Urgent Care Front Office Rep

Banner Health•Phoenix, AZ

About The Position

The Urgent Care Front Office Representative is the first point of contact for patients and visitors and works with healthcare professionals to support a positive patient experience. The role floats among Banner Urgent Care clinics in Zone 6 and assists clinicians and nursing staff with medical care and direct patient-care processes. It uses specialized knowledge, judgment, and skills to support patient care and the patient experience. The position works under the direct supervision of providers and interacts with staff, physicians, patients, families, and external healthcare contacts. This is a full-time position with three 12-hour shifts per week and a varied schedule. It is not a Monday-through-Friday position; availability any day of the week, including weekends and holidays, and for rotating shifts is required as business needs require.

Requirements

High school diploma, GED, or equivalent working knowledge.
Completion of a Banner-approved medical assistant training program that meets state-defined regulations.
Active medical assistant certification from one of the following: Registered Medical Assistant (RMA) from American Medical Technologists (AMT); Certified Medical Assistant (CMA) from American Association of Medical Assistants (AAMA); Certified Clinical Medical Assistant (CCMA) from National Health Career Association (NHA); or National Certified Medical Assistant (NCMA) from National Certified Competency Testing (NCCT).
BLS certification required upon hire.
Strong computer skills, including the ability to work with medical software.
Exceptional interpersonal and communication skills.
Ability to manage multiple changing priorities effectively and in an organized fashion.
Availability to work any day of the week, including weekends and holidays, and rotating shifts as business needs require.

Nice To Haves

Experience with office medical procedures and treatments.
Knowledge of insurance, managed care operations, EMR, and scheduling software.
Additional related education and/or experience.

Responsibilities

Prepare patients for examinations and treatment by taking and recording vital signs, symptoms, measurements, chief complaints, and pain scores as appropriate; report changes in a patient's condition to the clinician.
Assist providers with examinations and minor in-office procedures, including taking blood pressure and temperature, documenting respiration and heart rate or pulse, performing phlebotomy, ear irrigation, and EKGs, and serving as a chaperone when needed.
Use universal blood and body-fluid precautions and personal protective equipment as needed, and prioritize patient flow through the clinical process.
Coordinate and manage patient care, including pre-certifications, referrals, authorizations, prescriptions, and scheduling for clinic, hospital, and ancillary treatments and tests.
Communicate test results to patients and support clinicians in providing optimal patient care; administer medications according to established policies and procedures or as directed.
Provide clerical support for patient notifications and documentation, including complete medical records and information concerning labs, authorizations, X-rays, hospital records, and prior care; provide accurate billing information promptly.
Maintain a clean and functional environment by cleaning and disinfecting equipment, exam rooms, and storage areas; follow sterilization procedures, manufacturer recommendations, and OSHA guidelines for hazardous substances.
Perform basic equipment maintenance and coordinate repairs when needed.
Order supplies as directed and stock patient-care areas; perform medication-related tasks, including addressing expired medications or equipment and recalls.
Maintain effective communication with internal and external customers and demonstrate service orientation and teamwork.
Complete required onboarding and orientation activities, including simulation training, as needed or directed.
Prioritize information from multiple sources to support responses to changes in the health status of patients and families; communicate with physician offices to report, request, or clarify information.