This role is the first point of contact for patients and the public at the Health Center. It involves handling incoming calls, scheduling appointments, making follow-up calls, and providing accurate information. The representative exchanges pertinent information, answers questions, and offers guidance, supporting the smooth running of the front office and the delivery of quality patient care.
Responsibilities
Handle incoming calls from patients and the public
Schedule appointments
Make follow-up calls to patients
Provide accurate information
Exchange pertinent and non-routine information
Answer questions and offer guidance face to face, through written correspondence, or via telephone
Maintain documentation and records
Facilitate the smooth running of the front office
Support the delivery of quality patient care
Call patients and arrange appointments with their primary care providers for specific reasons in a caring and professional manner
Arrange appointments for established patients with chronic conditions in need of a follow-up visit, test, or treatment that has not been performed
Arrange appointments for patients who have been assigned to CLCHC by a managed care plan but have not been seen by CLCHC within the year
Arrange appointments for patients who have been discharged from the hospital after an inpatient stay within a specified number of days
Arrange appointments for patients who have been in the ER within 3 days from discharge from the ER
Arrange appointments for patients who have missed medically necessary visits
Schedule appointments for x-rays, lab visits, vaccinations, etc.
Update patient information and patient registration
Assist with the referral process
Attend all required meetings
Consistently demonstrate and uphold CLCHC's principle of providing quality health and human services to the medically underserved and low-income populations in a culturally sensitive manner
Perform all other duties as assigned
Requirements
High school graduate or its equivalency
Experience in medical front office procedures preferred
Knowledge of medical terminology
Ability to always demonstrate the highest level of performance and behavior standards
Excellent customer service skills
Ability to effectively and respectfully handle dissatisfied patients
Demonstrated attention to detail
Ability to multi-task and be flexible
Knowledge of standard office machines including copier, fax, multi-line telephone, printers, etc.
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Tailored applications submitted
Ability to be a team player; support and assist team members
Bilingual in English/Spanish required
Prior experience working with underserved populations preferred
Demonstrated ability to exercise sound judgment and decision-making
Ability to communicate clearly and effectively
Ability to plan and be organized
Ability to work well under pressure, take initiative, and be flexible
Ability to maintain confidentiality of patient information and company records
Ability to exhibit good interpersonal communications skills
Professional appearance and demeanor
Ability to convey a positive and professional image to the public and patients
Demonstrated proficiency in various PC applications, including E-mail, Microsoft Excel, and Word, Internet and networking
Demonstrated ability to learn EHR and follow instructions in that system
Required to know, follow, and enforce safe work practices, and be aware of company policies and procedures related to job safety, including safety rules
Valid California Driver License and automobile insurance coverage
Subject to a criminal background check prior to employment
TB clearance, to be renewed every year
Annual Influenza vaccination
Benefits
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Vision insurance
Important Details
Working conditions: Normal office environment with occasional walking, reaching with hands and arms, stooping and kneeling
Ability to handle multiple tasks while also being tactful, diplomatic, and empathetic
Ability to organize and schedule work effectively
Ability to communicate effectively and tactfully with staff, managers, and other levels of personnel, in person and on the telephone
Protects patients' rights by maintaining confidentiality of personal and financial information
Maintains operations by following policies and procedures; reporting needed changes
Contributes to team effort by accomplishing related results as needed
About the Company
CLCHC provides health and human services to medically underserved and low-income populations.
