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JOB PURPOSE: The Medical Office Receptionist (MOR) serves in a clerical role as part of a team providing quality healthcare to El Rio Health patients. In this role, the MOR provides clerical and operational support of clinical operations for El Rio Health at a location assigned by management. The scope of responsibility for a Medical Office Receptionist employee is limited and will adhere to the Policies and Procedures of El Rio Health. An employee in this position routinely works with general supervision and review, and any work problems involving departures from standard policies, interpretations, or procedures are reviewed with the supervisor for resolution.

The primary goal of the El Rio Health Medical Office Receptionist is to support El Rio’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

Essential Job Functions:

• Performs and/or completes all clerical and non-clinical assigned duties, tasks,

responsibilities and assignments for a Medical Office Receptionist within reasonable time frames while meeting established rates of performance for the position; ensuring the highest standards of excellence and the lowest of error rates in performing assigned duties.

• Maintains proficient skill levels that meet defined performance expectations for a Medical Office Receptionist, as evidenced by successful completion of competency skills evaluations for this position on an annual basis.
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures to include, but not limited to: work areas, workstations, hand washing, etc. as required for a Medical Office Receptionist
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards for a Medical Office Receptionist.
• Maintains patient confidentiality by controlling the environment and information being disclosed to authorized individuals ensuring HIPAA and corporate compliance requirements at all times.
• Understands and complies with all organizational Code of Conduct standards, Policies and Procedures, Standing Orders, and Service Excellence requirements (AIDET) at all times with all patients, visitors, and employees.
• Ensures a work environment safe and free from hazards; immediately addresses or informs management of safety issues or hazards; adheres to Health and Safety Policies and Procedures.
• Participates in all safety programs, which may include assignments to an emergency response team.
• Demonstrates at all times a professional attitude and acceptable job performance for all clerical and non-clinical duties, tasks, responsibilities, and assignments for this position at any El Rio Health location or assignments that supports the operational needs of El Rio Health and as assigned by organizational leadership.
• Prepares and maintains the front desk/reception area for receiving patients, maintaining a clutter-free professional workstation.

• Completes and documents all of the required patient information related to eligibility, insurance verification, and demographic data, as well as, documents patient responses and the employee’s actions into the Electronic Practice Management (EPM) program prior to patients seeing a provider.

• Schedules and manages patient appointments, both in person and by telephone, assists patients at kiosks, while expressing and demonstrating a supportive and positive attitude at all times.
• Notifies back office staff when walk-in patients present needing a medical assessment.
• Ensures that patients and visitors are consistently informed of nurse/provider wait times.
• Evaluates problems, situations, or issues presented to the employee for priority needs, resolving the problem effectively and in a timely manner using critical-thinking and problem- solving skills appropriate to the position and authority for a Medical Office Receptionist.
• Ensures that all communication with a patient is completed in a proactive, positive, and effective manner that promotes the patient’s compliance with scheduled appointments.
• Generates and provides a diverse set of reports as assigned or requested, by using available reporting programs linked to organizational software databases, programs, or systems.
• Communicates with Providers and staff any reported outstanding items for tasking and completion by the appropriate and responsible individuals.
• Ensures a work environment safe and free from hazards; identifies and reports safety issues or hazards and immediately addresses or informs management, adheres to Health and Safety Policies and Procedures,
• Consistently acknowledges and greets patients/visitors in a warm professional manner by maintaining eye contact, and a friendly professional smile.
• Communicates effectively through written, verbal, and interpersonal skills as applied when interacting with patients or visitors, employees, and internal/external clients or representatives, successfully conveying and exchanging information in a positive manner.
• Demonstrates self-initiative by being aware of work environment and acts, as a team player, to assist co-workers and others.
• Maintains and displays a respectful and positive attitude.
• Serves at all times as a positive and effective role model to patients, co-workers, employees, and students.
• Participates in a learning environment by being willing to train and learn from other employees, gaining new skills and knowledge to enhance and improve the quality of service provided to employees, as well as all internal/external clients or representatives.
• Accurately handles all cash, checks, or bankcards for payment; completes check and bankcard transactions according to established procedures; collecting copayments and coinsurance amounts from patients, ensuring issuance of required receipts for all funds received and transactions.
• Maintains sufficient amounts of change in cash drawer, balancing assigned cash drawer and receipts with consistently high level of accuracy at all times; documenting and communicating any discrepancies with a cash drawer balance.
• Prepares daily account deposit documents; confirming all currency and deposit totals in compliance with all established cash handling policies and procedures.
• In accordance with policies and procedures ensures that documentation of hours worked is completed accurately, as well as signed-off/approved in a timely manner.
• Through structured learning, peer mentoring and ongoing training opportunities employees must be able to demonstrate an understanding, knowledge, and computer mastery of all El Rio Health systems and programs.
• Participates in continuing education and organizational sponsored events and committees, understanding that these activities contribute to employee growth and to the improvement of operations within El Rio Health.
• Meets and conforms to the operational needs of El Rio Health as determined by management.

Minimum Education and Experience:

• High School Diploma or General Education Diploma (G.E.D).

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Required Licenses, Certifications, and Registrations:

• Current certification in Basic Life Support (BLS) for health care providers.
• Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment.
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Preferred Education, Experience, Skills, Abilities:

• Medical Office certification from an accredited technical program or college.

• Bilingual (English/Spanish) with the ability to speak, read and write in both languages.

Reasonable accommodations may be made to enable individuals with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for sincerely held religious beliefs, observances, and practices to perform the essential functions of the job.

 El Rio Health does not discriminate based on race, color, religion, sex (including pregnancy, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

El Rio Health requires all AZ employees to have a Level One Fingerprint Clearance card. A.R.S. 36.425.03. New hires and transfers must submit their fingerprint clearance card or fingerprint receipt before their hire date or transfer date. Level One (1) Non-IVP Fingerprint Clearance card must be received within 30 days after the new employee hire date or transfer date.

 All employees are strongly recommended to obtain and maintain vaccination status (i.e., as recommended by CDC and/or other public health agencies) to include an Influenza vaccination. Subject to exemptions and accommodations when required by law. (Policy: Adm-016 & Adm-045).

 All employees are required to undergo drug testing prior to employment and will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

 El Rio Health is a non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards. El Rio Health is an equal opportunity employer.