Appointment Clerk/Medical Receptionist

About the role

Under the direction of the Supervisor, Medical Reception & Eligibility, the Appointment Clerk/Medical Receptionist performs a variety of tasks for the agency as the first point of contact via telephone for prospective patients with the clinic. This position is a crucial link between the patient and the care delivered by the clinical and service staff, requiring collaboration with all Clinical Services staff to support direct patient services. The role prioritizes patient services and fosters an environment that promotes patient comfort and trust, while exemplifying the core values and mission of the organization with discretion, diplomacy, and tact.

Schedule

This is a full-time position, working 40 hours per week, typically Monday through Friday, with occasional Saturday hours.

About TVHC

Tiburcio Vasquez Health Center is a nonprofit community health center dedicated to promoting the health and well-being of our community by providing accessible, high-quality care through the integration of primary care, dental care, WIC support, mental health counseling, community health education, and more.

Responsibilities

• Performs day-to-day administrative functions and general office duties.
• Provides information to clinic callers according to the Clinic’s Policies and Procedures; transfers calls as needed; works with central reception to ensure adequate phone coverage at all times.
• Welcomes and greets patients/clients/visitors in a helpful and friendly manner; determines the purpose of the visit and directs them to the appropriate person or department.
• Schedules patient flow to the clinic based on predetermined appointment arrangements to meet grant requirements.
• Screens patients for new address, new patient visits, or registration updates and informs them of required information for their visit.
• Adheres to all Clinic policies on safety and security; maintains confidentiality of keyless entry codes and computer system passwords.
• Provides excellent customer service with diplomacy and tact while practicing confidentiality and privacy protocols in accordance with Clinic policies and HIPAA requirements.
• Maintains patient waiting areas, office files, and front-desk areas in an organized and neat manner.
• Informs patients of any existing balance and requests payment due at the time of the visit.
• Calls patients daily to confirm the next day’s appointment.
• Verifies method of payment for service (MediCal, Medicare, private insurance, private payee, Healthy Families, etc.) and collects data and/or payment as appropriate.
• Exercises problem-solving and conflict resolution skills when handling patient complaints; refers complaints to designated personnel as needed.
• Attends scheduled department staff and clinical meetings.
• Performs all duties in full compliance with TVHC’s Service Excellence Standards.
• Performs all duties in support of successful EHR/EPM implementation.

Requirements

• High school diploma or GED required.
• Bilingual in English and Spanish required.
• Minimum of one (1) year of healthcare experience is highly preferred.
• Prior administrative or clerical experience in a clinical or community-based setting is highly preferred.

Qualifications

• Intermediate to advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors efficiently and productively.
• Highly flexible; able to accommodate the changing needs of the department.
• Knowledge of basic math and modern office procedures.
• Ability to work well under pressure with minimal supervision.
• Proven flexibility and willingness to handle a variety of tasks.
• Willingness to work evenings and/or weekends.
• Ability to travel to designated locations as required by supervisor.
• Basic to intermediate computer knowledge and skills.
• Training and/or experience with computer data entry and the ability to type a minimum of 45 WPM.

Pay

$22.00 - $23.39 per hour, depending on experience. This position is represented by SEIU, with compensation and benefits determined by the terms of the Collective Bargaining Agreement (CBA). Salary is based on the wage scales outlined in the agreement.

Benefits

• Medical (100% paid co-payments, premiums, etc.)
• Dental and vision (including dependent and domestic partner coverage)
• Generous paid leave benefits, including holidays
• Flexible Spending Accounts
• Retirement plans with an Employer match
• Tuition reimbursement
• Monthly treats
• Pet insurance