What are the responsibilities and job description for the Call Center Medical Receptionist position at Community of Hope?

Job Type

Full-time

Description

Are you excited about a new opportunity? Do you have a passion for providing high quality medical assistance and patient support? Are you mission-driven to help improve health and eliminate inequities in health outcomes in under-resourced communities in DC? Well, look no further! At Community of Hope, we have worked diligently to improve health and end family homelessness to make Washington, DC, more equitable. We believe everyone in DC should have access to good healthcare, a stable income, and home, and hope! If you are ready to make a positive difference in the community, this position is for you!

At COH, we strive for : Caring for Families. Improving Lives. Leading Change

Our Approach and Values :

We care for families by providing direct services with a focus on prevention, healing, and wellness.

We improve lives by building on families' strengths , honoring their choices, and taking a whole-family, multi-generational approach.

We lead and advocate for system change to address the effects of historical and current racial inequities on health outcomes and housing opportunities.

We embrace the diversity of our community , welcome all voices and perspectives, and treat everyone with respect, compassion, and integrity.

We strive for excellence in all that we do, implement evidence-based practices, measure our outcomes, and use this knowledge to continuously strengthen our work.

Position Summary : The Call Center Medical Receptionist ensures smooth patient flow by answering all phone calls in a timely and professional manner and transferring calls to the appropriate place, ensuring that patients have a positive phone experience when calling Community of Hope. This is a full-time position based out of our Family Health and Birth Center in NE, DC.

The pay rate for this position ranges between $21.63 - $24.03 per hour and the offer amount is determined by the candidate's education, qualifications, and experience. Indeed provides their own estimated salary calculator and is not affiliated with COH's range.

Highlighted Duties and Responsibilities :

Greets patients in a polite and professional manner on the telephone.
Answers and screens all telephone calls appropriately and independently while scheduling appointments, creating telephone encounters and forwarding them to the appropriate personnel within one business day.
Registers new patients in eClinicalWorks and verifies that existing patient registration is complete and all appropriate information are obtained for the patient account.
Verifies patients' insurances and determines any charges / copayments at the time of appointment scheduling or between 1 to 2 business days of visit. Documents findings in Billing Notes and Claim Data.
Refers patients to Enrollment Assister for insurance or sliding fee scale enrollment.
Monitors and responds in a timely manner to patient voicemails daily or as assigned.
Monitors and responds to telephone encounter queue daily or as assigned.
Monitors actions queue and calls patients to schedule follow-up appointments daily or as assigned.
Registers patients in eCW and obtains required documentation by completing the following :

a. Obtains and updates financial and / or all required personal information in eCW.

b. Sets all insurance plans within patients' accounts appropriately.

c. Obtains income information and answers all structured questions.

Updates demographic information at every patient phone call encounter.

Marks appointment statuses appropriately.

Verifies patients' insurances and determines any charges / copayments.

Monitors and responds in a timely manner to patient voicemails, telephone encounters, and actions daily or as assigned.

Reviews patient's Medical Authorization and sends telephone encounters for Release of Information and forms daily or as assigned.

Informs supervisor of double accounts, removes unnecessary alerts of accounts, and corrects spelling errors in patient accounts.

Secures patient information and maintains patient confidence by completing and safeguarding medical records and keeping patient information confidential.

Effectively uses de-escalation skills to manage any customer service problems with patients on non-clinical issues, troubleshoots the problem works to find a solution, and contacts supervisor for further assistance if an immediate solution is not available.

Explains and enforces the no show policy if a patient calls stating they are running more than 15 minutes late for their scheduled appointment and reschedule the patient's appointment when appropriate.

Attends regular staff meetings.

Cross trains and works at other COH sites for coverage when needed.

Calls emergency codes when onsite per the protocol when appropriate.

Performs other duties as requested by supervisor.

Requirements

Minimum Qualifications :

High School Diploma / GED required.

Experience with Electronic Medical Record. Experience with eClinicalworks preferred.

Strong customer service skills required.

Minimum of one year experience as a Medical Receptionist preferred.

Strong organizational skills and commitment to working in a professional environment.

Strong customer service skills.

Strong computer skills (MS Word, MS Excel, MS Outlook, Internet) required.

Ability to work a flexible schedule, including evenings and weekends required.

Ability to travel to work at other sites as needed required.

Bilingual preferred in English and Spanish / Amharic.

Proof of required vaccinations is required. This includes, but may not be limited to, Flu and Covid. COH will consider requests for reasonable accommodations for anyone who cannot be vaccinated for a religious or medical reason, subject to applicable law.

All Health Staff must receive the required vaccinations. This includes annual flu and covid vaccines. Medical or religious exemptions may be requested.

At COH, we understand the toll that the Covid-19 pandemic has taken on the workforce, which is why we prioritize the following well-being and work-life balance-centered benefits :

Remote work opportunities are available for many of our roles, promoting a culture of work-life balance.

8-hour workdays, which include a paid lunch

11.5 paid company holidays, 1 personal floating holiday, 15 days of paid vacation (increases to 20 after 3 years of service), and 12 days of paid sick leave on an annual basis

Annual performance-based raises, up to 5% of your annual pay

National Health Service Corps (NHSC) and DC Health Professional Loan Repayment Program (DCHPLRP) participants

Tuition reimbursement, loan repayment for clinicians, licensing reimbursement, and continuing education unit funds for licensed staff

Many opportunities for internal promotions and transfers across the agency as we continue to grow; we average 30 promotions each year

Ongoing internal leadership training for supervisors

Diversity, equity, and inclusion training and initiatives for all staff

Ongoing well-being activities, culture compact activities, and trauma-informed care initiatives

Medical / Dental / Vision Plans through CareFirst BlueCross Blue Shield

Life insurance, short-term disability, and long-term disability insurance

403(b) Retirement Plan

Flexible Spending Accounts for medical and dependent care reimbursable expenses

And much more!

About Us :

Community of Hope is a mission-driven, innovative, and rapidly growing nonprofit. For over 40 years, we have provided healthcare, housing, and supportive services for under-resourced, underserved and people experiencing homelessness in Washington, DC. As a Federally Qualified Health Center, we provide medical, dental, emotional wellness, and care coordination services for the whole family at three locations in DC. Community of Hope also strongly emphasizes maternal and child health, with midwifery practice and the only free-standing birth center in DC. In 2020, Community of Hope provided about 28,400 medical visits, 7,000 dental visits, and 10,000 behavioral health visits for about 11,000 patients. Community of Hope provides community walk-in COVID testing and COVID vaccines. Community of Hope is also one of the largest providers in DC of housing and support services for families and individuals experiencing homelessness. Through providing these programs, we live out our mission to improve health and end family and individual homelessness to make Washington, DC, more equitable. We were selected as one of The Washington Post 150 Top Workplaces in 2014, 2016, 2017, 2018, 2020, 2021 and 2024 based on feedback from our staff.

To request a reasonable accommodation to complete an employment application or for general questions about employment with Community of Hope, contact a Recruiting Coordinator. Email : hr@cohdc.org Phone : 202-407-7747. Community of Hope is an equal opportunity employer.

Salary Description

21.63 - $24.03

Salary : $22 - $24

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