Front Office Clerk

Job Description

Job Description

INTRODUCTION:

Central Neighborhood Health Foundation is a Federally Qualified Healthcare Center committed to the Triple Aim as described by the Institute for Healthcare Improvement.

Improving the US Health Care System requires simultaneous pursuit of three aims: 1) improving the experience of care, 2) improving the health of populations, and 3) reducing per capita costs of health care. Preconditions for this include the enrollment of an identified population, a commitment to universality for its members, and the existence of an organization (an "integrator") that accepts responsibility for all three aims for that population.

SUMMARY:

The Front Office Clerk / Receptionist serves as the primary point of contact for patients, providing professional customer service and administrative support. This role is responsible for scheduling appointments, answering and directing calls, entering accurate patient information into the EMR, and assisting with front office operations. The position requires strong communication, multitasking abilities, and strict adherence to patient confidentiality and HIPAA standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following functions:

1. Schedule appointments for patients:

• Answer the telephone promptly and in a polite and professional manner.

• Obtain and enter accurate demographic information in the EMR (address, telephone number, name of insurance or self-pay status).

• Schedule appointment correctly; review appointment date, time, location, and provider name with the caller.

• Inform the caller of items to bring to the appointment (including insurance card, medications, office visit fee, and verification of income, if applicable).

• Remind the caller to arrive 15 to 30 minutes before the scheduled appointment to complete paperwork.

• Remind the caller of the cancellation/no-show policy.

• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.

• Make Televisit appointments.

2. Act as liaison for the patients and the Health Center:

• Direct calls to other departments as needed.

• Use sound judgment in handling calls, especially with upset patients.

• Understand when to escalate calls to physicians, practice managers, and triage nurses.

3. Service Patients:

• Make reminder calls as requested.

• Make calls to reschedule appointments when necessary.

• Provide assistance with mailings and other projects as call volume permits

4. Other reasonable related duties as assigned by supervisor or manager.

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION AND/OR EXPERIENCE: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

NECESSARY SKILLS: 

• Excellent verbal and written communication skills.

• Excellent interpersonal, customer service, and conflict resolution skills.

• Excellent organizational skills and attention to detail.

• Excellent time management skills.

• Strong analytical and problem-solving skills.

• Must be effective and efficient in delivering culturally competent care to patients.

• Must have the ability to exercise sound judgment.

• Must be well organized, a self-starter, and possess excellent telephone communication skills.

WORK ENVIRONMENT  

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 qualified individuals with disabilities to perform the essential functions. Variations in conditions may occur under certain circumstances.

CONFIDENTIALITY 

Maintains patient, employee, and Foundation confidentiality at all times, discussing patient or employee business only with appropriate parties who have a bona fide need to know; and communicating only the minimum amount of information necessary with respect to protected health information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 (HIPAA). 

1. AGREEMENT AND ACCEPTANCE 

2. I HAVE READ THE ABOVE JOB DESCRIPTION AND FULLY UNDERSTAND THE REQUIREMENTS SET FORTH AND WILL PERFORM ALL DUTIES AND RESPONSIBILITIES TO THE BEST OF MY ABILITY.