Job Details

SUMMARY:

Greets clients at reception desk and manages a multiple line telephone system for the Ambulatory Section. Provides intake and scheduling services for clients by performing the following duties

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Level I

• Understand and comply with HIPAA and other regulations concerning client confidentiality.
• Greet clients in a courteous and friendly manner. Customer service skills to include listening closely to client, provide clear verbal communication, ability to empathize with client, and understanding of organizational protocol and guidelines
• Identifies clients using at least two identifiers.
• Answers telephone in a courteous and efficient manner, routes calls to appropriate person or department, takes accurate messages and delivers them to the appropriate person in a timely manner. Documents calls in the client's chart.
• Schedules and coordinates appointments. Confirms appointments by telephone and by mail to ensure client/clinic follow through.
• Attempts to deescalate any client complaint and engages supervisor promptly as needed.
• Manage client schedule system to ensure optimum utilization of provider time. Communicates changes and/or problems with schedules to Providers, FOA Supervisor, and Nurse Supervisor.
• Obtains specified information from client such as age, insurance coverage, and symptoms, and records information onto prescribed forms. Copies insurance cards and forwards to billing office.
• Gives client patient plan documents upon checkout.
• Operates photocopiers, fax machines and various other office equipment.
• Communicates with clinical staff to facilitate efficient client flow and meet client needs.
• Communicates any emergency immediately to appropriate clinical staff. Initiates calling of codes as appropriate.
• If appropriate to clinic site, assists in scanning of client information to Electronic Medical Record according to Medical Records policy and procedure.
• If appropriate to site, responsible for collecting correct co-payments and balancing cash drawer daily.
• If appropriate to clinic site, assists with distribution of client medications and maintains appropriate logs as outlined in SOP. Returns to pharmacy any uncollected medications in prescribed timelines.
• Gives general information about client care and answers telephone.
• Attends department meetings and other assigned meetings.
• Maintains a professional, organized, and clean working environment by following organizational policies, guidelines, and safety standards.
• Must be willing to learn more about the American Indian culture and attend at least one Cultural Presentation/Training per year.
• Must be willing to work with American Indian/Alaska Native people and demonstrate cultural awareness and humility
• Must be willing to deliver services in a culturally responsive manner.
• Adheres to accreditation and compliance standards/guideline
• Other duties may be assigned.

Level II - In addition to the above-mentioned duties

• Assists with training new staff.
• Assists in development of departmental policy, procedures, and quality improvement activities within the clinic as directed.
• Assumes independent responsibility for a specific clinical activity or function; for example, coordinate client recall groups.
• Sets up appointment schedule into computer system.
• Maintains GSA logs and other routine logs as assigned. Directs logs to appropriate locations at months end.
• Orders office supplies
• Room requisition, coordination of meeting space allocation.
• Participates in accreditation preparation.
• Acquires customer service certifications/training related to role.
• Assumes independent responsibility for a specific clinical activity or function; for example, coordinate client recall groups.
• Partially cross trained to Medical Assistant, Client Records, or Member Services roles.
• Participates in leadership/management training.

SUPERVISORYRESPONSIBILITIES:

• This position has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The 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. All individuals must demonstrate a commitment to the provision of culturally sensitive counseling services to American Indians.

EDUCATION/EXPERIENCE: Educational degrees must be from a US Department of Education accredited school

Level I

• Must have a High School diploma or equivalent.
• Experience in medical setting preferred.

Level II - in addition to above:

• Three (3) years direct experience in a front office medical setting -OR-
• Associates Degree and two (2) years direct experience in a front office medical setting.