Appointment Clerk/Medical Receptionist

Tiburcio Vasquez Health Center•Union City, CA

About The Position

Under the direction of the Supervisor, Medical Reception & Eligibility, the Appointment Clerk/Medical Receptionist performs administrative and reception tasks and serves as the agency’s first point of telephone contact for prospective clinic patients. The role is a key link between patients and the care provided by clinical and service staff, working collaboratively with Clinical Services staff to support direct patient services. Patient service is the priority, and the position coordinates with internal and external departments to promote patient comfort and trust. The employee is expected to demonstrate the organization’s mission and core values and exercise discretion, diplomacy, and tact in interactions with patients and staff. This is a full-time position of 40 hours per week, typically Monday through Friday, with occasional Saturday hours. The employee may also need to work evenings and/or weekends and travel to designated locations as required by the supervisor.

Requirements

High school diploma or GED.
Bilingual in English and Spanish.
Intermediate to advanced telephone skills and the ability to relate effectively to patients, clients, and visitors in person and by telephone.
Flexibility to accommodate changing departmental needs and handle a variety of tasks.
Knowledge of basic math and modern office procedures.
Ability to work well under pressure with minimal supervision.
Basic to intermediate computer knowledge and skills.
Computer data-entry training and/or experience and the ability to type at least 45 WPM.
Willingness to work evenings and/or weekends.
Ability to travel to designated locations as required by the supervisor.

Nice To Haves

At least one year of healthcare experience is highly preferred.
Prior administrative or clerical experience in a clinical or community-based setting is highly preferred.

Responsibilities

Perform day-to-day administrative functions and general office duties.
Provide information to clinic callers according to clinic policies and procedures, transfer calls as needed, and coordinate with central reception to maintain phone coverage.
Welcome and greet patients, clients, and visitors; determine the purpose of their visit and direct them to the appropriate person or department.
Schedule patient flow and appointments in accordance with predetermined arrangements and clinic requirements.
Screen patients when scheduling appointments for changes of address, new-patient visits, or registration updates, and explain what information they must bring to their visit.
Follow safety and security policies, protecting restricted-area entry codes and computer passwords.
Provide excellent customer service while following confidentiality, privacy, clinic, and HIPAA requirements.
Maintain patient waiting areas, office files, and front-desk areas in an organized and neat manner.
Inform patients of balances shown in the computer and ask them to prepare for payments due at the visit.
Call patients daily to confirm appointments for the following day.
Verify payment methods and collect relevant data and/or payment as appropriate.
Use problem-solving and conflict-resolution skills to handle patient complaints and refer complaints to designated personnel when needed.
Attend scheduled department staff and clinical meetings.
Perform duties in compliance with TVHC’s Service Excellence Standards.
Support successful EHR/EPM implementation.