LOCATION:Chenming & Margaret Hu Medical Center
JOB SUMMARY:
Under the direction and minimal supervision of the Clinic Site Manager, functions as the lead staff by providing supervision and work direction to Patient Service Representatives and Medical Phone Receptionist. These duties are in addition to performing all duties of a Patient Services Representative. Patient Services Representatives are cross-trained to perform all the duties at the front desk area outlined in this generic job description. The assignment of tasks and the percentage of time spent in each area are determined by the Clinic Site Manager, which varies by the employee and can change over time as work demands at the front desk area change
Essential Job Functions
- Greets registers patients and updates records.
- Follows up and carries out insurance verification and policy requirements, updates system information, verifies the financial status of patients, and provides fee information.
- Takes incoming phone calls when necessary; over the telephone, schedules appointments.
- Collects insurance co-payments during the check-in process.
- Provides general information (e.g., client limits of insurance and payment responsibilities of the client for services) and assistance to all visitors in the waiting room.
- Schedules eligibility appointment with Membership Services for the patient as necessary.
- Processes paperwork for programs such as Women, Infants & Children (WIC), Children’s Health Development (CHDP), Medicare Supplement (MSP), Breast Cancer Early Detection (BCEDP), and Indigent Drug (IDP).
- Supervises Patient Services Representatives and Medical Phone Receptionist.
- Coordinates staffing, back-up coverage, works in conjunction with Lead Medical Interpreter and Clinic Site Manager to ensure efficient and effective delivery of patient services.
- Schedules assign, monitors, and reviews the work of Patient Service Representatives and Phone Receptionist.
- Provides training, guidance, leadership, and support to the team members.
- Orients new staff and retrains staff as needed.
- Reviews the timesheet and submits to Clinic Site Manager.
- Coordinates information and announcements from Clinic Site Manager to staff.
- Handles patient complaints.
- Troubleshoots problems arising at the front desk.
- Performs Patient Service Representative duties as needed.
- Assists patients in completing forms, including CHDP forms and medical record release.
- Assists providers in completing forms for disability, WIC, pregnancy verification and requests to verify patient status.
- Provides interpretation services at the front desk and to medical providers, as needed.
- Assists medical records in pulling charts, as necessary.
- Assists the receptionist in answering, screening, and routing telephone calls.
- Supports the billing department by posting medical entries as necessary and required.
General Agency/AHS Duties
- Fosters an environment that promotes trust and cooperation among clients and staff.
- Enforces clinic policies and procedures, including maintenance of client confidentiality under HIPAA privacy rules, to ensure that the principles of AHS are implemented.
- Plays an active role in planning organization-wide activities such as AHS general membership meetings, fundraisers, special clinic days, and other events.
- Participates in general membership meetings, fundraisers, and other public events, as required.
- Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
- Attends AHS staff retreats and Board of Directors meetings, as required.
- Participates in agency-wide quality improvement program processes and performance improvement teams to ensure excellence in the quality of services provided across the agency.
Mininum Qualifications
- A high school diploma or GED
- Two years’ work-related experience in a clinic setting or equivalent combination of education and experience
- Bilingual/bicultural in an Asian language - Cantonese
Preferred Qualifications
- Commitment to working in the Asian community, to community health care with familiarity with community health clinics preferred
Knowledge, Skills & Abilities
- Providing interpreting services for patients.
- Computer systems and input of information.
- Work with minimal supervision and make decisions where limited guidance is available.
- Work under pressure and in a team environment.
- Work evenings and/or weekends.
- Interact sensitively with patients and providers.
- Exercise sound judgment within the scope of authority and practice.
- Collaborate with other members of the health care team on an ongoing basis.
- Establish and maintain effective working relationships with those contacted in the course of work.
- Demonstrate appropriate interpersonal and communication skills, both oral and written.
- Ability to communicate effectively, get along with coworkers and management, and deal effectively and professionally under pressure.
Certifications, Licenses, Registrations
- HIPPA Training Certifications
PHYSICAL & WORK DEMANDS:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job the employee is regularly required to talk or hear. The employee is required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to lift 10 to 25 pounds.
- The job requires mobility to work in a clinical setting, strength to lift, carry and position supplies and equipment; vision to read handwritten and printed materials and observe patients; hearing and speech to converse in person and by telephone. The job is performed in noisy, crowded conditions, a moderate-to-loud work environment, with potential exposure to infectious disease through contact with patients and specimens at the front desk.
Physical & Work Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job the employee is regularly required to talk or hear. The employee is required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to lift 10 to 25 pounds.
- The job requires mobility to work in a clinical setting, strength to lift, carry and position supplies and equipment; vision to read handwritten and printed materials and observe patients; hearing and speech to converse in person and by telephone. The job is performed in noisy, crowded conditions, a moderate-to-loud work environment, with potential exposure to infectious disease through contact with patients and specimens at the front desk.
PI273033080
