Front Office I - Bilingual in Thai

POSITION: Front Office I

STATUS: Non-exempt; full time

REPORTS TO: Front Office Supervisor

SUPERVISES: None

DEPARTMENT: Clinic Operations

UNIT: Front Office

OFFICIAL DUTY STATION: Los Feliz Health Center (1530 Hillhurst Avenue, Los Angeles, CA 90027)

BENEFITS:

• Medical, Dental, and Vision Insurance
• 12 Paid Holidays
• Vacation and Personal Leave
• 401(k) Retirement Plan
• Life Insurance, Short Term Disability, Accident Insurance, etc.
• Commuter and Ride Share Program
• TicketsAtWork Discounts
• Employee Assistance Program (EAP)
• Public Service Loan Forgiveness (Licensed Professional only)
• CME/CEU Support (Licensed Professional only)
• Relocation Allowance (Licensed Professional only)
• License Renewal Fee reimbursements (Licensed Professional only)

DUTIES AND RESPONSIBILITIES:

Patient-care related services:

1. Greet patients as this position is the face of the Health Center.
2. Verify patient’s appointment on the NextGen Enterprise Practice Management (EPM).
3. Update and verifies patient’s information/data contained in NextGen EPM.
4. Check and correct any additional system alerts in NextGen EPM.
5. Scan documents such as program applications, requirements, ID and insurance card into NextGen ICS.
6. Check to make sure that Financial Screening, program enrollment and verification is completed at check in.
7. Enroll/Renew patient program such as Family PACT, MHLA, CHDP, EWC, PE, Sliding Fee Discount Program (SFDP) or Self-Pay.
8. Review and explain forms in the patient registration packet to patient at new patient registration and annual screening/review process for established patient.
9. Verify or set up insurance in NextGen EPM.
10. Collect any pervious balance and all co-pays that are outstanding or due this visit.
11. Place fee ticket with all appropriate documentation in identified provider bin.
12. Maintain smooth patient flow through communication between patient, provider, Medical Assistant (MA) and other clinic support staff.
13. Handle scheduling inquiries and make appropriate patient appointments.
14. Provide assistance and information to patient when requested.
15. Consistently complete patient check in and checkout in a timely manner.
16. Review and provide patient with Patient Plan printed by provider team, appointment card and any other pertinent information attached to the patient medical record.
17. Provide directions to patient on check in process at Dispensary for medications prescribed.
18. Consistently provide marketing for health center through the solicitation of patient donations.
19. Give parking tokens to vendors and/or visitors appropriately.
20. Keep clinic and waiting area clean, organized and safe.
21. Answer telephone calls promptly and courteously.
22. Retrieve voice mail messages and return calls appropriately.
23. Transfer telephone calls to other staff (e.g. nursing staff, enrollment staff or etc. accordingly) appropriately.
24. Make, cancel and re-schedule appointments as needed.
25. Consistently provide financial screening for all next day patient charts during the course of the workday.
26. Call all patients that need to provide additional financial information for their next day appointment.
27. Call all patient if upon financial screening review patients’ medical home or Primary Care Provider (PCP) is not anchored with APHCV.
28. Assist patient in selection and changes of PCP at Health Centers and maintain up-to-date PCP assignment in NextGen EPM, and make a referral to Enrollment Unit if external PCP assignment change is necessary.
29. Provide Health Center information by reviewing the Patient Guide at the new patient registration and at annual screening/review process for established patient.
30. Ensure proper credit/payment is maintained on patient’s account (e.g. perform cashiering duties, posting charges, prints out receipt, etc.).
31. Perform all opening and closing functions as required such as opening and closing of daily cash box, batching and posting encounters, counting and preparing daily deposit and all other necessary activities.
32. Turn on and turn off television in patient waiting area at appropriate times.
33. Maintain patient comment box i.e. supply of comment cards, retrieving comments periodically.
34. Ensure infection control by wearing mask when exposure is known i.e. when patient or self is coughing consistently.
35. Monitor and assure that clinic forms are replenished in a timely manner (e.g. patient registration forms, new patient welcome packet etc.).
36. Maintain an adequate paper supply on the photocopy machine.
37. Shred unnecessary printed Patient Protected Health Information and fee tickets on daily basis.
38. Attend and participate in clinic staff meetings and training: always come prepared with a notebook and a pen.
39. Assist in data collection for Clinic Operations performance measures.
40. Forward patient’s concern and feedback to appropriate personnel within APHCV for resolution and optimization of clinic efficiency.
41. Perform any other duties as assigned by supervisor(s).

Performance Expectations:

1. Maintain professionalism and excellent customer service at all times with patients, caregivers, and other staff regardless of cultural, education, socio-economic and linguistic background.
2. Speak clearly, distinctly and professionally on telephone and face to face patient encounters.
3. Maintain high level attendance pattern to ensure department is accurately covered at all times.
4. Work as a team player and be willing to assist co-workers in other duties within his/her capabilities, to aid the clinic team in providing good efficient patient care.
5. Facilitate patient flow by working effectively and efficiently.
6. Work Saturdays and evening hours as scheduled.
7. Maintain open communication with other clinic staff.
8. Meet other performance expectations as conveyed by supervisor(s).

SUMMARY:

APHCV expects all Clinic Operations (CO) Staff to be a part of the revenue cycle process that contributes to the optimization of capturing, management and collection of patient service revenue.

As APHCV is in the business to serve patients APHCV is committed to the provision of patient centric care at all level, from the CO Call Center, Front Office and Medical Interpreters (and beyond).

This position will be a part of a multi-disciplinary care team that facilitates and provides culturally and linguistically sensitive services by assisting with patient flow activities to reduce patient wait time and to provide higher overall patient’s satisfaction. This position is responsible for the accurate collection of patient demographic and financial information at each patient visit.

APHCV expects all employees to respond and participate in emergency situation per emergency policies and procedures; and follow APHCV policies and procedures.

APHCV is a tobacco-free organization.

REQUIRED:

1. High School Diploma and 1 year minimum working experience in front and back clinic office functions, patient scheduling and registration.
2. Must be able to materially perform the task normally associated with the position including but not limited to: ability to lift up to 25 lbs.
3. Must be available to work Saturdays and evenings as scheduled.
4. Proficiency in written and verbal English and targeted language.

PREFERRED:

1. Knowledge of various health programs (i.e. FPACT, EWC, BCEDP, Medi-Cal, Medicare, etc.).
2. Exceptional customer service skills.
3. Proficiency in PC/MAC – working knowledge of Microsoft Office applications, NextGen, Intranet and Internet.
4. Ability to prioritize assignments to complete work in a timely manner.

HIRING REQUIREMENTS:

1. Legal authorization to work in the United States 
2. A valid Government issued photo ID
3. Completion of Health Assessment Form
4. Completion of background check