Front Office Receptionist

COMMUNITY MEDICAL CENTERS INC•Tracy, CA

8d•$22 - $23•Onsite

About The Position

The Front Office Receptionist is a member of Community Medical Centers’ Care Team and helps provide an excellent customer service experience. The role welcomes and assists patients, visitors, and clients in person, by phone, and through a text-based platform; directs them to appropriate departments; schedules appointments according to center protocols; and assists with forms and general information. The receptionist also supports empanelment and team-based care through confirmation calls, pre-visit planning, chart scrubbing, red carpeting, appointment scheduling coordination (tetrising), and health-record updates. The role follows team-based care practices to facilitate access to services, support continuity and coordination of care, and improve provider utilization metrics at the assigned site. It reports to the Front Office Supervisor or Center Manager at that site for supervision, training, service delivery, and performance evaluations. Work is performed in an office environment within a clinic and involves frequent contact with staff and the public; work may be stressful and may involve interactions with upset people.

Requirements

Completion of high school or possession of a GED.
At least one year of full-time receptionist experience, at least one year of customer-service experience with a community-based organization, or satisfactory completion of a medical receptionist or medical assistant training program.
Ability to provide sensitive and respectful care to people from diverse backgrounds in accordance with CMC’s mission, vision, and values.
Ability to work with computers and perform data entry.
Knowledge of business office procedures and grammar, spelling, and punctuation for typing patient information.
Ability to type 35 words per minute.
Skill in operating a computer, phone, copier, and facsimile machine.
Ability to communicate clearly, exercise diplomacy and tact, and provide excellent customer service.
Ability to keep up with email, text, phone, and other team-based and patient communications.
Ability to learn clinical applications, web-based applications, and text-messaging platforms.
Ability to sort and file materials alphabetically or numerically.
Ability to establish and maintain effective working relationships with patients, employees, and the public.
Ability to maintain quality-control standards and react calmly and effectively in emergency situations.
Ability to interpret, adapt, and apply guidelines and procedures.
Successfully demonstrate annual competency in identified skills and complete required didactic and observational competency testing on time.
Listen skillfully and demonstrate willingness and ability to acknowledge others’ needs, expectations, and values through reflective listening and empathy.
Respond to needs helpfully and beyond expectation; communicate with welcoming words, appropriate tone and body language, eye contact, and a smile.
Ability to sit for long periods and stoop, bend, and stretch for files and supplies; occasionally lift files or paper weighing up to 35 pounds.
Manual dexterity sufficient to operate a keyboard, type at 35 words per minute, and use a computer, calculator, telephone, copier, and other necessary office equipment.
Vision correctable to 20/40 and hearing within the normal range for telephone contacts; ability to view and type on computer screens for long periods and work in a potentially stressful environment.

Nice To Haves

A typing certificate is preferred.

Responsibilities

Promote the organization’s mission, vision, and values.
Welcome and greet patients, clients, and visitors in person, by phone, or by text; determine the purpose of their visit and direct them to the appropriate person or department.
Perform patient and visitor screening according to CMC guidelines.
Register patients in the Electronic Health Record and accurately collect, enter, scan, or update pertinent patient data.
Schedule appointments in person, by phone, or through CMC’s text messaging platform, following organizational policies and workflows.
Follow check-in and check-out procedures; verify information, obtain necessary consents and documentation, and inform patients about information they need to bring to visits.
Screen patients for insurance and program eligibility, verify insurance, update payor codes, correct encounters as needed, and scan insurance or program cards into the Electronic Health Record.
Review appointments and ensure patients are assigned to an appropriate Primary Care Provider; adjust appointments as needed to support continuity with that provider.
Conduct confirmation calls one to three days before appointments, confirm availability, and collect relevant information before the patient encounter.
Organize appointment schedules around patient arrival times and provider availability, and communicate schedule changes to patients and the front and back office teams.
Use pre-visit planning tools, attend clinic huddles, and review front-office metrics and visit-planning reports daily.
Attend department meetings, in-service trainings, and other required meetings; maintain professional growth and comply with organizational policies.
Protect confidentiality and privacy in accordance with organizational policies and HIPAA requirements.
Communicate schedule delays, cancellations, and rescheduling to patients and the care team; follow up on critical tasks and route queries appropriately.
Follow managed-care procedures and obtain authorizations for services as applicable.
Help patients with patient-portal education and registration.
Conduct and document outreach to new or established patients with gaps in care or access metrics.
Support training for new staff and scan patient forms as appropriate.
Manage clinical tasking and inbox items, and keep up with communications from center leadership.
Answer, screen, and route telephone calls; take messages and provide information.
Open and close clinic buildings as required.
Accept payments, issue receipts, and balance cash at the end of the day.
Handle patient complaints professionally and route them to appropriate site leadership.
Open, sort, and distribute mail; process medical-record requests.
Travel to different sites as assigned and perform other tasks as assigned.