Front Desk Associate

Summary:

The Front Desk Associate performs a variety of clerical, reception, patient support, and care coordination functions to ensure efficient clinic operations and positive patient experiences. This position serves as the first point of contact for patients and is responsible for front office operations including check-in/check-out, scheduling, insurance verification, patient registration, and electronic health record maintenance. The Front Desk Associate also assists patients with accessing healthcare and community resources, reducing barriers to care, and supporting outreach and care coordination efforts.

Essential Duties:

• Perform check-in and check-out operations, answer phones, and schedule patient appointments.

• Welcome patients to the clinic, determine the reason for the visit, and maintain orderly patient flow.

• Register patients and update demographics, insurance, income, and other patient information in the EHR.

• Verify insurance eligibility and scan required documentation into the EHR.

• Collect patient payments including copays, account balances, and medication payments.

• Provide appointment reminders and assist patients with directions and clinic information.

• Route clinical questions and emergency calls to appropriate staff members.

• Maintain an organized front office environment and ensure required forms and materials are available.

• Request medical records and maintain accurate request logs.

• Assist in cleaning patient waiting areas and workspaces as needed.

• Assist patients with applications and enrollment in healthcare and social service programs including Medicaid, Medicare, WIC, SNAP, SSI, TANF, pharmacy assistance, transportation, and other community resources.

• Support patients in navigating healthcare services by coordinating referrals, scheduling follow-up appointments, and assisting with transportation arrangements.

• Conduct outreach, patient recruitment, follow-up calls, and care coordination activities to help improve access to care and patient engagement.

• Participate in community outreach events, health fairs, and educational activities promoting clinic services and resources.

• Educate patients and community members regarding clinic services and available assistance programs.

• Assist with transportation scheduling through Foothills Express, BMT, case managers, or other available transportation resources.

• May provide transportation assistance to patients as assigned.

• Operate agency vehicles in a safe, efficient, and courteous manner to destinations as directed by daily schedules and transportation requests.

• Comply with all applicable local, state, and federal transportation regulations relating to vehicle operation and safety-sensitive employees.

• Performs and completes PCMH duties that include but are not limited too; access needs and preferences, involvement in Quality improvement, and patient experience feedback.

• Attend all mandatory/applicable training sessions (i.e. First Aid/CPR, Passenger Assistance, Bloodborne Pathogen), employee meetings, etc.

• Handle emergencies in a calm and professional manner in accordance with agency policies.

• Welcomes patients to the clinic, determines the reason for the patient’s visit, initiates the needed service and maintains orderly flow of patients through the clinic.

• Assists new patients in obtaining Healthcare for the Homeless services through completing the required documentation.

• Participates in program and/or agency fund-raising activities as directed by supervisor.

• Performs all other duties, as assigned by the assigned supervisor.

Education, Experience & Training:

High School Diploma or equivalent required. Employee must have basic reading, writing and math skills. Upon employment, Driver must agree to regular training, including but not limited to, passenger assistance, first aid/CPR, defensive driving, and bloodborne pathogens. Must be at least 18 years old and possess a valid Kentucky Driver’s License. Applicants/employees must have a clean driving record. Individual must have knowledge of basic vehicle maintenance and safety procedures. Driver must have sufficient knowledge of local streets, roads, and highways. Experience in passenger transportation is preferred, but not required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Position requires occasional or frequent moderate physical activity. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand, walk, climb, balance, stoop, kneel, crouch, crawl, and use hands to manipulate, handle or feel; and reach with hands and arms. The employee is occasionally required to lift and/or exert force up to 100 pounds.

While operating a vehicle for the Kentucky River Foothills’ HCH program, seasonal heat, cold, or adverse weather conditions might be experienced during the process of loading and unloading passengers, and while performing pre/post-trip inspections. Exposure to fumes, dust, odors, petroleum products and ambient noise will also occur during the workday. Additionally, you might experience difficult traffic environments and interaction with dissatisfied patrons, which must be dealt with in a positive manner. Lastly, exposure to bloodborne pathogens may occur.

Other Requirements:

Must have a valid driver’s license and the flexibility and willingness to change schedules and duties as needed according to staff availability. Must be willing to travel the service area as needed. Travel is primarily local or within the service area during the business day, although some out-of-the-area and overnight travel may be expected. Agency policy regarding drug and alcohol testing and criminal background checks applies to this position. Driver must maintain a high level of professionalism, demonstrated by a positive attitude, ability to function as a team member and a commitment to the overall mission of the agency.