FRONT DESK ASSOCIATE

FRONT DESK ASSOCIATE

Acts as a member of the Operations Team in the role of one or more of the following positions: Telephone Operator, Front Desk Receptionist, Appointment Scheduler, Medical Records Clerk, or Interpreter Services. FCHC Core Demonstrates a commitment to FCHC mission and vision. Demonstrates a positive attitude towards patients, employees, role, and the health center. Demonstrates FCHC core values (accountability, courtesy, excellence, flexibility, integrity, respect). Customer Service and Professionalism Smiles and makes appropriate contact, greets individuals upon entry into the building and space. Is customer service oriented to both internal (colleagues) and external (patients, clients, vendors, etc.) customers and treats patients, customers and colleagues with dignity and respect. Provides timely response to requests, tasks, and inquiries. Demonstrates good service turnaround. Demonstrates good communication skills and communicates in a tactful manner. Exhibits conflict resolution skills to foster effective working relationships and embraces a team approach. Adheres to FCHC’s dress code policies. Employee appearance and grooming are appropriate. Show(s) Consistently shows commitment to position and team performance (attendance and punctuality). Considers and accepts cultural differences of others; works well with individuals of diverse backgrounds, supporting a culture of justice, equity, diversity, and inclusion. Participates in training and professional development and completes required trainings in a timely manner. Safety Adheres to and promotes a culture of safety and cleanliness. Adheres to HIPAA/Confidentiality standards. Is respectful of FCHC property, properly and safely uses Health Center Equipment. Primary Responsibilities – Front Desk Associate Receives incoming telephone calls; answers all calls, schedules patient appointments, and creates detailed messages for appropriate staff. Screens incoming calls for providers, routes calls to the appropriate provider or clinical staff using established criteria. Reschedules patients or cancels providers’ schedules when necessary. Orients new staff to the telephone system. Performs other duties as assigned. Front Desk Receptionist Responsibilities Greets incoming patients and visitors utilizing excellent customer service skills. Ensures all necessary consent forms are completed by patients annually. Obtains financial documentation to facilitate the Center’s Sliding Fee Scale Program. Obtains insurance information and verifies coverage prior to patient appointments. Utilizes the telephone and paging system to help patients receive services as necessary. Creates and updates patients’ electronic health record (EHR), including scanning registration forms and organizing records. Updates patient record for changes in any demographic information. Connects patients to the appropriate resource to answer inquiries regarding sliding fee schedule, insurance, collections, etc. Assists patients in participating in special programs by giving out and assisting with applications. Collects payments and provides receipts. Promotes activities such as patient portal enrollment to improve clinic engagement. Submits money collected and payment journal at the end of the day. Secures money drawers at all times. Appointment Scheduler Responsibilities Schedules appointments for patients in person or via telephone, monitors cancellations, and reschedules appointments. Primarily responsible for the recall list, if applicable. Schedules appointments for specific patient populations at the direction of clinical staff. Performs other duties as assigned. Medical Records Clerk Responsibilities Ensures all loose chart forms are scanned and filed appropriately on the electronic health records. Imports documents into the patient’s electronic health record and forwards them to staff following SOP. Requests medical records from outside entities as directed by the provider. Downloads medical records from health record systems and imports them into the patient’s EHR. Faxes appropriate correspondence as needed. Picks up medical records information from providers and nursing staff and faxes, mails or delivers necessary information to outside entities as requested by the provider. Interpreter Services Responsibilities Schedules interpreters for all patients (both in person and utilizing Video Remote Interpreting). Schedules transportation for all patients as needed. Verifies insurance for all non-English speaking patients. Works with non-English speaking patients on identifying health insurance options. Periodic Duties Contributes to Health Center community health activities outside of regular job responsibilities. Participates in Health Center staff problem solving groups. Attends and participates in department meetings, etc. as assigned. Performs other duties as assigned. Working Relationships Inside Health Center: All inclusive. Outside Health Center: Patients/Clients, students, vendors, community health agencies, hospitals, insurance companies, Medicare/Medicaid, physician offices, etc. Qualifications High School Diploma or G.E.D. equivalent required. One year medical office work experience or equivalent required. Ability to type 40 WPM preferred. Knowledge of medical terminology preferred. Must possess excellent computer, communication, and customer service skills. Must possess excellent organizational skills. Bi-lingual speaking skills a plus. Confidentiality Respect for and maintenance of client and staff confidentiality is required. The above responsibilities/duties describe the chief function (requirements) of the job (holder) and are not to be considered a detailed description of every responsibility/duty (requirement) of the job (holder). #J-18808-Ljbffr Family Centers Health Care