Receptionist I

Receptionist

The Receptionist role is a crucial link between CHCFC patients and the care delivered by clinical staff at the health center. Receptionists are responsible for providing exceptional customer service. The receptionist's primary responsibility is to ensure a positive patient experience during the face-to-face interaction that occurs with the check-in and check-out processes.

Reports To: Patient Services Department Site Lead

FLSA Status: Non-exempt

Primary Responsibilities:

• Greets patients and visitors in a professional and welcoming manner
• Prepares and processes all required patient registration information
• Responsible for checking patients in upon arrival, and checking patients out before they depart the Health Center
• Schedules patient appointments and follow up treatment
• Communicates insurance concerns or issues to patients during the check in process.
• During phone volume surges that outpace the Central Patient Service Department capacity, the receptionist also answers phone calls and retrieves messages from a multi-user queue in a professional and welcoming manner, and redirects calls as needed
• Creates Good Faith Estimates for patients who are responsible for the payment of fees for treatment
• Accurately enters and updates patient information in the Electronic Health Record, to include insurance, pharmacy, or patient demographic changes reported during check-in or check-out
• Refers patients to Community Health Worker department to address gaps in insurance and other social determinants of health concerns
• Reviews patient records four days prior to their scheduled appointment for appropriate, accurate, and complete documentation. Follows up on any missing, incomplete, or inaccurate information
• Monitors reception and waiting areas to provide timely updates on appointment delays or patient concerns
• Records and processes patient payments through a third party payment system, and reconciles all cash, credit, and check payments with system records at the end of each shift
• Adheres to CHCFC policies and procedures pertaining to patient care
• Maintains HIPPA compliance for patient safety
• Utilizes appropriate translation services, via telephone or in person, for patients who require language interpretation
• Facilitates communication among multiple workgroups within the Health Center and throughout the community
• Performs other related duties as required or assigned by the Site Lead
• Requires travel to other CHCFC sites. Attendance required at any CHCFC site(s) as assigned

Required Skills, Education & Experience:

Skills: Strong commitment to CHCFC Mission required. Strong interpersonal and communication skills required. Knowledge of HIPAA, office operations, ability to navigate within an Electronic Patient Record, and advanced computer operations preferred.

Education: High school diploma or equivalent required; Associate's degree or advanced training in skills related to medical/dental office setting preferred.

Experience: Ability to work with a diverse population and sensitivity to low-income populations required. Medical or dental office experience preferred. Public health or Federally Qualified Health Center experience preferred. Bilingual/bicultural background preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand, walk, sit, use the hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Must be able to lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Working Conditions:

While performing the required duties of this job, the employee is exposed to weather conditions prevalent when traveling between Health Center locations where medical care is provided. This position performs tasks that involve exposure to blood, body fluids or tissues.

This job description is subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the employee works. Performs other duties as assigned.