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.