Job Title: Temporary Front Desk/Scheduler
Location: Wilmington, DE
Department: Clinical
Reports to: Site Nurse Supervisor
Schedule: Temporary Assignment
SUMMARY
Under the direct supervision of the Site Nurse Supervisor, the incumbent manages the patient schedules, appointments and provider schedules as well as other medical administration assistance to the medical providers. Register patients meeting all UDS and HRSA guidelines and direct to the appropriate person for programs available.
The incumbent will assist medical providers as directed to promote the rendering to the highest level of quality medical and customer service care to all patients. This position will also assist in the statistical data gathering and program indicator monitoring required by regulatory agencies.
RESPONSIBILITIES
The following is illustrative and not all inclusive:
Greets patients in a friendly, pleasant manner. Escorts them from the waiting area to the exam rooms.
Front desk duties include but are not limited to insurance verification, patient check-in/checkout, reminder calls, and patient scheduling.
Utilizes available foreign language skills to translate for patients when necessary.
Adhere to policies and procedures for maintaining the confidentiality of medical records to HIPAA.
Provides a variety of health related information to patients with the direction from the provider.
Answers the telephone in a courteous and timely manner, and directs calls to the appropriate person.
Monitor patient flow.
Monitor patient wait time.
Other duties as assigned.
PERFORMANCE CRITERIA
Cordial and professional demeanor in dealing with staff, patients and visitors. All persons are greeted with either "Good Morning", "Good Afternoon" or "Good Evening" followed by the person's name and then asking them "How are you feeling today?"
Refrains from transmitting any personal information (health related or otherwise) on any patient.
Answer telephone promptly and in polite and professional manner.
Telephones are answered by stating who you are and asking "How can I help you?" no later than the third ring. Messages are given to the provider staff in accordance with the procedure requested by that provider. Voicemail is checked hourly.
Performs any legitimate task not otherwise listed in this job description when requested to do so by the DOC, Chief Medical Officer, Chief Executive Officer or any other member of the senior leadership team.
Understands and knows all medical programs within the health center. (i.e. Title X, PNN, etc.)
Obtain and enter accurate demographic information into Allscripts (address, telephone number, name of insurance or self-pay status.
Schedule appointments correctly, review appointment date, time, location, and provider name with caller.
KEY PERFORMANCE INDICATORS
Provider Satisfaction
Patient Satisfaction
Patient Census
QUALIFICATIONS
Qualified applicants must have a high school diploma or GED. Knowledge of, or ability to effectively learn the medical center's EMR is mandatory. The position encompasses a number of duties, therefore, the incumbent must be skilled in effective patient communication both written and oral, proper medical record-keeping in an ambulatory health care facility, medical terminology, in addition, the incumbent must know or be willing to learn insurance verification, etc. Must have stellar customer service skills.
Schedule appointments for patients.
Inform the caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable.)
Remind the caller to arrive 15 to 30 minutes before the scheduled appointment to complete paperwork.
Remind the caller of cancellation/no show policy.
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
Act as a liaison for the patients and the Health Center:
Direct calls to other departments as needed.
Assist other staff when Spanish-English translation is needed.
Use sound judgment in handling calls, especially with upset patients.
Understanding when to escalate calls to physicians/practice manager/triage nurse.
Service patients:
Make reminder calls.
Make calls to reschedule appointments.
Provide assistance with mailings and other projects as call volume permits.
WORKING CONDITIONS
This is an hourly position and the incumbent is regularly scheduled to work forty (40) hours per week, distributed over the medical center's usual hours of operation. However, it can be anticipated that some assignments will necessitate extended hours.
Employee has direct exposure to blood or body fluids, infectious diseases, puncture wounds and workplace violence. Use of gloves, gowns, masks and goggles required as stated in standard procedures.
HIPAA STATEMENT
The individual will have access to the patient records. Professionalism and confidentiality must be maintained at all times.
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