JOB TITLE: Receptionist
DEPARTMENT: Reception
REPORTS TO: Reception Supervisor
POSITION OVERVIEW:
For this position, receptionist will travel from 5 different clinical sites located in (2 sites) Bell Gardens, Hawaiian Gardens, Downey, and Maywood. Individual is responsible to take legible and informative messages. Maintains a friendly and courteous demeanor at all times with all patients with whom they interface.
DUTIES/RESPONSIBILITIES:
1. Facilitates patient registration/processing in order to reduce patient wait time.
2. Ensures all patients undergo client eligibility screening and documentation is maintained on file.
3. Explains clinic procedure, fee process, and general information to clients as needed.
4. Maintains cleanliness and organization of the reception area.
5. Review, corrects and obtains current patient information for all necessary documents and computer system.
6. References the provider calendar on a daily basis in order to become more aware of clinics daily expectations and scheduling availability.
7. Informs or refers any questions (when unsure), concerns, and/or patient grievances to the attention of the immediate supervisor to ensure appropriate handling of the situation.
8. Will work with the M.A. staff to promote a smooth patient flow.
9. Answer phone line and route calls to appropriate departments and individuals.
10. Responsible to ensure that all incoming appointments are scheduled in a prompt and timely manner.
11. Will schedule appointments in a fashion that encourages good patient flow.
12. Ensure that he/she conducts self in a clear and friendly manner when answering the phone.
13. Appropriately informs patients regarding all eligibility requirements and first visit to the clinic instructions as necessary.
14. Accurately answer all questions asked by the patient and transfer the call to the appropriate person when unsure of the answer.
15. Take accurate messages when unable to immediately schedule an appointment for the patient. Return the call as soon as available.
16. Responsible to ensure that requests for charts are processed in a timely manner, i.e. walk-in patients.
17. Will conduct in-house trainings as needed in order to ensure that all staff are well informed of the agency’s chart tracking system.
18. Responsible for pulling charts for audits, when required.
19. Conducts in-house audits to ensure that charts are accounted for as necessary.
20. Obtains Provider charts as required for audit review purposes.
21. Responsible to provide patient charts for peer review meetings when necessary.
22. Responsible for processing all received Release of Records (ROR) requests in a timely manner and releasing any request for records.
23. Responsible to have blank charts readily available for the reception department use.
24. Responsible for pulling charts for the following days appointments.
25. Ensures that all patient charts are appropriately labeled.
26. Responsible to ensure that all returned charts are filed appropriately.
27. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
28. Responds efficiently and timely to all patient and provider staff needs and inquiries.
29. Ensures excellent customer service to all FHCCGLA patients.
30. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
31. Handles patient grievances according to FHCCGLA’s Policy & Procedure.
32. Filing of laboratory reports.
33. Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
34. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.
35. Attends the following meetings/trainings:
36. Other pertinent meetings- As scheduled
37. Remains informed of:
38. All other duties as assigned.
MINIMUM QUALIFICATIONS:
1. Minimum high school diploma and/or G.E.D. equivalency.
2. FQHC experience, highly preferred.
3. Excellent analytical skills.
4. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
5. Excellent writing and verbal communication skills.
6. Knowledge of administrative principles and procedures.
7. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
8. Bilingual English/Spanish and familiarity with the Hispanic culture.
9. Access to automobile with valid California driver’s license and state mandated automobile insurance.
10. Work schedule may include evenings, overtime, and weekends as needed.
11. Ability to prioritize workload and work under pressure of deadlines.
12. Ability to meet tight time sensitive deadlines.
13. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
14. Willingness to adapt to changes with regards to the agency’s growth and expansion.
15. Ability to speak Spanish, preferred.
16. 1-2 years of experience.
17. Bilingual-English & Spanish
18. Reliable Transportation
19. Computer Literacy
ADDITIONAL ELIGIBILITY REQUIREMENTS:
1. Employees in these positions frequently operate a computer, read and write, and interact with others in person, over the phone, and via other devices. They move about within the facility in which their office is located to access file cabinets, documents, office machinery, and other equipment. They also travel within the facility in which their office is located and to other clinic locations. Persons in these positions frequently lift, carry, push and/or pull objects weighing up to 10 lbs. Persons holding these positions must have strong communication and organizational skills, and an ability to interact and work with others. They must be able to work under time constraints and deadlines.
2. Persons holding receptionist position are generally subject to inside environmental conditions having the lighting, temperature, and noise of an open floor-plan office environment.
3. Ability to work well with others in a professional and team-oriented environment.
4. Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
5. Ability to relate to the public regardless of ethnic, religion and economic status.
6. Excellent communication skills.
7. Willingness to travel.
8. Strong planning and organizational skills.
9. Problem analysis and critical thinking skills.
10. Excellent customer service skills.
11. Knowledge of the following (but not limited to), preferred:
My Health LA PPO’s HMO’s
Medicare Family PACT CPSP
Medi-Cal Fee-for-Service CHDP
Managed Care Plans Every Woman Counts
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