Lead Front Office Receptionist

Job description

Job Description : Lead Medical Front Office Receptionist
Reports To: Front Office Supervisor and Clinic Manager
Status: Full-Time Regular, Non-Exempt
Position Summary: This role supports the Front Office Supervisor by overseeing workflow, guiding team members, and maintaining efficient patient flow and service standards. To enhance customer service by providing peer leadership with organizational authority within the receptionist teams to make necessary decisions. Be available for staffing or other decisions when supervisor is absent.
The Front Office team plays a key role as the first point of contact for patients in the clinic.
The primary responsibility of the Front Office is to maintain a positive patient experience, and ensures the timely flow of information and paperwork between the patient, clinical staff, registration staff, and billing staff. The Front Office greets, instructs, and assists patients with paperwork and completion of forms; monitor the waiting room and the patient's experience in the waiting room; communicate insurance coverage and payment responsibilities to the patients; and collects any patient payments due at the time of the visit. 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:
• Collaborates closely with the Front Office Supervisor to ensure efficient daily operations, support staff development, promote workflow efficiency and maintain high standards of patient service.
• Serving as the primary point of contact for Front Office Staff in the absence of the Front Office Supervisor.
• Assisting with training and onboarding of new Front Office staff
• Schedules and confirms medical appointments. reschedules, cancels, performs patient call backs, and checks voice mail throughout the day
• Performs data entry of insurance information and processes patient co-payments
• Screens new members for assignation to our health center and other eligibility purposes
• 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
• Prepares intake information and initial registration following 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
• Maintains a current source of Front Office paperwork and forms Keeps a clean, clutter free work area at all times
• Adheres to Finance policies when registering patients for appointments and labs
• Participates as a proactive representative of the Patient Centered Health Home
• Performs duties utilizing the Team-Based Approach
• Performs other duties as assigned

Required Qualifications, Knowledge &Abilities:
• High School or equivalent (required), some College
• Certified Medical Administrative Assistant (CMMA) from National Healthcare Association (NCA)
• Demonstrated excellence in all areas of the Receptionist position.
• Five year minimum experience in Customer Service position.
• Prior experience in Managed Care/Medi-Cal such as F-Pact,CDP,CHDP, and presumptive eligibility preferred
• Fluent in English and Spanish (ability to read, write and speak) preferred.
• Excellent phone skills required
• Previous knowledge of office practices and procedures in the medical field preferred
• Familiarity with medical computer software and data entry
• Knowledge of & ability to work with the American Indian community & other minority populations
• Ability to maintain strict confidentiality
• Ability to function independently and as a team member within diverse environments as well as with a diverse staff composition
• Willingness to train in other areas of the Medical department

Preference is given to qualified American Indians in accordance with the American Indian Alaskan Native Preference Act (Title 25, U.S. Code Sections 472, 473 and 473a). Other than the above, the Indian Health Center of Santa Clara Valley is an equal opportunity employer including minorities, women, disabled and veterans.