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Position: Appointments Clerk

Responsible To : Chief of Health Center Operations

Department: Appointments

Summary: 

Appointments Clerk Team Member is an important member of the service delivery team, providing excellent customer service by greeting patients promptly and personable so that all patients can be scheduled appropriately.  She/he manages appointment schedules for services providers, keeping patients and staff informed of the daily schedule. This position is also responsible for managing cancellations, no show appointments, and rescheduling patients effectively and efficiently.  S/he will continually update their computer and service knowledge skills in order to function effectively with Electronic Medical Records (EMR).

 

 

EXPECTATIONS:

  • Arrives on time and adheres to set schedule.
  • Consistently and openly communicates with supervisor and all staff.
  • Collects and records data accurately.
  • Works flexible or extended hours where necessary.
  • Participates in health center in-services, listening and respecting others’ ideas.
  • Abides by Rules of Confidentiality.
  • Demonstrates awareness of, and compliance with, organizational mission and objective of Camarena Health to provide health care access and support services for all members of the community.
  • Use of professionalism and best efforts in your position.

Duties and Responsibilities:

  1. Focus on Intake Facilitation:

      1.0    Pre-Registration:

  • Greets patients using proper phone etiquette using greeting. Supply patient with company name, your position and your name, when answering or making calls.
  • Informing patient what documentation to bring for visit.
  • Coordinates walk-in patients by scheduling appropriately and letting caller know arrival time.
  • If stationed at a site where patients are seen, Clerk is expected to register patients as needed to cover breaks, lunches or staff shortages.
  1. Focus on Scheduling:
    • Manages and maintains patient appointments; schedules according to standard for all services and staff as assigned.
    • Interacts with patients regarding procedures for available service; orients patients to required information needed at time of service for optimum care and provides them with awareness of general procedure costs.
    • Coordinates clinician schedules to maximize appointment availability with patients concerning rescheduling reasons and alternatives.
    • Coordinates assembling and pre-mailing of registration and welcoming packets for new patients.
    • Acts as back-up to Receptionist.

 

  1. Focus on Teamwork:
    • Employees are expected to work as a team, and be flexible to work at our other facilities as needed.
    • Works flexible or extended hours where necessary
    • Demonstrates self-initiative & self-motivation to help the team with work flow; good team player. Acquires and maintains the knowledge and skill necessary to work in all service pods.
    • All Appointment Clerks act as a back-up to each other by learning all functions. If stationed at a site where patients are seen, Clerk is expected to register patients as needed to cover breaks, lunches or staff shortages.
    • Various other duties as assigned by supervisor; duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, verbally, or in writing
  • Focus on Corporate Expectations/Standards:
    • Demonstrates awareness of, and compliance with, organizational mission and objective of Camarena Health to provide health care access and support services for all members of the community.
    • Attends and actively participates in all meetings (e.g., department meetings, program meetings, employee staff meetings) and other activities as required or assigned
    • Demonstrates awareness of, and compliance with, organizational mission and objective of Camarena Health to provide health care access and support services for all members of the community
  • Maintains confidentiality and respect for information regarding patients and other team members; abides by Camarena Health Rules of Confidentiality.
  • Other work-related duties as assigned by supervisor; duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.

Minimum Requirements:

  1. Education:                        
    • High School Diploma or GED

    Prior Experience:                           

    • Experience equivalent to two years in general or medical office procedures.

    Certifications:

    • Must maintain current CPR certification

    Skills:

    • Fully bilingual (English-Spanish); Excellent oral and written skills
    • Intermediate computer skills
    • Keyboarding (20 wpm); software management
    • Medical Terminology
    • Customer-service oriented
    • Well organized, systematic, prompt
    • Able to quickly build and maintain rapport with patients and providers of differing backgrounds;

    team player

    • Corrects grammar and spelling
    • 10 Key calculator
    • Diagnostic indexing (ICD-9 codes)

    Physical Requirements:

    • Must be able to lift up to 20 pounds and push up to 50 pounds (on wheels).
    • Must be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to clients and staff.
    • Must be able to have vision that is adequate to read memos, a computer screen, personnel forms and clinical and administrative documents.
    • Must have high manual dexterity.
    • Must be able to reach above the shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouching, reaching, kneeling, twisting/turning.

     

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