As a Clinic Office Specialist I you will provide excellent customer service in PHC medical or dental clinics, delivering quality patient registration, scheduling, and payment handling processes. You will coordinate with PHC team members to provide positive service experiences for patients. You'll follow assigned workflows to ensure maximum patient access and organizational success. This position will be based at West Side Clinic and will regularly float to East Side Clinic and PHC at Mercy Family Medicine Residency Clinic. The position may fill in at other locations as needed. What's Great About this Position?
Enjoy work-life balance with a stable work schedule, Monday - Friday 8 AM - 5 PM. Some evenings until 8 PM and Saturdays 9 AM - 1 PM may be required.
Earn a $5.00 per hour shift differential if you work atleast a 3-hour shift after 5 PM on weekdays or anytime on Saturdays.
Enjoy awesome paid time off benefits including 4 weeks of PTO you'll accrue during your first year of employment plus paid holidays
What You Will Do
Monitors patient schedules in the medical or dental scheduling system to ensure optimization. Schedules patient appointments for medical or dental clinics, identifying and correcting inaccuracies. Contacts patients due for recalls to fill the schedule, as assigned. Completes PHC Way workflows including, but not limited to, pre-registration, jockeying the schedule, scrubbing and raking, and robust confirmation calls.
Accurately loads insurance into the patient’s registration, ensuring insurance name and ID number are correct. Utilizes Real Time Eligibility (RTE) to confirm active insurance eligibility and refers the patient to the Health Benefit Specialist (HBS) if the insurance is inactive. Follows appropriate workflows when HBS is not available.
Ensures a consistent revenue cycle process in a medical or dental clinic. Completes accurate registration per the medical or dental clinic patient registration workflow paying particular attention to patient phone number, address, household income, homeless status, and guarantor.
Collects and records patient payments at time of service. Manages assigned cash box per the Front Office Collections Workflow and Money Handling Expectations. Refers patients to Health Benefit Specialists when appropriate. Scans all acquired patient documentation and accurately indexes into electronic health records.
Takes actions to create a positive customer experience for internal and external customers. Greets visitors, offering prompt and friendly service to those entering the building, calling on the phone, or through electronic messages in a professional and timely manner to ensure their needs are met. Accurately documents messages and communicates to the appropriate individual.
Offers appropriate resources to assist patients in overcoming barriers in making or keeping their appointment (e.g., telehealth, referral to family support workers). Completes assigned internal and/or external referrals.
Manages the waiting area. Identifies if patient appointment is running behind and keeps patient informed. Ensures the reception area and waiting room is clean and tidy. Maintains visitor log. Provides and collects visitor badges.
Qualifications You'll Need
Required
Bilingual Spanish/English communication skills, written and verbal.
A minimum of 1 year in a healthcare environment or 2 years in a customer service role.
Excellent customer service skills and commitment to service excellence.
Effective verbal and written communication skills.
Good problem-solving skills with ability to apply critical thinking.
Takes initiative and demonstrates dependability.
Team oriented with ability to collaborate effectively with others.
Listening and reading skills with ability to follow written and verbal instructions.
Basic math skills with ability to count money and making change.
Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications.
Detail oriented with high degree of accuracy
Prioritization skills.
Strong interpersonal skills with ability to establish and maintain effective working relationships with a diverse group of individuals.
Demonstrates professionalism with ability to remain calm in all situations and show empathy.
Preferred
Associate degree in related field.
Work experience in a community health center, medical or dental clinic, or in the essential functions of the position.
Experience working with patient registration systems and electronic health records.
Experience using multiline telephone system.
Experience working with and knowledge of clinical terminology and health insurance.
We Take Care of Our People
Your experience and skills determine your base pay. The hiring range for this position is typically $14.15 – 17.40 per hour. Candidates with extensive work experience related to this position may be considered for additional compensation up to the pay grade maximum of $21.23 per hour. In addition to base pay, PHC offers a comprehensive benefits package, including:
Generous PTO accrual equal to 4 weeks over the fist year of employment
Eight paid holidays
Tuition reimbursement program
401k with company match
Medical insurance
Dental insurance
Vision insurance
Life & disability insurance
Flexible spending & health savings accounts
Supplemental accident & critical illness insurance
Discounted pet insurance
PHC Pride rewards program
Visit https://phciowa.org/careers for a summary of PHC’s benefits.
Grow Your Career with PHC
We take pride in offering development and growth opportunities to our team. Some of our training opportunities include Emerging Leaders, Dental Assitant Trainee Program, & Medical Assistant Trainee Program. In the last year, over 30% of our open positions were filled through promotions or transfers.
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