Under the supervision of the Director of Patient Access and Scheduling, the Patient Scheduling Clerk, answers a high volume of calls and schedule appointments, instructs and assists clients with regard to appropriate scheduling protocols/clinic procedures, maintains a professional and confidential working environment. The Patient Scheduling Clerk assist and trains staff, where needed and uses initiative, sound judgment, and communication skills to enable efficient and effective use of the Scheduling Center and its resources.

• Answers a high volume of calls, schedule, reschedule, confirm and cancel appointments, return all call backs generated in the system, records information and effectively communicates scheduled appointment to patients
• Answer and evaluate patient need, create telephone encounter and send to appropriate team for resolution, direct phone calls to appropriate site, advice nurse or leadership
• Control flow of calls that are presented in the TouchPoint desktop system
• Introduce patients to the patient portal and advise them of the features and benefits the portal offers
• Web enable and reset locked account for web enabled patients per patient request
• Verify and update current demographic information
• Discreetly handles and enters sensitive personal confidential information while adhering to Unity's HIPAA guidelines ensuring the proper handling of sensitive information.
• Serves as liaison between patients, staff and the health center leadership
• Reviews all client related information for accuracy and completeness, confirm appointments and assist the client where necessary
• Perform responsibilities with the required Customer Service standards
• Performs within expected guidelines regarding talk time and wait time
• Maintains a clean, organized, and safe working environment.
• Maintains files and/or client database
• Meets key metrics important for goals and benchmark data
• Performs other duties as assigned

MINIMUM QUALIFICATIONS

• High school diploma or equivalent.
• Fluent in both English/Spanish preferred
• Excellent interpersonal communication, customer service and telephone equites skills.
• Minimum of one-year experience in an office setting, preferably a medical office setting.

• Strong customer service background.
• Some knowledge of medical terminology
• 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.
• Basic working knowledge of computers.
• Typing 40 WPM preferred.

The position reports directly to the Director of Patient Access and Scheduling and Patient Scheduling Supervisors

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. 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. 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.