Description

POSITION TITLE: Front Office I (Bilingual in Mandarin and Cantonese) - Multi Function

STATUS: Non-exempt; full time

REPORTS TO: Clinic Manager

SUPERVISES: None

DEPARTMENT: Clinic Operations

UNIT: Front Office

OFFICIAL DUTY STATION: El Monte/Rosemead Health Center (9960 Baldwin Place, El Monte, CA 91731)

SUMMARY:

Asian Pacific Health Care Venture, Inc. (APHCV) expects all Clinic Operations (CO) staff to be a part of the revenue cycle process that contributes to the optimization of capturing, management and collection of patient service revenue. APHCV is in the business to serve patients; APHCV is committed to the provision of patient centric care at all levels, from the CO Telephone Operator, Front Office and Medical Interpreters (and beyond). This position will be a part of a multi-disciplinary care team that facilitates and provides culturally and linguistically sensitive services by assisting with patient flow activities to reduce patient wait time and to provide higher overall patient’s satisfaction. Clinic Operation Department includes a centralized Call Center and Medical Record Unit. However, some of Call Center and Medical Record functions are assumed by Clinic Operations site specific staff. Hence, this position is responsible for various aspects of Clinic Operations functions: Front Office, Medical Record, Medical Interpreter and Telephone Operator. The position is expected to perform all duties with special emphasis on accuracy, efficiency and customer satisfaction.

APHCV expects all employees to respond and participate in emergency situation per emergency policies and procedures; and follow APHCV policies and procedures.

APHCV is a tobacco-free organization.

DUTIES AND RESPONSIBILITIES:

Front office

1. Greet patients as this position is the face of the Health Center.
2. Verify patient’s appointment in NextGen Enterprise Practice Management (EPM).
3. Update and verify patient’s information/data contained in NextGen EPM.
4. Check and correct any additional system alerts in NextGen EPM.
5. Scan documents such as program applications, requirements, identifications (IDs) and insurance card into NextGen ICS.
6. Check to make sure that Financial Screening, program enrollment and verification is complete at check in.
7. Enroll/Renew patient program such as Family PACT, MHLA, CHDP, CDP, PE, Sliding Fee Discount Program (SFDP) or Self-Pay.
8. Review and explain forms in the patient registration packet to patient at new patient registration and annual screening/review process for established patient.
9. Verify or set up insurance in NextGen EPM.
10. Collect any pervious balance and all co-pays that are outstanding or due during the visit.
11. Place fee ticket with all appropriate documentation in identified provider bin.
12. Maintain smooth patient flow through communication between patient, provider, Medical Assistant (MA) and other clinic support staff.
13. Handle scheduling inquiries and make appropriate patient appointments.
14. Provide assistance and information to patient when requested.
15. Consistently complete patient check in and checkout in a timely manner.
16. Review and provide patient with Patient Plan printed by provider team, appointment card and any other pertinent information attached to the patient medical record.
17. Provide directions to patient on check in process at Dispensary for medications prescribed.
18. Consistently provide marketing for health center through the solicitation of patient donations.
19. Keep clinic and waiting area clean, organized and safe.
20. Answer telephone calls promptly and courteously.
21. Retrieve voice mail messages and return calls appropriately.
22. Transfer telephone calls to other staff (e.g. nursing staff, outreach staff or etc. accordingly) appropriately.
23. Make, cancel and re-schedule appointments as needed.
24. Run eligibility for new patients with managed care Medi-Cal insurance prior to making new patient appointment and instructs patients accordingly based on their PCP assignment.
25. Task Triage Nurses and Referral Nurses accordingly.
26. Ensure complete and accurate data entry during telephone patient registration process.
27. Create and deactivate NextGen EPM alerts as needed.
28. Utilize park, paging and voicemail systems to ensure proper routing of telephone calls.
29. Provide general information about APHCV e.g. directions, scope of services, available programs and etc.
30. Conduct patient recall via internal recall list and health plan member list.
31. Consistently provide financial screening for all next day patient charts, during the course of the workday.
32. Call all patients that need to provide additional financial information for their next day appointment.
33. Call all patients if upon financial screening review patients’ medical home or Primary Care Provider (PCP) is not anchored with APHCV.
34. Assist patient in the selection and changes of PCP at Health Centers and maintain up-to-date PCP assignment in NextGen EPM, and make a referral to Enrollment Unit if external PCP assignment change is necessary.
35. Provide Health Center information by reviewing the Patient Guide at the new patient registration and at annual screening/review process for established patient.
36. Ensure proper credit/payment is maintained on patient’s account (e.g. perform cashiering duties, posting charges, prints out receipt, etc.).
37. Perform all opening and closing functions as required such as opening and closing of daily cash box, batching and posting encounters, counting and preparing daily deposit and all other necessary activities.
38. Turn on and turn off television in patient waiting area at appropriate times.
39. Maintain patient comment box i.e. supply of comment cards, retrieving comments periodically.
40. Ensure infection control by wearing mask when exposure is known i.e. when patient or self is coughing consistently.
41. Monitor and assure that clinic forms are replenished in a timely manner (e.g. patient intake forms, mammogram forms, etc.).
42. Maintain an adequate paper supply in the photocopy machine.
43. Shred unnecessary printed Patient Protected Health Information and fee tickets on daily basis.
44. Attend and participate in clinic staff meetings and training: always come prepared with a notebook and a pen.
45. Assist in data collection for CO performance measures.
46. Forward patient’s concern and feedback to appropriate personnel within APHCV for resolution and optimization of clinic efficiency.
47. Perform any other duties as assigned by supervisor(s).

Medical Record Duties

1. Ensures that all medical records are maintained appropriately; secure, complete and up to date at all times.
2. Keeps patient medical records cabinets organized and secure at all times
3. Ensures that all documentation contained in patient health record has appropriate label identifying the patient correctly.
4. Immediately notifies Medical Record Unit Supervisor or Medical Record Lead if patient paper health record has incorrect patient information identified in it.
5. Answers calls regarding patient medical record questions and requests
6. Coordinate and respond to internal and external protected health information requests. Work with Medical Record Unit at LFHC, assures completion of release of medical records requests, including verifying identification of the patient/requester before handing the PHI to the patient/requester
7. Facilitates patients with the request for patient protected health information release to other facilities and for the patient’s own use by coordinating with Medical Records Unit, LFHC.
8. Transfers and maintains records electronically by scanning, importing, and indexing the consultation reports, et cetera
9. Ensures the appropriateness of forms used in electronic health record.
10. Coordinate and centralize the authorization form in requesting the consultation report from other providers/facilities to Medical Records Unit (LFHC)
11. Update and document the receipt of consultation report in order management (EHR/NextGen)
12. Check digital fax on daily basis
13. End of day functions: ensures that all loose documents are reviewed and all forms are appropriately scanned and filed in correct document types in ICS/NextGen according to the ICS scanning guidelines. All forms scanned have patient label attached to clearly identify the correct patient.

Medical Interpreter Duties:

1. Provide intake and assist with financial screening and Health History intake for limited English proficient patients.
2. Provide interpretation at various points of patient interaction to support clinic operations such as scheduled patient visits with providers.
3. Call patients 2 days before their appointment to remind them of their appointment if language is not supported by Call Center.
4. Provide either interpretation or instruction at classes for patients on various health topics.
5. Contact patients in a timely manner in response to voicemails left by patients.
6. Contact and follow up with patients who no-showed for their medical appointment(s) in accordance with the “No Show Follow Up” procedure. Document such patient contact in NextGen EPM or EHR.
7. Work with CO and medical staff to facilitate efficient patient flow.
8. Assist with data collection for day to day activity and clinic performance measures.
9. Call patients per care team’s order for various purposes including follow up of patients with abnormal lab results. Document such calls made in EHR, according to procedure.
10. Verify and schedule future appointments when necessary.
11. Submit quality of care and productivity reports to Supervisor, if any.
12. Request the in-person interpreter from health care plan and document such request in the patient chart (EPM, appointment detail box) and in the interpreter request tracking log (in the HUB)
13. Translate clinic documents, outreach materials and health education materials in timely manner.
14. Perform back translation to evaluate the accuracy of the translation.
15. Type set or coordinates with other staff to type set the translated material.
16. Attend a continuing education class for furthering and keeping abreast in the medical interpretation field.

PERFORMANCE EXPECTATIONS:

1. Maintain professionalism and excellent customer service at all times with patients, caregivers, and other staff regardless of cultural, education, socio-economic and linguistic background.
2. Speak clearly, distinctly and professionally on telephone and face to face patient encounters.
3. Maintain high level attendance pattern to ensure department is accurately covered at all times.
4. Work as a team player and be willing to assist co-workers in other duties within his/her capabilities, to aid the clinic team in providing good efficient patient care.
5. Facilitate patient flow by working effectively and efficiently.
6. Work Saturdays and evening hours as scheduled.
7. Maintain open communication with other clinic staff.
8. Meet other performance expectations as conveyed by supervisor(s).

Qualifications

QUALIFICATIONS:

• High School Diploma and 1 year minimum working experience in front and back clinic office functions, patient scheduling and registration.
• Ability to speak, read, and writes fluently in English and targeted language.

Skills Preferred:

• Knowledge of various health programs (i.e. FPACT, EWC, BCEDP, Medi-Cal, Medicare, etc.).
• Proficiency in written and verbal English and targeted language.
• Exceptional customer service skills.
• Proficiency in PC/MAC working knowledge of Microsoft Office applications, NextGen, Intranet and Internet.
• Ability to prioritize assignments to complete work in a timely manner.

HR Procedural requirements:

• Legal authorization to work in the United States.
• A valid California Drivers license with clean records and access to insured automobile.
• Completion of APHCV Health Assessment Form.
• Completion of DOJ background check.

PHYSICAL REQUIREMENTS:

Must be able to materially perform the task normally associated with the position including but not limited to: ability to lift up to 25 lbs.