Job Description:
Phone Operator/ Medical Receptionist Reports To: Front Office Supervisor
Status: Full-Time, Non-Exempt
Position Summary: A team player with the willingness to learn and adapt to a fast paced work environment. Bilingual in Spanish/English for translation, greet patients, check patient in/out, schedule appointments, answer calls, process and distribute mail and collect co-payments. Provide backup assistance within department areas as appropriate. The IHC is a Patient Centered Health Home and all employees are an integral part of this model of care delivery.
Duties & Responsibilities: - Directs calls to the appropriate extensions by following the Medical Appointment Tree. Routes messages and uses electronic software to send messages to the appropriate triage personnel or resource as needed
- Conduct phone intakes for managed care patients who have been assigned to IHC
- Assist the Front Office staff with the daily pre-registration of patients scheduled for appointments
- Schedules and confirms medical appointments. reschedules, cancels, performs patient call backs, and checks voice mail throughout the day
- Routes new patients to the Eligibility Coordinator for program eligibility
- Complies with IHC's HIPAA and Privacy Rules
- Uses efficient and clear communication at all times
- Greets all patients arriving to our clinic in a friendly and professional manner including staff, vendors, providers, and community members
- Performs data entry of insurance information and processes patient co-payments
- Prepares intake information for medical staff using HIPAA guidelines
- When requested, collects and deposits money at the end of every shift in accordance with the policy and procedures
- Maintains and organizes filing systems and is knowledgeable in the operation of office equipment and software programs
- Asks for assistance if needed when directing incoming patients and visitors to the appropriate department or provider
- Attends and participates in all departmental meetings
- Archive copies of all forms used by the front office staff
- Keeps a clean, clutter free work area at all times
- Adheres to Finance policies when registering patients for appointments and labs
- Participate as a proactive representative of the Patient Centered Health Home
- Perform duties utilizing the Team-Based Approach
- Perform other duties as assigned
Required Qualifications, Knowledge &Abilities: - Requires a high school diploma or GED
- Medical Administration Assistant certificate or similar medical certificate is preferred
- Prefer prior experience working in a similar medical position or customer service related position with at least one year working experience
- Fluent in English and Spanish (ability to read, write, and speak) required
- Previous knowledge of office practices and procedures in the medical field preferred
- Ability to follow written and oral instructions
- Basic bookkeeping experience
- Flexibility, initiative, reliability, and creativity
- Excellent customer service skills required
- Excellent phone skills required
- Familiarity with medical computer software and data entry
- Experience using Microsoft Office software packages (Word, Excel, and PowerPoint)
- Knowledge of and ability to work with the American Indian community and other minority populations
- Ability to maintain strict confidentiality