Floater Call Center Representative/Clinic Receptionist

Description

Applications must be received by posted end date for consideration of position

SUMMARY:

Applicant must possess a High School diploma or equivalent. Medical reception or patient scheduling experience with knowledge of Electronic Health Record System Preferred. Must be willing to be trained in using Electronic Health Record System such as: scheduling, patient registration, patient monitoring, and data entry. Customer Service experience. Travel between RSBCIHI clinic locations required to meet program or operational needs, applicant must have reliable transportation. Must have current CPR certification that complies with the guidelines set by the American Heart Association or the American Red Cross. Certification may be obtained prior to orientation. The Clinic Receptionist/Call Center Representative float position carries out front desk and administrative tasks in relation to the day-to-day activities of the Medical Department; greets patients with medical appointments; schedules patients’ appointments, tests and procedures; answers all patient questions; answers all incoming calls in a timely manner and directs the caller to the appropriate destination while providing clear and professional communication; be willing to work closely with patients, providers, nursing, call center representatives and other staff of the health care team. Must be professional, detail-oriented, have exceptional in-person and phone skills, and be able to handle a very fast-paced environment. This position as Float, understands they will be covering and traveling to clinics in need of coverage and when no coverage is needed as a Clinic Receptionist, they will be stationed at the Soboba Clinic, assisting Call Center with incoming scheduling needs and back up Soboba Clinic Receptionist.  Must be able to work with the Indian Community, and be sensitive to the Indian Culture and its needs.

MAJOR DUTIES AND RESPONSIBILITIES:

• Manage the Medical Department’s incoming calls and address accordingly- Manage incoming calls for patient appointments per set guidelines
• Manage front desk duties; greet patients, provide appropriate forms, patient workflow coordination (lab, radiology, etc.); empanelment of Primary Care Provider; schedule future/follow up appointments 
• Notify team of patient late arrivals or notify patient of provider delays 
• Tasks are assigned by medical team within the medical receptionist’s scope 
• Manage and schedule in-person appointments and/or patient post visit appointment needs per set guidelines
• Assist with follow up and rescheduling of cancelled or missed appointments
• Manage patient call lists
• Assist with handling patient records for medical team and HIM: faxing, printing, copies, shredding, emailing, and Release of Information (ROI) requests.
• Facilitate coordination of external facilities inquiries for patients and medical team
• Respond to calls, emails and patient portal inquiries from internal and external sources
• Manage and contact patients to give pertinent information about upcoming appointments, schedule changes and cancelations, and confirming appointments scheduled
• Communicate scheduling matters with other staff and departments
• Be part of the Call Center workgroup, assist with incoming scheduling calls when not covering Clinic Receptionist
• If applicable, Clinic Receptionist role will also include Patient Registration duties (this may vary per clinic site)
• Ensure HIPAA compliance with managing of patient information and health record
• Escalate issues to supervisor for resolution, as deemed necessary.
• Attend required in-services and meetings
• Perform all other duties and tasks as assigned 

Qualifications

Education:

High School diploma or equivalent.

Experience:

Experience with Electronic Health Record System, Preferred. Medical reception or patient scheduling experience, Preferred. Must be willing to be trained in using Electronic Health Record System such as: scheduling, patient registration, patient monitoring, and data entry. Customer Service experience.

Skills:

Basic clerical, must have clear and effective written and oral communication skills, empathetic phone etiquette. Must be able to problem solve and manage difficult cases appropriately and in a professional manner. Scheduling patients electronically, HIPAA guidelines, electronic health record system.

Ability To

Travel as required by the program needs. Maintain strict confidentiality, security and safety of health records and information provided at all times; functions as a member of the Quality Improvement team; possess the ability to communicate clearly and effectively with patients, providers, nursing, RN/Site Manager and other department staff. Attitude reflects professionalism and respect for other’s rights and responsibilities.

Must be able to work with the Indian Community and be sensitive to the Indian culture and its needs.

Physical Demands:

Assignments will be carried out in a healthcare setting with the potential for exposure to contagious diseases. There is potential for exposure to unpleasant situations, complaints or incidents. Standing and sitting are frequent for long periods of time. Some walking and lifting is required.

Clinic Location:

Soboba Clinic as Assigned

Soboba Indian Health Clinic (23119 Soboba Rd San Jacinto, Ca 92583), San Manuel Indian Health Clinic (11980 Mt. Vernon Ave. Grand Terrance Ca, 92313), Morongo Indian Health Clinic (11555 ½ Potrero Banning, Ca 92220), Torres Martinez Indian Clinic (66-655 Martinez Rd Thermal, Ca 92274), Cahuilla Indian Health Clinic (53000 Cahuilla Rd. Anza, Ca 92539), Santa Rosa Indian Health Clinic (65175 St. Highway 74 Mountain Center, Ca 92561), and Pechanga Indian Health Clinic (47001 Pala Rd. Temecula, Ca 92592).

Salary : $21