FRONT DESK CLERK

GENERAL DESCRIPTION OF POSITION:

This position is vital in the delivery of health care. As the patients first point of contact patient communication, scheduling of appointments, team communication, documentation, and crucial essential elements as well as maintaining a safe and professional environment using patient centered medical home principles, policies and procedures.

ESSENTIAL JOB FUNCTIONS: (with or without accommodations)

Patient communication: Will greet and welcome the patient face to face or by telephone in a pleasant and culturally and linguistically manner. Assure all patient questions are answered in a positive and cordial manner. All incoming calls are answered and routed to appropriate personnel. Communicates patients problem/complaint to the supervisor or designee. Reinforces to the patients the importance of keeping appointments or communicating changes in their appointments.

Manages appointments: Schedules appointments as per policies and procedures. Calls and reminds patients of their appointment. Follows up on no show patients. Initiates phone notes. Assures providers schedules are as per established protocols. Efficiently addresses any discrepancies in the scheduling process. Handles the recall appointments by calling or mailing reminders.

Team communication: Actively participates in team huddles to assure maximum appointments, gaps in the day, and works on same day access.

Management of documentation: Records the appointments of the day. Identifies the no shows. Checks in patients. Initiate notes for the nurse on call or others to alert information regarding a patient. Makes sure that pre-summaries are completed.

Demonstrates safe professional conduct: Maintains a friendly and safe environment for self and others. Response to emergency situations as per training. Refrains from texting and speaking on the cell phone while on duty. Will maintain the cell phone on mute to avoid business interruptions. Refrains from informal communication with patients and others. Fully participates in the performance improvement and follows all the Clinic policies and procedures. Attends work on a regular and predictable schedule in accordance with Clinic leave policy and performs other duties as assigned. Responsible for their own safety as well as the safety of others.

Position directly supervised: None

Knowledge, Skills and Abilities: (use of equipment, job related knowledge, language, etc.)

Knowledge of front desk procedures, techniques, and practices.

Knowledge of computer software (EMR, Microsoft Word, Excel, etc.) programs and other office equipment..

Knowledge of Su Clinica Policies and Procedures, cultural, safety etc.

Customer relations and communication skills

Skilled in excellent interpersonal skills reflecting clarity, diplomacy and communicates accurately and effectively.

Skilled in following through, multi-tasking, prioritizing and attention to detail in a fast paced environment.

Ability to learn PCMH Model, Accountable Care Organization (ACO)

Ability to read, write and spell correctly in English and Spanish

Able to lift 20 pounds

Ability to prepare records in accordance to detailed instructions.

Ability to maintain a flexible work schedule.(follow overtime policy)

Ability to recognize, evaluate, solve problems, and correct errors.

Ability to resolve patient service issues and exercise independent judgment

Ability to apply critical thinking skills while performing daily responsibilities.

Ability to present positive image of Su Clinica

Ability to fully comply with the enhanced infection control requirements of the clinic.

Minimum Qualifications/Certificates/Licenses/Registrations Required: High School Diploma or GED. Must be Bilingual (English/Spanish). Graduate of an accredited Medical Office Specialist program or minimum of one year front desk clerk/appointments clerk or receptionist experience. Work experience in a clerk or hospital setting preferred. Excellent customer service skills is a must.

Special Instructions: This position requires travel. Employee must provide transportation. If employee operates a personal motor vehicle in the performance of their official duties, the employee must possess a current valid Texas drivers license for the appropriate type of vehicle and Texas Liability insurance. This position requires that an employees driving record be verified with law enforcement to ensure compliance with SCFs driving policy.

Due to the nature of SCF Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community.