LEAD FRONT DESK ASSOCIATE

Description

I. BASIC FUNCTION:

Assists the Operations Director with coordination of functions in the Operations Department. Acts as a member of the

Operations Team in the role of one or more of the following positions: Telephone Operator, Front Desk Receptionist,

Appointment Scheduler, Medical Records Clerk, or Interpreter Services.

All employees of FCHC must ensure service standards are delivered, including:

FCHC Core

Demonstrates a commitment to FCHC mission and vision.

Demonstrates a positive attitude towards patients, employees, role, and the health center.

Demonstrates FCHC core values (accountability, courtesy, excellence, flexibility, integrity, respect).

Customer Service and Professionalism

Smiles and makes appropriate contact, greets individuals upon entry into building and space.

Is customer service oriented to both internal (colleagues) and external (patients, clients, vendors, etc.)

customers. Treats patients, customers and colleagues with dignity and respect.

Provides timely response to requests, tasks, and inquiries. Demonstrates good service turnaround.

Demonstrates good communication skills and communicates in a tactful manner.

Exhibits conflict resolution skills in order to foster effective working relationships and embraces a team

approach.

Adheres to FCHC’s dress code policies. Employee appearance and grooming appropriate.

Show(s)

Consistently shows commitment to position and team performance (i.e., attendance and punctuality).

Consideration and acceptance of cultural differences of others; works well with individuals of diverse

backgrounds, supporting a culture of justice, equity, diversity, and inclusion.

Participates in training and professional development and completes required trainings in a timely manner.

Safety

Adheres to and promotes a culture of safety and cleanliness.

Adheres to HIPPA/Confidentiality standards.

Respectful of FCHC property, properly and safely uses Health Center Equipment.

II. INTRADEPARTMENTAL RELATIONSHIPS:

Department Officer: Chief Operations Officer

Reports to: Operations Director and/or Patient Access Manager

Supervises: Operations Specialists, when necessary

JOB DESCRIPTION

DEPARTMENT: HEALTH OPERATIONS

JOB TITLE: LEAD FRONT DESK ASSOCIATE

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III. PRIMARY RESPONSIBILITIES:

A) TELEPHONE OPERATOR:

1. Receives incoming telephone calls. Answers all incoming phone calls, schedules patient appointments and

creates a task with a detailed message for appropriate staff.

3. Screens incoming calls for Providers. Routes calls to appropriate provider or clinical staff using established

criteria.

4. Reschedules patients/cancels providers’ schedules when necessary.

5. Orients new staff to the telephone system.

6. Performs other duties as assigned.

B) FRONT DESK RECEPTIONIST:

1. Greets incoming patients and visitors utilizing excellent customer service skills as noted under Service

Standards.

2. Ensures all necessary consent forms are completed by patients annually.

3. Obtains financial documentation from each patient/family unit in order to acquire information necessary for the

Center’s Sliding Fee Scale Program. Obtains insurance information and verifies coverage prior to patient

appointments.

4. Utilizes the telephone and paging system to help patients receive services as necessary.

5. Creates and updates patients’ electronic health record (EHR). This includes scanning the registration forms

which are reviewed for completion and placed into the appropriate categories in the electronic health record.

6. Updates patient record for changes in any demographic information. Makes appropriate changes in the

electronic health records (EHR).

7. Connects patients to the appropriate resource to handle or answers patients’ inquiries regarding sliding fee

schedule, insurance, collections, etc.

8. Assists patients in participating in special programs by giving out applications and assisting patients in the

completion of applications.

9. Collects payments of fees for current or previous visits. Provides receipts of payments to patients.

10. Promotes activities such as patient portal enrollment to improve clinic engagement.

LEAD FRONT DESK ASSOCIATE

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11. Submits money collected and payment journal at the end of the day.

12. Secures money drawers at all times.

13. Performs other duties as assigned.

C) APPOINTMENT SCHEDULER:

1. Schedules appointments for patients in person or via telephone, monitors cancellations, and reschedules

appointments, primarily responsible for the recall list, if applicable.

2. Schedules appointments for specific patient populations at the direction of clinical staff.

3. Performs other duties as assigned.

D) MEDICAL RECORDS CLERK:

1. Ensures all loose chart forms, including consult notes, progress notes, lab reports, and immunizations are

scanned and filed appropriately on the electronic health records. These documents are imported into the

patient’s electronic health record and forwarded to staff at FCHC following FCHC’s medical standard operating

procedure (SOP) for FCHC scanning procedure.

2. Requests medical records from outside entities as directed by the provider.

3. Downloads medical records from health record systems and imports medical records into a patient’s electronic

health record. These records are downloaded, imported and forwarded to staff FCHC following FCHC’s

medical records standard operating procedure.

4. Faxes appropriate correspondence as needed.

5. Picks up medical records information from providers and nursing staff and faxes, mails or delivers

electronically any necessary information to outside entities as requested by provider.

6. Performs other duties as assigned.

F) INTERPRETER SERVICES:

1. Schedules interpreters for all patients (both in person and utilizing Video Remote Interpreting - VRI).

2. Schedules transportation for all patients as needed.

3. Verifies insurance for all non-English speaking patients. Works with non-English speaking patients on

identifying health insurance options.

4. Performs other duties as assigned.

LEAD FRONT DESK

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IV. LEAD FRONT DESK ASSOCIATE RESPONSIBILITIES:

1. Prepares work schedules for Operations Staff, ensuring appropriate staff levels.

2. Provides direction, instruction, and support to Operations Staff during Operations Director’s and/or Patient

Access Manager’s absence.

3. Provides orientation, training, implementation, and coordination of staff. Orients staff to changes in work

procedures and duties.

4. Maintains medical records and ensures the availability of medical records

5. Oversees the registration processes.

6. Functions as fill-in for all positions performed by Operations Staff as needed.

7. Helps with general site operations including building maintenance and security, equipment and supply

maintenance and basic financial functions, time clock and payroll, etc., as required.

8. Provides feedback to Operations Director and/or Patient Access Manager for staff performance evaluations.

9. Handles patient grievances and assists Operations Director and/or Patient Access Manager with staff issues.

V. PERIODIC DUTIES:

1. Contributes to Health Center community health activities outside of regular job responsibilities.

2. Participates in Health Center staff problem solving groups.

2. Attends and participates in department meetings, etc. as assigned.

3. Performs other duties as assigned.

VI. WORKING RELATIONSHIPS:

Inside Health Center: All inclusive.

Outside Health Center: Patients/Clients, students, vendors, community health agencies, hospitals, insurance

companies, Medicare/Medicaid, physician offices, etc.

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VII. QUALIFICATIONS:

1. High School Diploma or G.E.D. equivalent required.