Gateway Community Health Center, Inc.
Laredo, TX, United States
May 14, 2020
Aug 27, 2020
Assists patients, visitors, and all callers to the Center with routine inquiries regarding Center services, locations, hours of operation, and requests for appointment. Directs telephone calls to appropriate departments/individuals or takes messages, pages staff/clients as requested. Serves as a patient advocate and is responsible for facilitating access to care for new patients in an efficient and timely manner, with emphasis placed on aggressively working the predicted, reactive, and interactive scheduling to maximize patient entry into the system. Conducts him/herself in a professional courteous manner at all times.
SUPERVISION: Directly supervised by the Director of Clinical Operations
TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, stooping and bending. May require moving up to 25 pounds. Requires the use of office equipment such as, switch board, computer terminals, telephone and copiers, etc.
Serves as a patient advocate for both new and established patients to facilitate access to the Center and address patient needs.
Becomes well-informed on all Center functions, including, but not limited to, sites, services, hours of operation, registration procedures, and appointment protocols.
Addresses all patients, whether via incoming telephone calls or in-person, in a professional and courteous manner, and conforms with approved scripts for addressing patients
Directs patients and/or phone calls to appropriate department or individual after assessing situation carefully and advises supervisor of any inquiries or complaints that require immediate attention.
Acts as a liaison between the patient/caller and various Center departments to address patient needs.
Takes messages as necessary utilizing the Center's practice management system.
Pages staff/clients as necessary.
Provides patients with appointments following protocol and refers any clinical triaging questions to appropriate clinical personnel.
Prints appointment schedules a minimum of two days ahead to confirm all appointments by telephone.
Keeps working area organized
Speaks clearly when addressing a patient via-telephone.
Responsible for taking accurate and complete patient information via-telephone.
Categorizing patients by using predictive scheduling (patient with a set appointment), reactive scheduling (a changed appointment, i.e. cancelled appointment), interactive scheduling (appointment after discussing with patient, provider, medical support staff when the patient should be scheduled).
Assists with the processing of all incoming faxes through the Fax Server and records patient number on the faxes according to the practice management system, when assigned.
Attends and participates in staff development trainings.
Assist in the training of other employees as needed.
Arranges for the repair and maintenance of office equipment.
Makes copies of appointment log.
Performs other duties as assigned.
SKILLS AND ABILITIES:
Ability to interpret, understand and carry out orders.
Ability to effectively communicate verbally and in writing with doctors, nurses, patients and administration.
Ability to work flexible hours.
Maintain patient confidentiality.
Ability to communicate effectively with patient population in both verbal and written communication.
Ability to interpret, understand and carry out instructions and orders.
Graduate from an accredited high school or GED program.
Graduate and receive certificate of completion from an accredited vocational/technical school in Medical Office Assistant.
Must be Registered/Certified with National Association for Healthcare Professionals or American Allied Health. Registration/certification must be kept current.
Two years' experience in this field preferred.
Must have a current BLS/CPR certificate.
Bilingual in English/Spanish is preferred.