GENERAL DESCRIPTION OF POSITION:
This position is vital in the delivery of health care. Serves as the patients first point of contact in patient communication. Also serves as a crucial point in in maintaining a safe and professional environment.
Answer the telephone, greet, welcome, and answer questions of patients accessing SC in a cordial and professional manner. Perform all duties which involve active interaction with the patient, visitor and/or staff in a manner which ensures they have a pleasant and satisfactory experience. All interaction with the patients is in adherence to the PCMH principles, policies, and procedures, with a focus on customer service. Serves as a team member of the PCMH primary care team by providing accurate and timely information related to telephone calls, patients in lobby waiting for registration, lab, etc. Follows SC policies and procedures, which are essential in carrying out the patient health care.

ESSENTIAL JOB FUNCTIONS: (with or without accommodations)

Patient/Client Relationship: Will greet and welcome the patients/clients in a pleasant, respectful, culturally and linguistically appropriate manner. Assure all patient/client questions are answered in a positive and cordial manner. Assures the patient/client has a clear understanding of all communications. Routes patients/clients according to their needs. If coming in to register or renew the registration process have patient fill out Patient Intake Form, and if coming for lab appointment, will route to central lab to sign in

Telephone Etiquette: Exercises proper telephone etiquette whether answering the phone or making phone calls, leaving callers with a favorable impression of you, your department, and Su Clinica in general. Answers all incoming calls in a timely fashion and works closely with all staff to ensure patients needs are known. Works with callers to appropriately route calls to meet the needs of the caller. Is familiar with clinic codes. Makes announcements for these codes according to procedures for specific codes.

Manages patient/client information: Adheres to all HIPAA regulations in and outside of the Clinic. Communicates patient information as requested to enhance patient services. Keeps a log for Medicaid Worker when patient come in to register. Maintains a log for screening and assigning tags to visitors and routes to proper destination.

Team communication: Coordinates with points of contacts within the clinic when expecting visitors or patients to ensure proper routing with minimal delays. May assist with department calls coverage as needed. Assists pediatrics and internal medicine with in-coming telephone calls when necessary. Actively participates in team huddles and staff meetings to ensure focus is on goals and objectives. Ensures that there is no loitering in and around the operator desk. Reports any suspicious person/activity to the safety officer. Monitor lobby area for cleanliness and safety. Calls on maintenance/housekeeping department for assistance when needed.

Demonstrates safe professional conduct: Maintains a friendly and safe environment for self and others. Refrains from texting and speaking on cell phone while on duty. Will maintain the phone on mute to avoid hearing the ringing of personal cell phones. Refrains from informal communications with patients and others. Attends work on a regular and predictable schedule in accordance with clinic leave policy, complies with time and attendance policies and performs other duties assigned.

POSITION DIRECTLY SUPERVISED: None

KNOWLEDGE, SKILLS, AND ABILITIES: (use of equipment, job related knowledge, language, etc.)

Knowledge of telephone communication, office procedures, techniques and practices.

Knowledge of computer software (EMR, Microsoft Word, Excel, etc.) programs.

Knowledge of Su Clinica Policies and Procedures, cultural, safety, etc.

Skilled in excellent customer relations and communication skills

Skilled excellent interpersonal skills reflecting clarity, diplomacy and communicates accurately and effectively.

Skilled in following through, multi-tasking, prioritizing and attention to detail in a fast paced environment.

Ability to resolve patient service issues and exercise independent judgment.

Ability to read, write and speak in a clear, accurate and professional manner includes active listening skills and understanding medical terminology.

Proficient in beginning/intermediate computer skills and typing.

Excellent follow through skills, multi-tasking, prioritizing and attention to detail.

Ability to apply critical thinking skills while performing daily responsibilities.

Excellent interpersonal skills reflecting clarity, diplomacy and communicates accurately and effectively with all level of staff and management.

Ability to speak, understand and write Spanish and English.

Ability to work in a fast pace positive environment.

Ability to maintain a flexible work schedule.

Ability to maintain client and office confidentiality.

Ability to read, write and spell accurately.

Able to operate a keyboard, telephone and other office equipment.

Ability to communicate concerns to appropriate personnel using tact and diplomacy.

Ability to fully comply with the enhanced infection control requirements of the clinic.

MINIMUM QUALIFICATIONS/CERTIFICATES/LICENSES/REGISTRATIONS REQUIRED: High school Diploma or GED. Must be Bilingual English/Spanish. Certified Medical Office Specialist from an accredited school and one year experience as a telephone operator in a hospital, clinic or call center setting or two years work experience as telephone operator in a hospital, clinic or call center setting. Excellent customer service skills a must.

SPECIAL INSTRUCTIONS: Due to the nature of SC Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community.