Job Description

JOB DESCRIPTION:       PHONE OPERATOR – COVID VACCINE SCHEDULER  

REPORTS TO:               Meridian Clinic Manager 

STATUS:                            Full-Time Regular, Non-Exempt

POSITION SUMMARY: A team player with the willingness to learn and adapt to a fast paced work environment. Bilingual in Spanish/English for translation, check patient in/out, schedule appointments, answer calls, transfer calls, and respond to voicemails.   Provide backup assistance within department areas as appropriate.  The IHC is a Patient Centered Health Home and all employees are an integral part of this model of care delivery.

COVID VACCINE SCHEDULER  

• Perform outreach for the COVID-19 Vaccine via telephone or patient engagement software 
• Conduct and document health screening to verify eligibility for patients to receive the COVID-19 vaccine
• Answer incoming calls and questions pertaining to COVID-19 Vaccine 
• Maintain waiting list of patients to be scheduled for COVID-19 Vaccine 
• Appointment reminders for the COVID-19 vaccine
• Schedule COVID-19 vaccine appointments

PHONE OPERATOR DUTIES & RESPONSIBILITIES:

• Directs calls to the appropriate extensions by following the Medical Appointment Tree. Routes messages and uses electronic software to send messages to the appropriate triage personnel or resource as needed
  • Conduct phone intakes for managed care patients who have been assigned to IHC
  • Assist the Front Office staff with the daily pre-registration of patients scheduled for appointments
  • Assist Front Office staff with no-show follow-up 
    • Schedules and confirms medical appointments. Reschedules, cancels, performs patient call backs, and checks voice mail throughout the day
      • Routes new patients to the Eligibility Coordinator for program eligibility
      • Complies with IHC’s HIPAA and Privacy Rules
      • Uses efficient and clear communication at all times
        • Greets all patients calling in to our clinic in a friendly and professional manner including staff, vendors, providers, and community members
          • Performs data entry of insurance information and processes patient co-payments
            • Maintains and organizes filing systems and is knowledgeable in the operation of office equipment and software programs
            • Asks for assistance if needed when directing incoming patients and visitors to the appropriate department or provider
              • Attends and participates in all departmental meetings
              • Archive copies of all forms used by the front office staff
              • Keeps a clean, clutter free work area at all times
              • Adheres to Finance policies when registering patients for appointments and labs
              • Participate as a proactive representative of the Patient Centered Health Home
              • Perform duties utilizing the Team-Based Approach
              • Perform other duties as assigned

REQUIRED QUALIFICATIONS, KNOWLEDGE &ABILITIES:

• Requires a high school diploma or GED

• Medical Administration Assistant certificate or similar medical certificate is preferred

• Prefer prior experience working in a similar medical position or customer service related position with at least one year working experience

• Fluent in English and Spanish (ability to read, write, and speak) required

• Previous knowledge of office practices and procedures in the medical field preferred

• Ability to follow written and oral instructions

• Basic bookkeeping experience

• Flexibility, initiative, reliability, and creativity

• Excellent customer service skills required

• Excellent phone skills required

• Familiarity with medical computer software and data entry

• Experience using Microsoft Office software packages (Word, Excel, and PowerPoint)

• Knowledge of and ability to work with the American Indian community and other minority populations

• Ability to maintain strict confidentiality

• Ability to lift a minimum of 25 pounds, and sit or stand for extended periods of time

• Ability to type a minimum of 20 WPM preferred will need to bring verification or take a typing test on site

• Ability to function independently and as a team member within diverse environments as well as with a diverse staff composition

• Demonstrated ability to perform multiple administrative functions simultaneously in an accurate, organized, and efficient manner. Ability to multitask and thrive in a fast-paced, constantly changing environment

• Ability to carry out all responsibilities in an honest, ethical and professional manner and demonstrate good judgment

• Willingness to train in other areas of the Medical department

Physical Requirements:

• Ability to sit, stand and walk for extensive periods of time
• Manual and finger dexterity and eye-hand coordination
• Ability to lift up to 25 pounds
• Ability to stoop, squat, or bend frequently
• Corrected vision and hearing within normal range to observe and communicate with patients and professional staff

WORKING CONDITIONS:

Exposure to all patient elements, including communicable disease and blood borne pathogens.  Will be working in a fast-paced medical environment which can be stressful and constantly changing conditions. Normal working hours are from 8:00 am until 5:00 pm with one hour for lunch.  However, working hours may vary depending upon need.  Will need to be flexible in performing tasks with limited discretion in making judgment decisions. 

Preference is given to qualified American Indian/Alaskan Natives in accordance with the American Indian Preference Act (Title 25, U.S. Code Section 472, 473 and 473a).  In other than above, the Indian Health Center of Santa Clara Valley, Inc. is an equal opportunity employer including minorities, women, disabled and veterans.