JOB TITLE: Floater M.A./Receptionist

DEPARTMENT: Back Office

REPORTS TO: Operations Manager

POSITION OVERVIEW:

To assist patients to understand recommendations given by their health care providers; performs patient care functions; answers and screens medical calls; post patient’s information to medical records and provides support in planning continuity of treatment.

DUTIES/RESPONSIBILITIES:

1. Participates with medical/Interdisciplinary team to coordinate and facilitate patient flow and chart management.
2. Responsible to take legible and informative messages.
3. Maintain a friendly and courteous manner at all times with all patients/staff they interface.
4. Patient registration/processing in a timely manner to reduce patient wait time.
5. Ensure all patients eligibility is verified a day prior, document on insurance details and scanned on patients chart.
6. Ensure fee patients are properly screened for any eligible program. Make sure to scan eligibility screening/documentation on patients chart.
7. Explain clinic procedure, fee process, and general information to clients as needed.
8. Undertakes continuous self-improvement, attending applicable training, seminars, in-services and educational classes to maintain skills competency and current knowledge for standard of care and effective practices.
9. Responsible for following all agency safety and health standards, regulations, procedures, policies and practices.
10. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
11. Responds efficiently and timely to all patient and provider staff needs and inquiries.
12. Ensures excellent customer service to all FHCCGLA patients.
13. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
14. Handles patient grievances according to FHCCGLA’s Policy & Procedure.
15. Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
16. 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.
17. Attends the following meetings/trainings:
    1. Mandatory Quarterly Staff Meeting/Trainings- Quarterly (Jan., Apr., Jul. & Oct.)
    2. Corporate Risk Management Meeting- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
    3. Clinical & Operations (C&O) Meeting- As needed (advanced notice will be provided when feasible)
    4. Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)
18. Other pertinent meetings- As scheduled
19. Remains informed of:
    1. Current legal and regulatory changes related to scope of practice.
    2. Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
    3. All applicable Policies & Procedures
20. Maintain a Positive, self-motivated attitude at all times.
21. Performs point of care glucose testing and spot hemoglobin, documents performance of, and results, in EHR.
22. Assists with obtaining authorizations for services, ensures all required medical justification is collated and submitted, as needed.
23. Escorts patients from the reception area to all patient areas (i.e. consult room, exam room, procedure room, lab draw room, check out).
24. Reviews healthcare questionnaire for completeness and ensures any missing information is obtained.
25. Notifies treating provider when patients are ready to be seen and expedites smooth patient flow.
26. Consistently ensures all patient care areas are kept clean and tidy; changes beds (paper/linen) after each patient encounter, removes soiled linen (gowns/robes/pillow cases/sheets/blankets) and ensures clean linen is always available.
27. Proactively prepares supplies and equipment for minor procedures. (i.e. Biopsies, injections, suture removal, wound debridement).
28. Conducts a weekly check of supplies to ensure none are expired.
29. Checks all sharps container receptacles on a daily basis and ensures any full containers are replaced; full containers stored in the dirty utility room for pick-up.
30. Ensures all patient identifying information is HIPAA compliant; removes any patient identifying information and ensures it is scanned into the EHR or placed in the confidential bin for shredding as needed. Reports any issues with broken equipment and ensures it is removed and sent for repairs.
31. Schedules ordered tests as appropriate.
32. References the provider schedule on a daily basis in order to become more aware of clinics daily expectations and scheduling availability.
33. 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.
34. Will work with the M.A. staff to promote a smooth patient flow.
35. Ensure to call all new patient no shows/reschedule appointments.
36. Ensure to enroll patients to patient portal.
37. Responsible of posting charges for Laboratory and for Medications. 
38. Answer telephone calls, explains clinic process, fee schedules, and services to clients.  Provides general information to caller, and refers calls to the provider when necessary.
39. Ensuring appointments are scheduled in a prompt and timely manner.
40. Will schedule appointments in a fashion that encourages good patient flow.
41. Ensure that he/she conducts self in a clear and friendly manner when answering the phone.
42. Appropriately informs patients regarding all eligibility requirements and first visit to the clinic instructions as necessary.
43. Accurately answer all questions asked by the patient.
44. Patients and/or parent/guardian will be informed regarding services, contraindications, procedures, after care instructions, or counseled based on the payer requirements.
45. Assist clients in completing the medical history and medical program intake forms, and/or consents, ensuring that the patient understands when obtaining patient signature.
46. Review patient chart for completeness, errors, signatures and appropriate assembly.
47. Measures, records in NextGen and reports (to provider) vital signs, weight and height in the electronic healthcare record.
48. Assists clinicians with medical examinations as needed.
49. Makes and documents appropriate referrals and forwards them in a timely manner to the referrals clerk to ensure patient care & compliance according to agency standards.
50. Prepares treatment rooms for examination of patients.
51. Cleans and sterilizes instruments.
52. Gives injections or treatments, and performs routine laboratory tests.
53. Makes sure that all necessary equipment are available in the rooms.
54. Ensure that labs are sent to the correct laboratories, according to the patient insurance.
55. Able to cover all departments Pediatrics, Women’s health, General medicine.
56. Operates electrocardiograph (EKG), and other equipment to administer routine diagnostic test or calls medical facility or department to schedule patients for tests.
57. Consistently ensures to check oxygen tank on a weekly basis.
58. Ensures crash cart has been checked on a monthly basis.
59. Other duties as assigned to you by this agency.

MINIMUM QUALIFICATIONS:

• M.A. Certificate, required.
• FQHC experience, highly preferred.
• Excellent analytical skills.
• Current CPR Certification- required to be kept up to date.
• Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
• Excellent writing and verbal communication skills.
• Knowledge of administrative principles and procedures.
• Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
• Access to automobile with valid California driver’s license and state mandated automobile insurance.
• Work schedule may include evenings, overtime, and weekends as needed.
• Ability to prioritize workload and work under pressure of deadlines. 
• Ability to meet tight time sensitive deadlines.
• Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
• Willingness to adapt to changes with regards to the agency’s growth and expansion.
• Ability to perform tasks in changing work environment.
• Adaptability to program, changes, modifications.
• Spanish speaking, required.
• Willingness to adapt to changes in agency growth and expansion.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

1. Observes regulations on time card use and reporting.
2. Maintains attendance as per policy.
3. Maintains a clean and safe work area.

1. Conducts only work-related conversations when clients are waiting for service.
2. Does not discuss other staff members, policies, problems or medical care in public areas of the clinic.
3. Ability to work well with others in a professional and team-oriented environment.

7. Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
8. Ability to relate to the public regardless of ethnic, religion and economic status.

4. Excellent communication skills.
5. Willingness to travel.

11. Strong planning and organizational skills.
12. Problem analysis and critical thinking skills.
13. Excellent customer service skills.
14. 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