Overview:

To efficiently manage the front desk operations of a Federally Qualified Health Center (FQHC), ensuring a welcoming and organized environment for patients, accurate registration and scheduling processes, timely communication with clinical staff, and adherence to confidentiality and compliance standards, ultimately contributing to the delivery of high-quality care and a positive patient experience

Duties and Responsibilities:

• Welcome patients in person or by telephone in a warm receptive manner.
• Explain the services available including payment policies and sliding fee discounts.
• Screen new BH patients and schedule appointments as established in the policies and procedures.
• Reschedule BH patients as needed for patient cancellation or provider cancellation.
• Schedule follow-up appointments at end of clinic visits for all BH providers.
• Provide data entry, general office duties, and administrative support for BH
• Register patient information at check-in within the electronic health record (EHR) at every visit.
• Ensure that all health information recording by follow documentation requirements.
• Answer all incoming BH calls and route them to the appropriate staff.
• Work closely with BH provider staff to ensure efficient patient flow.
• Help complete BH referrals as directed by providers and supervisor.
• Refer patients to social services to address social determinants that hinder patient access.
• Conduct reminder calls for patients the day before their appointments to ensure compliance.
• Follow up on “no show” patients on a daily basis.
• Answer phones and retrieve any messages left, send phone note to appropriate provider.
• Communicate patient’s problem/complaint to the practice manager or his/her designee.
• Communicate with patients professionally and accurately regarding clinic policies, delays in schedules, etc.
• Maintain a professional and clean patient waiting room.
• Check BH voicemails and return phone calls promptly.
• Coordinate patient flow for eligibility and/or medical/dental services.
• Verify third party payer information using web-based programs or via telephone screenings.
• Accurately implement and collect co-pays and outstanding self-pay balances.
• Maintain stock of office supplies.
• Keep all program fliers and information posted and available in waiting room.
• Compliance with all policies and procedures, including confidential information, e.g., patient health information.
• Scan patient registration information into EHR.
• Maintain necessary registration, bookkeeping and document collection associated with front desk functional duties.
• Travel to other locations for coverage, as needed.
• Other duties as assigned by practice manager.
• Ability to work under pressure.
• Treat all patients with the professionalism and kindness.

Education, Experience, Licensure/Certification and Skills/Abilities Related Requirements:

• High school graduate/GED.
• One year of experience in the healthcare or hospitality industry preferred.
• Ability to communicate with people and empathetic to resolving issues related to customer service.
• Bilingual in English/Spanish strongly preferred.
• Minimum typing speed of 35 words per minute.
• Participates in trainings required by the agency, funding source(s), and/or as required by licensure if applicable.

Continuing Education and Training Requirements:

Participates in trainings required by the agency, funding source(s), and/or as required by licensure if applicable.