LEAD FRONT DESK ASSOCIATE

FAMILY CARE HEALTH CENTERS•St. Louis, MO

About The Position

Assists the Operations Director with coordination of functions in the Operations Department. Acts as a member of the Operations Team in the role of one or more of the following positions: Telephone Operator, Front Desk Receptionist, Appointment Scheduler, Medical Records Clerk, or Interpreter Services. All employees of FCHC must ensure service standards are delivered, including FCHC Core values (accountability, courtesy, excellence, flexibility, integrity, respect), customer service and professionalism, showing commitment to position and team performance, consideration and acceptance of cultural differences, participation in training and professional development, adherence to safety and cleanliness culture, HIPPA/Confidentiality standards, and respectful use of Health Center Equipment.

Requirements

High School Diploma or G.E.D. equivalent required.
One (1) year medical office work experience or equivalent required.
Must possess excellent computer, communication and customer service skills.
Must possess excellent organizational skills.
Respect for and maintenance of client and staff confidentiality is required.

Nice To Haves

Five (five) years medical office experience preferred.
Ability to type 40 WPM preferred.
Knowledge of medical terminology preferred.
Bi-lingual speaking skills a plus.

Responsibilities

Receives incoming telephone calls, schedules patient appointments and creates a task with a detailed message for appropriate staff.
Screens incoming calls for Providers and routes calls to appropriate provider or clinical staff using established criteria.
Reschedules patients/cancels providers’ schedules when necessary.
Orients new staff to the telephone system.
Greets incoming patients and visitors utilizing excellent customer service skills.
Ensures all necessary consent forms are completed by patients annually.
Obtains financial documentation from each patient/family unit for the Center’s Sliding Fee Scale Program. Obtains insurance information and verifies coverage prior to patient appointments.
Utilizes the telephone and paging system to help patients receive services as necessary.
Creates and updates patients’ electronic health record (EHR), including scanning registration forms and placing them into the appropriate categories.
Updates patient record for changes in any demographic information and makes appropriate changes in the EHR.
Connects patients to the appropriate resource to handle or answers patients’ inquiries regarding sliding fee schedule, insurance, collections, etc.
Assists patients in participating in special programs by giving out applications and assisting with completion.
Collects payments of fees for current or previous visits and provides receipts.
Promotes activities such as patient portal enrollment to improve clinic engagement.
Submits money collected and payment journal at the end of the day.
Secures money drawers at all times.
Schedules appointments for patients in person or via telephone, monitors cancellations, and reschedules appointments, primarily responsible for the recall list, if applicable.
Schedules appointments for specific patient populations at the direction of clinical staff.
Ensures all loose chart forms, including consult notes, progress notes, lab reports, and immunizations are scanned and filed appropriately on the electronic health records.
Requests medical records from outside entities as directed by the provider.
Downloads medical records from health record systems and imports them into a patient’s electronic health record.
Faxes appropriate correspondence as needed.
Picks up medical records information from providers and nursing staff and faxes, mails or delivers electronically any necessary information to outside entities as requested by provider.
Schedules interpreters for all patients (both in person and utilizing Video Remote Interpreting - VRI).
Schedules transportation for all patients as needed.
Verifies insurance for all non-English speaking patients and works with them on identifying health insurance options.
Prepares work schedules for Operations Staff, ensuring appropriate staff levels.
Provides direction, instruction, and support to Operations Staff during Operations Director’s and/or Patient Access Manager’s absence.
Provides orientation, training, implementation, and coordination of staff. Orients staff to changes in work procedures and duties.
Maintains medical records and ensures the availability of medical records.
Oversees the registration processes.
Functions as fill-in for all positions performed by Operations Staff as needed.
Helps with general site operations including building maintenance and security, equipment and supply maintenance and basic financial functions, time clock and payroll, etc., as required.
Provides feedback to Operations Director and/or Patient Access Manager for staff performance evaluations.
Handles patient grievances and assists Operations Director and/or Patient Access Manager with staff issues.
Contributes to Health Center community health activities outside of regular job responsibilities.
Participates in Health Center staff problem solving groups.
Attends and participates in department meetings, etc. as assigned.
Performs other duties as assigned.