Ability to apply critical thinking skills while performing daily responsibilities.
Ability to prepare records in accordance to detailed instructions.
Ability to recognize, evaluates solve problems and correct errors.
Ability to maintain client and office confidentiality.
Ability to work well under pressure and willingness to cross-train others.
Ability to present a positive image of Su Clínica.
Minimum Qualifications/Certificates/Licenses/Registrations Required: High school or GED. Must be Bilingual, English/Spanish. Minimum of one year front desk clerk or appointments clerk experience. Work experience in a clinic or hospital setting preferred.
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 SC’s driving policy.
This position requires handling cash, collections, payments, billing, purchasing or inventory duties and as such will require taking no less than five (5) consecutive days of accrued annual leave days per year. Therefore, five of the accrued annual leave days will be reserved for this purpose.
Due to the nature of SC Services, it is necessary for employees to work extended hours, including Saturdays, or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community.
