Appointment Clerk/Medical Receptionist - Call Center

Under the direction of the Supervisor, Medical Reception the Appointment Clerk/Medical Receptionist performs a variety of tasks for the agency, as it is the first point of contact via telephone for prospective patients with the clinic. The position is considered a crucial link between the patient and the care delivered by the clinical and service staff of the center. This individual must work collaboratively with all Clinical Services staff in support of direct patient services, exhibiting flexibility and a “can-do” attitude. Patient services are the key priority in this position, requiring the Appointment Clerk/Medical Receptionist to serve as a point of contact with other internal and external departments, all with the goal of fostering an environment that promotes patient comfort and trust. The position must exemplify the core values and mission of the organization, consistently exercising utmost discretion, diplomacy, and tact in interactions with patients and staff.

Schedule: This is a full-time position, working 40 hours per week, typically Monday through Friday, with occasional Saturday hours.

About TVHC: Tiburcio Vasquez Health Center is a nonprofit community health center dedicated to promoting the health and well-being of our community by providing accessible, high-quality care through the integration of primary care, dental care, WIC support, mental health counseling, community health education, and more.

Benefits: We offer excellent benefits, including: medical (100% paid co-payments, premiums, etc.), dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, retirement plans with an Employer match, tuition reimbursement, monthly treats, pet insurance, and more.

Compensation: $22.00 - $23.39 per hour, depending on experience.

This position is represented by SEIU, with compensation and benefits determined by the terms of the Collective Bargaining Agreement (CBA). Salary is based on the wage scales outlined in the agreement. Beyond base pay, TVHC provides a comprehensive compensation package that supports the health, wealth, and career development of our employees.

Responsibilities

• Performs day-to-day administrative functions and general office duties.
• Provides information to Clinic callers according to the Clinic’s Policies and Procedures; transfers calls as needed; works with central reception to ensure adequate phone coverage at all times.
• Welcomes and greets patients/clients/visitors to the department in a manner that is helpful and friendly; determines the purpose of the visit and directs patients/clients/visitors to the appropriate person or department(s).
• Schedules patient flow to the clinic based on predetermined appointment arrangements to allow the clinic to serve an adequate number of patients as established by grant requirements.
• When scheduling an appointment, carefully screens patients for new address, new patient visits or update registration and informs patients of adequate information that must be presented at the time of visit.
• Adheres to all Clinic policies on safety and security; maintains restricted areas safe by safeguarding keyless entry codes and computer system passwords in strict confidentiality.
• Must exercise utmost diplomacy and tact to provide excellent customer service for patients; practice confidentiality and privacy protocols in accordance with Clinic policies and HIPAA requirements.
• Maintains patient waiting areas, office files, and front-desk areas in a manner that is organized and neat.
• Informs the patient of any existing balance noted in the computer and requests that the patient be prepared for any payment due at the time of the visit.
• Calls patients daily to confirm the next day’s appointment.
• Verifies method of payment for service (MediCal, Medicare, private insurance, private payee, Healthy Families, etc.) and collects data and/or payment as appropriate.
• Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
• Attends scheduled department staff and clinical meetings.
• Performs all duties and services in full compliance with TVHC’s Service Excellence Standards.
• Performs all duties in support of successful EHR/EPM implementation.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and expectations required of the position.

Requirements

• High school diploma or GED required.
• Bilingual in English and Spanish required.
• Minimum of one (1) year of healthcare experience is highly preferred.
• Minimum of one (1) year of call center experience is highly preferred.
• Prior administrative or clerical experience in a clinical or community-based setting is highly preferred.

Qualifications

• Intermediate to advanced phone skills; able to effectively relate via the telephone and in-person to serve the needs of patients/clients/visitors in a manner that is efficient and productive.
• Must be highly flexible; able to accommodate the changing needs of the department.
• Knowledge of basic math and modern office procedures.
• Ability to work well under pressure with minimal supervision. Proven flexibility and willingness to handle a variety of tasks.
• Willingness to work evenings and/or weekends.
• Ability to travel to designated locations as required by supervisor.
• Basic to intermediate computer knowledge and skills.
• Training and/or experience with computer data entry and the ability to type a minimum of 45 WPM.