Support Center Representative - Grace Community Health Center - Corbin, KY

Grace Community Health Center, Inc.
Job Description

Job Title: Support Center Representative
Location : Grace Community Health Center

Summary
The Support Center Representative is primarily responsible for managing patient access to the clinic by identifying and responding to patient needs. Primary responsibilities include managing the telephone traffic into the clinics (additional clinics as determined by Administration) by delivering service to the patient or transferring to the appropriate department/location with preparatory information for expedited service. Managing patient demographic and contact information is high priority during all patient contacts. The Support Center Representative influences patient flow and the general pace of the business day through scheduling decisions and work pace.

ACCOUNTABILITY
Accountable to the Support Center Team Leader and the Scheduling Manager. The employee is responsible for keeping the Support Center Team Leader and Scheduling Manager informed of support center activities and problems that arise.

TYPICAL WORKING CONDITIONS
Work is performed in office environment and involves frequent contact with staff and the public. Position may involve dealing with angry or upset people. Occasional evening or weekend work may be required. Work may be stressful at times.

PRINCIPLE DUTIES

• Manages telephone traffic into clinics by maintaining responsibility for answering incoming calls within two rings, using proper greeting and name. Schedules patient appointments and assists patients with rescheduling requests. Screens calls for physicians, and minimal patient assistance, transfers calls to other staff as necessary,


• Greets all patients and visitors promptly and pleasantly. Explains policies to patients and provides information to patients as necessary.


• Responsible for appointment scheduling, making sure enough time is allotted for special procedures or lengthy exams. Reschedules patients as instructed by the Support Center Team Leader during times when providers will be out of the office. Maintains complete understanding of appointment scheduling guidelines.


• Updates clerical information on all established patients. Always verifies the following information during each phone call with patient:


• Patient Name


• Birthdate


• Address


• Phone Number


• Patient Primary Care Provider


• Assists with contacting patients to remind them of their upcoming appointments or to schedule follow-up appointments from the recall list with providers.


• Provide superior customer service to all patients, external customers (office staff of other offices, hospital, community agencies, etc.), and co-workers. Serves as an ambassador of the Grace Community Health Center in all conversations and interactions with these parties.


• Assists with other duties or in other departments as instructed by supervisor.


• Maintains personal compliance with all GCHC policies and procedures (OSHA, HIPAA, Standing Orders, etc.)


• Acknowledges that GCHC clinics strive to be a patient-centered medical home and, as such, prescribe to team-based delivery of primary care services. Recognizes that the completion of the above listed duties illustrates the employee’s role in aforementioned team-based care and accepts responsibility for being an active member of the team, including identification of quality improvement opportunities.


• Cooperates fully with all aspects of Corporate Compliance Plan.


• Participates in all safety programs which may include assignment to an emergency response team.

PROFESSIONAL DEVELOPMENT
The employee would be expected to keep up to date with current techniques specific to medical offices, which relate to their job and medical offices in general. This is especially important in the areas of insurance coverage and claims, patient flow, scheduling, assuring correct patient information, and handling patient relations.

EVALUATION
The employee will be evaluated annually by the Team Leader or Scheduling Manager with input from the Chief Operating Officer, providers, and support staff as appropriate.

QUALIFICATIONS
Successful applicants will be mature and well organized with pleasant personality and speaking voice. Since this position provides the patient or visitors first impression of our clinic, professional appearance, and warm, friendly demeanor. High school diploma or vocational school graduate with basic bookkeeping/cashiering knowledge or ability, and accurate typing skills. Position requires skills in verbal and written communication. Preference will be given to candidate with post high school secretarial and/or business courses, and/or previous medical office experience.

TYPICAL PHYSICAL DEMANDS
This position requires sitting, some bending, stooping and stretching. Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment are also required. Position requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Employees will be required lift papers or boxes up to 50 pounds occasionally.

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required in order to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer.

Required experience:

Required education:

• High school or equivalent

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