Front Office Receptionist Lead; Bilingual

Overview

Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Front Office Receptionist Lead performs clerical and client services tasks required for the greeting, registration, and processing of scheduled and unscheduled clients in the reception area. Making clients feel welcomed is a primary responsibility of the check-in receptionist.

The Lead serves as a role model for other Front Office staff and acts as liaison for the front office department in coordinating meetings, scheduling training, keeping informed about changes effecting the department, and helping to insure department efficiency.

This is an on-site position, non hybrid/remote.

• Displays excellent customer service and acts as a lead resource for more complicated Front Office questions/issues.
• Greets, welcomes, and assists all clients entering the waiting room, processes those who have appointments, and notifies in advance each client of expected wait times. While maintaining a professional demeanor, answers inquiries regarding general clinic information.
• Utilizing customer service skills, answers incoming calls and provides assistance, makes appointments, routes calls as appropriate, or provides information to the caller, as needed.
• Calls clients to confirm next-day appointments and performs needed cancellations or rescheduling based on client contract.
• Processes walk-in requests for appointments according to established procedures. Provides alternative medical service information for new clients who cannot be seen due to scheduling constraints.
• Accurately enters and confirms billing and demographic data in Practice Management System for all clients during check-in process, capturing vital demographic data and authorized signatures. Verifies timelines of arrival, collects new patient private pay deposits. Clearly documents on the superbill. Prepares charts and superbills for appointments for both new and established clients in advance.
• Willingly assists nurses by acting as a resource for servicing overflow calls to nurses’ phone extensions. Accurately takes detailed messages and/or provides information to the caller as needed. Routes all nurse messages in a timely manner.
• Handles patient payments and responsible for accurate reconciliation of receipts and charges.
• Maintains the patient waiting room in a clean and orderly condition during hours of clinic operation.
• Informs appropriate staff as needed for repairs or maintenance.
• Per protocols, schedules and maintains appointments in the Practice Management System including phone requests for appointments transferred from other employees and during client discharge. While demonstrating excellent customer service skills, informs all patients being scheduled regarding payment obligations, documents needed, and clinic policies and procedures.
• Maintains control of daily superbill copies and turns them into the supervisor for reconciliation with Master Superbill Control Sheets.
• Calls patients to make follow-up appointments or mail out letters per providers request to follow-up
• Transfers calls to internal extensions or pages overhead to locate the recipient of the call, and pages for staff as necessary.
• Other duties as assigned.

• High School diploma or equivalent (GED) required.
• Must have at least one year of experience working as a Front Office Receptionist or Front Office setting.
• Completion of college coursework a plus.
• Excellent customer service experience.
• Experience supervising front office staff and or desired to learn.
• Experience manging large volume of administrative tasks.
• Process improvement experience desired.
• Experience with EPIC Electronic Health Records preferred.

• Ability to communicate effectively in English/Spanish verbally and written is required.
• Ability to read in English/Spanish is required.
• Intermediate or and advance knowledge of computers and Windows environment.
• Basic knowledge of Microsoft Office products including;
  Excel, Word, and Power-Point. Word processing skills at a minimum of 45 wpm.
• Requires high level of initiative, attention to detail and the ability to follow-through on assignments independently to completion.
• Demonstrated ability to handle multiple, competing and varied tasks and manage the flow of work successfully.
• Ability to prioritize assignments/patients as needed.
• Ability to represent the clinic in as very professional manner to the public and within the organization well with individuals at all levels of authority.
• Ability to handle personnel issues with…