Lead Receptionist - Family Health Care Centers of Greater Los Angeles, Inc.

JOB TITLE: Lead Receptionist

DEPARTMENT: Reception

REPORTS TO: Reception Supervisor

DUTIES/RESPONSIBILITIES:

1. Position may require that the receptionist travel to 5 different clinical sites located in Bell Gardens, Hawaiian Gardens, Downey, and Commerce as needed for coverage, etc.
2. Maintains a friendly and courteous demeanor at all times with all patients and visitors with whom they interface.
3. Individual is responsible to take legible and informative messages.
4. Employee will return calls in a timely manner when necessary.
5. Facilitates patient registration/processing in order to reduce patient wait time.
6. Ensures all patients undergo client eligibility screening and documentation is maintained on file.
7. Shall scan all pertinent patient documents as needed- same day.
8. Explains clinic procedure, fee process, and general information to clients as needed.
9. Maintains cleanliness and organization of the reception area.
10. Review, corrects and obtains current patient information for all necessary documents and NextGen PMS system.
11. Undertakes continuous self-improvement, attending applicable training, seminars, in-services and educational classes to maintain skills competency and current knowledge for standard of care and effective practices.

1. Responsible for following all agency safety and health standards, regulations, procedures, policies and practices.

13. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.

1. Responds efficiently and timely to all patient and provider staff needs and inquiries.
2. Ensures excellent customer service to all FHCCGLA patients.

1. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.

1. Handles patient grievances according to FHCCGLA’s Policy & Procedure.

1. Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
2. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.
3. Attends the following meetings/trainings:
• Mandatory Quarterly Staff Meeting/Trainings- Quarterly (Jan., Apr., Jul. & Oct.)
• Corporate Risk Management Meeting- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
• Clinical & Operations (C&O) Meeting- As needed (advanced notice will be provided when feasible)
• Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)

1. Other pertinent meetings- As scheduled
2. Remains informed of:
   • Current legal and regulatory changes related to scope of practice.
   • Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
   • All applicable Policies & Procedures

1. Informs or refers any questions (when unsure), concerns, and/or patient grievances to the attention of the immediate supervisor to ensure appropriate handling of the situation.
2. Answer phone line and route calls to appropriate departments and individuals.
3. Responsible to ensure that all incoming appointments are scheduled in a prompt and timely manner.
4. Will schedule appointments in a fashion that encourages good patient flow.
5. Ensure that he/she conducts self in a clear and friendly manner when answering the phone.
6. Appropriately informs patients regarding all eligibility requirements and first visit to the clinic instructions as necessary.

LEAD RECEPTIONIST DUTIES:

1. Will assist Reception Supervisor to conduct in-house trainings.
2. Shall assist Reception Supervisor to watch over patient wait times and communicate with back-office any concerns.
3. Will work with the Operations Manager to promote a smooth patient flow.
4. Will assist Reception Supervisor with any provider schedules, scheduling, blocking shifts, etc.
5. Will assist the Reception Supervisor to conduct random reviews of staff to ensure that monthly audits are being conducted as required.
6. Will assist Reception Supervisor to coordinate reception staff scheduling for coverage on Saturdays.
7. Will assist Reception Supervisor to reference the provider calendar on a daily basis in order to become more aware of clinics daily expectations and scheduling availability.
8. Will assist Reception Supervisor with all reports (Appointment Not Kept, Diversion, etc.)
9. Will assist Reception Supervisor to oversee the reception staff as needed. 
10. Will assist supervisor to conduct in-house audits.
11. All other duties as assigned.

QUALIFICATIONS: 

1. High school diploma, minimum (or GED equivalent).

1. Current CPR Certification- required to be kept up to date.

1. FQHC experience, highly preferred.
2. Excellent analytical skills.
3. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
4. Excellent writing and verbal communication skills.
5. Knowledge of administrative principles and procedures.

1. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).

1. Ability to take initiative in performing and completing tasks.

1. Bilingual English/Spanish and familiarity with the Hispanic culture.
2. Access to automobile with valid California driver’s license and state mandated automobile insurance.
3. Work schedule may include evenings, overtime, and weekends as needed.

1. Ability to prioritize workload and work under pressure of deadlines. 
2. Ability to meet tight time sensitive deadlines.

1. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
2. Willingness to adapt to changes with regards to the agency’s growth and expansion.
3. Ability to speak Spanish, preferred.

1. Willing to travel to other FHCCGLA clinic sites as needed.
2. Ability to function self-sufficiently, requiring little supervision.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

1. Ability to work well with others in a professional and team-oriented environment.

1. Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
2. Ability to relate to the public regardless of ethnic, religion and economic status.

1. Excellent communication skills.
2. Willingness to travel.

1. Strong planning and organizational skills.
2. Problem analysis and critical thinking skills.
3. Excellent customer service skills.
4. Knowledge of the following (but not limited to), preferred:

My Health LA                     PPO’s                                  HMO’s

Medicare                            Family PACT                     CPSP         

Medi-Cal                             Fee-for-Service                 CHDP

Managed Care Plans       Every Woman Counts