Under the supervision of the Manager of Patient Access and Scheduling, the Patient Scheduling Clerk performs patient registration, schedules appointments, instructs and assists clients with regard to appropriate scheduling protocols/clinic procedures, answers and directs all phone calls, maintains a professional and confidential working environment. The Patient Scheduling Clerk assists trained staff where needed and uses initiative, sound judgment, and communication skills to enable efficient and effective use of the Scheduling Center and its resources.

MAJOR DUTIES/ESSENTIAL FUNCTIONS

• Essential and other important responsibilities and duties may include, but are not limited to the following:
• Schedules appointments, records information, and effectively communicates appointment schedule to patients.
• Controls the flow of calls that are presented on the Zeacom desktop application.
• Performs necessary registration functions to include registering a new patient as well as verifies current demographic information in eClinicals. Updates demographic information, emergency contact information, and "other" information as dictated.
• Serves as liaison between patients, teammates, and the health centers.
• Maintains a clean, organized, and safe working environment.
• Reviews all client related information for accuracy and completeness of information, assisting the client where necessary
• Maintains files and/or client database.
• Performs within expected guidelines regarding hold time, dropped calls, calls answered, abandoned calls, etc.
• Meets key metrics important for goals and benchmark data.
• Floats to cover absences of Patient Registration Clerks at the community health centers.
• Attends monthly Patient Registration Clerk meetings.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent.
• One (1) year of experience in an office setting, preferably a medical office setting.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Strong customer service background.

Knowledge of medical terminology and insurances.

Good oral, written, and telephone communication skills.

Bilingual: English/Spanish preferred.

Ability to work independently or in a team oriented environment and interrelate well with individuals with diverse ethnic and cultural backgrounds and needs.

Demonstrated proficiency with business software (e.g. Microsoft Office Suite-Word, Excel, Outlook and/or PowerPoint preferred).

SUPERVISORY CONTROLS

The position reports directly to the Manager of Patient Access and Scheduling.

GUIDELINES

The position abides by all rules and regulations set forth by applicable licensing and regulatory bodies, as well as UHC policies and procedures

PERSONAL CONTACTS

The position requires contact with staff at all levels throughout the organization. There are also external organization relationships that may be a part of the work of this individual.

PHYSICAL EFFORT AND WORK ENVIRONMENT

Must be physically able to sit for prolonged periods of time at a desk, and use the telephone for long periods of time.

Must be able to bend, and lift.

Must have visual acuity and the ability to sustain long periods of computer usage.

The office environment may be stressful with multiple, time-sensitive tasks to be accomplished within a short period of time.

Must be able to work independently with minimal supervision, be capable of making sound business decisions, and be detail oriented, alert and self-motivated.

Must be able to effectively manage difficult situations, staff, and customers.

The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

Unity Health Care provides primary health care services to underserved patients in Washington, DC. As a federally qualified health center, there is a commitment to serving traditionally underserved people in the community. Unity seeks to maintain facilities which are safe, sanitary, and serviceable.

See the ADA Physical Efforts Effort Checklist.

DISTINGUISHING CHARACTERISTICS

Hours may include some evenings and/or Saturday work. While every effort is made to assign staff to one clinic site regularly, Unity may change the assigned clinic and/or site temporarily or permanently, depending upon the need.

RISKS

The position involves everyday risk and discomforts, which require normal safety precautions typical of such places as offices, meetings, training rooms, and other UHC health Care Sites. The work area is adequately lit, heated, and ventilated. All medical services shall be provided according to medically accepted community standards of care. The employee shall provide evidence of a recent (within the past twelve (12) months) health assessment that includes a PPD and/or chest x-ray results.

The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.