Patient Registration Technician - Full Time - Dental CET

Customer Experience Technician

Looking to fill: Full Time

MISSION: To provide clinical excellence with outstanding patient experience while ensuring that all members of the community have access to quality, comprehensive, patient-centered health care.

COMPANY INFORMATION: As a federally qualified health center (FQHC) we serve all people with quality healthcare, dignity, and respect. We envision a seamless health care delivery system that is proactively responsible for the medical, dental and psychosocial needs of underserved individuals, children and families residing in Kalamazoo County.

POSITION SUMMARY: Greets and assists in the registration of patients by providing outstanding quality care to the population served. Verifies patient information, schedules appointments, and collects payments. Accurately enters demographic and insurance/billing information in a timely manner and understands the impact to the patient and organization when missing or inaccurate information is entered. When identified, refers patients to Financial Counselor for financial assistance. Possess the ability to multi-task and quickly recall specific provider requirements for scheduling. The position is located in a high traffic, high volume area, the ideal candidates will be able to focus on such environments. Other duties as assigned.

DUTIES AND RESPONSIBILITIES:

• As the Center's first point of contact the Customer Experience Technician will skillfully communicate with patients in person and over the phone by quickly screening calls and routing patients to the proper department or person.
• Collects current patient demographic information such as name, address, age, persons to notify in case of emergency, and individual or insurance company responsible for payment of bill.
• Understands how to use the functions and features of the individual telephones, as well as the functions and features of the facility switchboard and other computer systems.
• Performs filing and insurance research.
• Explains Family Health Center's regulations regarding payment of accounts.
• Assists with patient flow and schedules medical appointments, while using department approved scripting to communicate effectively and consistently with patients.
• Responsible for collecting payments and issuing receipts to patients. Tallies receipts and monies at the end of the shift. Understands and complies with the Center's policies governing cash receipts and balance sheet requirements.
• Maintains confidentiality and complies to HIPAA regulations in written and oral situations
• Oversees the patient waiting area, coordinates patient movement, and reports problems or irregularities to the Manager or other appropriate managers and directors.
• Participates in the employee scheduling rotation process in order to provide proper, weekend and evening coverage of the front desk and call center functions.
• When applicable, the Customer Experience Technician will provide center-wide translation assistance for the Center's non-English speaking patients
• Other duties as assigned.

TYPICAL WORKING CONDITIONS:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually quiet.

TYPICAL PHYSICAL DEMANDS:

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel.
• Must be able to talk or hear.
• The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

QUALIFICATIONS:

• To perform this job successfully, an individual should possess basic computer skills and possess the aptitude to learn additional software as introduced into the job.
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.

EDUCATION/EXPERIENCE/CERTIFICATIONS/LICENSES:

• High school diploma or general education degree (GED) required.
• Medical Administrative Assistant certification preferred.
• Prefer two plus years of experience in a healthcare setting; or equivalent combination of education and experience.
• Bilingual (English and Spanish) desired.

Family Health Center has the right to modify the duties and functions of the job description based on the needs of the organization.