Description

Job Title: Appointment Telephone Operator/Medical Receptionist

Classification: Full Time/ Non-Exempt

Reports to: Front Office Manager

Salary: $17-20/Hour

Summary: Responsible for answering incoming phone calls, assisting patients in making medical appointments and properly documenting phone interactions. 

Responsibilities:

• Answers all incoming calls to the health Center via multi-line telecommunications system.
• Transfers calls to the appropriate parties.
• Verbally delivers messages if necessary.
• Accurately records and delivers via electronic health record, email, or message pads. 
• Pages individuals to inform them of messages or calls. 
• Refer callers to emergency numbers if necessary. 
• Answer’s caller’s questions regarding programs or services.
• Schedules, reschedules or cancel’s medical appointments as necessary. 
• Performs day-to-day administrative functions and general office duties including but not limited to word processing, copying, filing, faxing, answering phones and data entry.
• Welcomes and greets patients/clients/visitors to the department in a manner that is helpful and friendly; determines purpose of visit and direct patients/clients/visitors to appropriate person or department(s).
• When scheduling, works with patients to assure all required documents are completed and if patient is eligible for clinic discounts. 
• When scheduling appointment, carefully screens patients for new address, new patient visits or update registration and informs patient of adequate information that must be presented at time of visit.
• Adheres to all policies on safety and security; maintains restricted areas safe by safeguarding keyless entry codes and computer system passwords in strict confidentiality.
• Must exercise utmost diplomacy and tact to provide excellent customer service for patients, practices confidentiality and privacy protocols in accordance to clinic policies and HIPAA requirements
• Works with other administrative support staff to assure adequate coverage of front desk and phones.
• Participate in clinical team meetings.
• Call patients to confirm appointments and to follow up when they are no-call/no-show.
• Verifies method of payment for service and collects data and/or payment as appropriate.
• Exercise problem-solving and conflict resolution skills when handling patient concerns.
• Provides Back-Up Coverage to Front office as needed. 

Additional Expectations: 

• Understands the importance of maintaining confidentiality; able to maintain confidentiality under 

HIPAA standards.

• Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups.
• Intermediate to advanced phone skills; able to effectively relate via the telephone and in-person to serve the needs of clinic patients/clients/visitors in a manner that is efficient and productive.
• Must be highly flexible; able to accommodate changing needs of the department. 
• Well-developed verbal and written communication skills in English and Spanish; Additional language abilities desirable.
• Ability to work well under pressure with minimal supervision.
• Proven flexibility and willingness to handle a variety of tasks.
• Basic to intermediate computer knowledge and skills

Requirements

Qualifications/Experience:

• Candidate must at minimum have a High School Diploma or GED. 
• 1-3 years’ experience preferred working in busy multi-provider health care setting or Community Health Center. 
• Previous experience with Electronic Health Records. 
• Ability to summarize and document conversations accurately.
• Ability to speak Spanish Fluently.

Time/Physical Requirements

• Monday-Friday, 8:00am-5:00pm/40 hours per week.
• Some evening and weekend activities may require flexing schedule
• Tasks occur in both medical office and clinic setting
• Able to lift 25lbs and perform normal duties associated in a clinic and office setting.