FRONT DESK CLERK CALL CENTER -WOMENS HEALTH - Su Clinica : Job Details

GENERAL DESCRIPTION OF POSITION:

This position is vital in the delivery of healthcare. As the patient's first point of contact, patient communication, scheduling of appointments, team communication, documentation, and crucial essential elements as well as maintaining a safe and professional environment using patient centered medical home principles, policies and procedures.

ESSENTIAL JOB FUNCTIONS: (with or without accommodations)

Patient communication: Will greet patient by telephone in a pleasant and culturally and linguistically manner. Assure all patient questions are answered in a positive and cordial manner. All incoming calls are answered, patient appointments are given, and all other calls are routed to appropriate personnel/department or a patient case is taken and routed to the appropriate bucket or personnel. Communicates patient's problem/complaint to the supervisor or designee. Reinforces to the patients the importance of keeping appointments or communicating changes to those appointments.

Manages appointments: Schedules appointments as per policies and procedures. Manages and monitors patient reminders from EMR daily reports. Follows no show patient protocol. Initiates patient cases, as appropriate. Assures providers schedules are filled as per established protocols. Efficiently addresses any discrepancies in the scheduling process. Manages the patient ticker. Facilitates inter office referrals.

Team communication: Participates in team huddles to assure maximum appointments, gaps in the day, and works on same day access. Approaches patient care as a team involving clinical and non-clinical staff (e.g. Physicians, mid-levels, social worker, front office, call center) to achieve patient care objectives.

Management of documentation: Schedules appointments. Manages and monitors Provider's scheduled appointments. Manages and works the no show bucket daily. Checks in patients and completes visits. Initiate patient cases for the nurse on call and other departments to alert information regarding a patient, as necessary Provides patients with registration information when needed and schedules appointment with registration clerk at next available time for complete registration.

Demonstrates safe professional conduct: Maintains a friendly and safe environment for self and others. Refrains from texting and speaking on cell phone while on duty. Will maintain phone on mute to avoid hearing the ringing of personal cell phones. Refrains from informal communication with patients and others.

Employee use of any of the following sites while at work even in their own personal devices is considered misuse of working time. Popular social media or networking sites include but are not limited to Facebook, Twitter, Instagram, ,Linkedin, YouTube, Google+, Pinterest, Blogs, TikTok, Snap Chat. Employees, whether on clinic time or in their own time, are expected to remain professional in the use of this media. Su Clinica will not tolerate disclosure of Su Clinica trade information, private patient health information; make threatening remarks or harassing anyone.

Position directly supervised: None

Qualifications

Knowledge, Skills and Abilities: (use of equipment, job related knowledge, language, etc.)

Knowledge, Skills and Abilities: (use of equipment, job related knowledge, language, etc.)

Knowledge and proficiency of computer software (EMR, Microsoft Word, Excel, etc.) programs.

Knowledge of Su Clinica Policies and Procedures, cultural competency, safety, trauma informed care, etc.

Knowledge of HIPPA

Customer relations and communication skills

Time Management Skills

Skilled in excellent interpersonal skills reflecting clarity, diplomacy and communications effectively.

Skilled in following through, multi-tasking, prioritizing and attention to detail in a fast-paced environment

Ability to learn PCMH Model, Accountable Care Organization (ACO)

Ability to read, write and spell correctly in English and Spanish.

Able to bend, stretch, stoop, stand, sit, and lift

Able to lift 20 pounds

Ability to maintain an effective working relationship with the public and coworkers

Ability to work in a fast paced environment

Ability to maintain a positive work environment

Ability to prepare records in accordance to detailed instructions.

Ability to maintain a flexible work schedule. (Follow overtime policy)

Ability to recognize, evaluate, solve problems, and correct errors.

Ability to resolve patient service issues and exercise independent judgment.

Ability to apply critical thinking skills while performing daily responsibilities.

Ability to present positive image of Su Clinica.

Ability to fully comply with the enhanced infection control requirements of the clinic.

Minimum Qualifications/Certificates/Licenses/Registrations Required:

High School Diploma or GED, with one year experience as front desk clerk/appointments clerk, in a hospital or clinic setting preferred or High School Diploma or GED, with a Medical Office Specialist certificate. Must be Bilingual English/Spanish. Excellent customer service skills a must.

Special Instructions: This position requires travel. Employee must provide transportation. If employee operates a personal motor vehicle in the performance of their official duties, the employee must possess a current valid Texas driver's license for the appropriate type of vehicle and Texas Liability insurance. This position requires that an employee's driving record be verified with law enforcement to ensure compliance with SCF's driving policy.

Due to the nature of SCF Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community.