Job Description: Phone Operator/ Medical Receptionist

Reports To : Front Office Supervisor

Status : Full-Time, Non-Exempt

Position Summary : A team player with the willingness to learn and adapt to a fast paced work environment. Bilingual in Spanish/English for translation, greet patients, check patient in/out, schedule appointments, answer calls, process and distribute mail and collect co-payments. Provide backup assistance within department areas as appropriate. The IHC is a Patient Centered Health Home and all employees are an integral part of this model of care delivery.

Duties & Responsibilities :

• Directs calls to the appropriate extensions by following the Medical Appointment Tree. Routes messages and uses electronic software to send messages to the appropriate triage personnel or resource as needed
  • Conduct phone intakes for managed care patients who have been assigned to IHC
  • Assist the Front Office staff with the daily pre-registration of patients scheduled for appointments
    • Schedules and confirms medical appointments. reschedules, cancels, performs patient call backs, and checks voice mail throughout the day
      • Routes new patients to the Eligibility Coordinator for program eligibility
      • Complies with IHC’s HIPAA and Privacy Rules
      • Uses efficient and clear communication at all times
        • Greets all patients arriving to our clinic in a friendly and professional manner including staff, vendors, providers, and community members
          • Performs data entry of insurance information and processes patient co-payments
          • Prepares intake information for medical staff using HIPAA guidelines
            • When requested, collects and deposits money at the end of every shift in accordance with the policy and procedures
            • Maintains and organizes filing systems and is knowledgeable in the operation of office equipment and software programs
            • Asks for assistance if needed when directing incoming patients and visitors to the appropriate department or provider
              • Attends and participates in all departmental meetings
              • Archive copies of all forms used by the front office staff
              • Keeps a clean, clutter free work area at all times
              • Adheres to Finance policies when registering patients for appointments and labs
              • Participate as a proactive representative of the Patient Centered Health Home
              • Perform duties utilizing the Team-Based Approach
              • Perform other duties as assigned

Required Qualifications, Knowledge &Abilities :

• Requires a high school diploma or GED
• Medical Administration Assistant certificate or similar medical certificate is preferred
• Prefer prior experience working in a similar medical position or customer service related position with at least one year working experience
• Fluent in English and Spanish (ability to read, write, and speak) required
• Previous knowledge of office practices and procedures in the medical field preferred
• Ability to follow written and oral instructions
• Basic bookkeeping experience
• Flexibility, initiative, reliability, and creativity
• Excellent customer service skills required
• Excellent phone skills required
• Familiarity with medical computer software and data entry
• Experience using Microsoft Office software packages (Word, Excel, and PowerPoint)

• Knowledge of and ability to work with the American Indian community and other minority populations

• Ability to maintain strict confidentiality