Front Desk Associate

Description

Acts as a member of the Operations Team in the role of one or more of the following positions:
Telephone Operator,

Front Desk Receptionist, Appointment Scheduler, Medical Records Clerk, or Interpreter Services.

All employees of FCHC must ensure service standards are delivered, including:

• Demonstrates a commitment to FCHC mission and vision.
• Demonstrates a positive attitude towards patients, employees, role, and the health center.
• Demonstrates FCHC core values (accountability, courtesy, excellence, flexibility, integrity, respect).

• Smiles and makes appropriate contact, greets individuals upon entry into building and space.
• Is customer service oriented to both internal (colleagues) and external (patients, clients, vendors, etc.)
• customers. Treats patients, customers and colleagues with dignity and respect.
• Provides timely response to requests, tasks, and inquiries. Demonstrates good service turnaround.
• Demonstrates good communication skills and communicates in a tactful manner.
• Exhibits conflict resolution skills in order to foster effective working relationships and embraces a team
• approach.
• Adheres to FCHC’s dress code policies. Employee appearance and grooming appropriate.

• Consistently shows commitment to position and team performance (i.e., attendance and punctuality).
• Consideration and acceptance of cultural differences of others; works well with individuals of diverse
• backgrounds, supporting a culture of justice, equity, diversity, and inclusion.
• Participates in training and professional development and completes required trainings in a timely manner.

• Adheres to and promotes a culture of safety and cleanliness.
• Adheres to HIPPA/Confidentiality standards.
• Respectful of FCHC property, properly and safely uses Health Center Equipment.

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• Receives incoming telephone calls.
• Answers all incoming phone calls, schedules patient appointments and
• creates a task with a detailed message for appropriate staff.
• Screens incoming calls for Providers.
• Routes calls to appropriate provider or clinical staff using established
• criteria.
• Reschedules patients/cancels providers’ schedules when necessary.
• Orients new staff to the telephone system.
• Performs other duties as assigned.

• Greets incoming patients and visitors utilizing excellent customer service skills as noted under Service
• Standards.
• Ensures all necessary consent forms are completed by patients annually.
• Obtains financial documentation from each patient/family unit in order to acquire information necessary for the
• Center’s Sliding Fee Scale Program. Obtains insurance information and verifies coverage prior to patient
• appointments.
• Utilizes the telephone and paging system to help patients receive services as necessary.
• Creates and updates patients’ electronic health record (EHR). This includes scanning the registration forms
• which are reviewed for completion and placed into the appropriate categories in the electronic health record.
• Updates patient record for changes in any demographic information. Makes appropriate changes in the
• electronic health records (EHR).
• Connects patients to the appropriate resource to handle or answers patients’ inquiries regarding sliding fee
• schedule, insurance, collections, etc.
• Assists patients in participating in special programs by giving out applications and assisting patients in the
• completion of applications.
• Collects payments of fees for current or previous visits. Provides receipts of payments to patients.
• Promotes activities such as patient portal enrollment to improve clinic engagement.

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• Submits money collected and payment journal at…