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All Staff positions at SCHC will strive to provide Patient centered, team-based, and trauma sensitive health care. Patient Services Staff will perform the focused, essential duties and responsibilities outlined in this job description, but will also be cross-trained to support all Patient Services positions in a team-based approach.This position is the front desk personnel for medical, dental, and behavioral health services and will oversee Patient flow in concert with other medical, dental, and behavioral health personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greet patients upon arrival at the clinic with a positive attitude.  
• Provide professional customer service to external and internal customers. 
• Check in patients and update registration and billing information within the medical and dental management billing software.  
• Verify that all documents are included with applications for the Sliding Fee Discount Schedule and submits documentation to Patient Advocate(s). 
• Maintain the waiting room in an orderly manner and tidy the area as needed. 
• Answer and direct all calls and clinic emails with brief and professional responses. 
• Return calls within the SCHC delegated time frame. 
• Make appointments for patients according to the clinic’s scheduling policy; confirm appointments; follow up with “no shows” according to the clinic’s no-show policy. 
• Handle triage, emergency and critical calls with professionalism and ensure prompt customer service and attention to detail.  
• Triage patient’s emergent needs in accordance with the clinic’s walk-in emergency policy. Those scheduled patients who meet emergency criteria are placed into open slots in the daily schedule.
• Schedule future appointments, as available, for patients whose needs are not urgent or emergent 
• Act as cashier and collect patient account/fees and input payments daily. 
• Check with the insurer to verify that the patient is covered by that insurance provider, and coordinate coverage limitations and eligibility for the services provided. Check to determine the patient’s co- payment responsibility. 
• Rebill for previous visits, if covered. 
• Prepare daily deposit and reconcile to the patient management billing system reports. 
• Ensure Encounter Form is complete and accurately enter data at the time of patient check out. 
• Provide back-up to and be cross trained with other departments as necessary. 
• Provide attention to detail and accuracy for any processes, data proofing, and reviews that will result in a high level of data entry. 
• Work with the front-desk team and with all other medical, dental, and behavioral health Staff to oversee quality patient care and the efficient flow through the clinic.  
• Develop knowledge of services and products that SCHC utilizes and offers, including portal and telehealth platforms. 
• Possess a well-organized knowledge of SCHC upcoming events, clinics, and activities. 
• Maintain a desk procedure manual. 
• Maintain confidentiality for both patient and employee information. 
• Work independently to resolve problems as they occur. 
• Follow opening and closing procedures. 
• Assist with mail being sent, received, and distributed. 
• General cross-training duties: 

Medical Records Coordinator: Responds to requests for medical records and other clerical duties related to medical records. 

Referrals: Responds to SCHC Care Team and patient requests for referrals to both internal and external providers and resources. 

• Perform other duties as assigned. 

EDUCATION AND/OR EXPERIENCE:

Graduation from high school or the equivalent. Two years of appropriate office work experience, including at least six months performing duties like most of those specified above.