In the performance of their duties, all Haak'u Health Center (HHC) employees are expected to uphold the organization's mission, values, and commitment to excellence by:
- Maintaining the highest standards of patient confidentiality and privacy in accordance with HIPAA and all applicable federal, state, tribal, and organizational requirements.
- Demonstrating professionalism, integrity, and ethical conduct in all interactions and decision-making,
consistent with healthcare industry standards.
- Fostering respectful, honest, and collaborative relationships with patients, families, colleagues, vendors, and
community partners.
- Promoting a culturally respectful, inclusive, and compassionate environment that honors the traditions,
values, and diversity of the communities served while supporting HHC's mission and strategic goals.
- Complying with all Haak'u Health policies, procedures, regulatory requirements, and accreditation
standards.
- Maintaining accountability for quality, patient safety, regulatory compliance, and ethical practice while
contributing to a culture of continuous improvement and organizational excellence.
POSITION PURPOSE
The Patient Services Representative serves as the first point of contact for patients and visitors at the outpatient clinic. This position greets and assists patients, answers telephone calls, provides general information, schedules appointments, and supports daily front-office operations. The position helps ensure patients receive timely, respectful, and culturally responsive service.
ESSENTIAL DUTIES, FUNCTIONS & RESPONSIBILITIES
- Welcome patients, visitors, vendors, and employees in a friendly and professional manner.
- Ask visitors how they may be assisted and direct them to the appropriate department or service area.
- Answer incoming telephone calls promptly and courteously.
- Identify the caller’s needs and transfer calls to the appropriate employee or department.
- Provide general information about clinic hours, services, locations, and contact information.
- Take accurate messages and deliver them promptly when staff are unavailable.
- Notify the appropriate department or employee when a visitor arrives.
- Assist patients and visitors with basic directions and general questions.
- Monitor the reception area and immediately report safety concerns, unusual activity, or emergencies.
- Maintain a clean, organized, and welcoming front entrance and reception area.
- Follow visitor access, identification, and sign-in procedures.
- Protect patient and organizational confidentiality and comply with HIPAA requirements.
- Maintain current clinic directories, telephone lists, and general resource information.
- Assist individuals who need language, mobility, or other accommodation by contacting the appropriate staff.
- Receive and route mail, packages, and deliveries when assigned.
- Follow clinic policies, customer-service standards, and emergency procedures.
- Perform other related duties as assigned.
MINIMUM MANDATORY QUALIFICATIONS:
- High school diploma or GED.
- At least 18 years of age.
- Basic computer and telephone skills.
- Ability to read, write, speak, and understand English.
- Ability to pass required background checks and pre-employment screenings.
- Ability to maintain required certifications or training assigned by the clinic.
MANDATORY KNOWLEDGE, SKILLS, ABILITIES & OTHER QUALIFICATIONS:
- Knowledge of basic office procedures and customer-service practices.
- Basic computer skills, including the ability to use email, electronic systems, and standard office software.
- Accurate typing and data-entry skills.
- Ability to operate a multi-line telephone system and standard office equipment.
- Ability to communicate professionally with patients, visitors, and employees.
- Ability to protect confidential information and comply with HIPAA requirements.
- Strong organizational, time-management, and attention-to-detail skills.
- Ability to manage multiple tasks in a busy clinic environment.
- Ability to remain calm, courteous, and professional when handling difficult situations.
- Ability to work independently and as part of a healthcare team.
- Ability to interact respectfully with individuals from diverse cultural and social backgrounds.
- Ability to understand and follow written and verbal instructions.
POSITION PREFERENCES
- Previous healthcare front-office experience
- Electronic Health Record experience
- Medical terminology
- Tribal/IHS experience
- Bilingual English/Keres
WORK ENVIRONMENT:
Physical Requirements:
Work is primarily performed at the front desk of a busy outpatient healthcare clinic. The position requires frequent computer and telephone use, prolonged sitting, and regular interaction with patients, visitors, employees, and vendors. The employee must be able to manage multiple tasks and communicate professionally with individuals regarding a variety of routine and, at times, complex or sensitive matters.
The employee must have sufficient vision to accurately read computer screens, surveillance monitors, and written documents. Effective hearing and verbal communication skills are required for interacting with patients, visitors, and staff. The employee must occasionally be able to lift, carry, push, or pull items weighing up to 50 pounds and may assist with moving equipment, securing designated areas, or supporting emergency response activities.
Mental Demands: The employee must effectively prioritize competing demands, maintain concentration in a fast-paced environment, exercise sound judgment, and communicate professionally with patients, visitors, and staff regarding routine and occasionally sensitive or complex matters.
EQUAL OPPORTUNITY EMPLOYER/PREFERENCE
Haak’u Health is an equal opportunity employer and hires individuals for vacant positions solely upon the basis of their qualifications for the job to which they have applied. It is the policy of Haak’u Health to grant preference in employment to qualified Indians and to provide special consideration to qualified Pueblo of Acoma citizens.
All employees must fully uphold all principles of confidentiality and patient care and as required by HHC policies and procedures. This position has access to sensitive information, and a breach of these principles will be grounds for immediate termination.
Incumbent may be required to operate a government-owned or leased motor vehicle for official purposes and requires a state operator's license (Class D).
Disclaimer: The information on this position description has been designed to indicate the general nature and level of work performance by employees in this position. It is not designed to contain, or be interpreted as, a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. Employees will be asked to perform other duties as needed.
