Front Desk Coordinator

Summary

The Marin City Health & Wellness Center Front Desk Coordinator (FDC)  is responsible for greeting all patients and staff in a friendly, service-oriented manner with an emphasis on patient care follow-up and the Sliding Fee Discount Program. The FDC must be compliant with Marin City Health & Wellness Center protocols and workflows as they relate to the patients’ entire visit. The FDC functions within the scope of his/her education and training. 

Essential Duties and Responsibilities

• Greet all patients with a friendly smile and a friendly voice.
• Schedule patient follow up visits.
• Process Medical Sliding Fee Scale applications per the Sliding Fee policy and protocols.
• Collect and track co-payment, Sliding Fee Discount fee, or nominal fee.
• Record payment in EHR system and provide patient with a receipt.
• Verify demographic and insurance information in the EHR system with each patient encounter.
• Ensure that all scheduled and non-scheduled patients are checked for eligibility and all information is entered accurately and thoroughly (including most current insurance card is scanned into the EHR.
• Ensure registration and other forms are completed and signed by every patient.
• Assists with patient reception and client intake.
• Monitors patient flow from front desk to back office.
• Follows all procedures in the Sliding Fee Policy and properly document all required steps.
• Maintains appearance of waiting areas and reception desk.
• Ensure all charge tickets are batched at the end of business day.
• Provide backup support to Receptionists when requested by answering incoming calls using a cheerful, friendly greeting.
• Records no-shows and cancellations in EHR system.
• Routes patient messages to appropriate clinical staff.
• Schedule patients’ appointments with appropriate clinician according to scheduling practices.
• Place day’s money in the appropriate designated place according to money deposit protocol.
• Sign up patients for Family Pact, CHDP, or other Medi-Cal programs.
• Punctuality, regular and reliable attendance.
• Performs other duties as directed, developed or assigned.

Supervisory Responsibility: N/A

Qualification Requirements

• High school diploma or equivalency
• Knowledge of standard office policies and procedures 
• Experience working on computers; typing/keyboarding speed of at least 40 WPM
• Must have a positive attitude, be a team player, and be able to take directions from supervisor
• Understands and promote the mission, vision, and values of the health center both in the workplace and in the community
• Sensitivity to the needs and situation of multi-cultural population from a variety of income levels
• Ability to manage multiple tasks
• Excellent customer service skills and ability to effectively and respectfully handle dissatisfied patients
• Experience in a medical office setting/FQHC setting
• Responsible for extensive knowledge of programs/insurance & access/eligibility guidelines & applications (including Medi-Cal, CHDP, CPSP, Presumptive Eligibility, Family Pact, Sliding Scale)
• Must possess excellent organization, writing, and verbal skills
• English proficiency required; Spanish proficiency preferred
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Equipment/Machinery: Fax machine, copier, personal computer, telephone, calculator, Microsoft Word/Excel, EHR system, and other software as required.

Physical Demands:  The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Stand and walk or sit alternatively depending on specific needs of day.  Estimate 20% of time is spent on feet and 80% sitting at desk.
• Have occasional need to perform the following physical activities: bend/stoop/squat, climb stairs, push or pull, reach above shoulders.
• Have occasional need to perform standing and walking activities.
• Constant need to perform the following physical activities: writing/typing, grasping/turning, finger dexterity.
• Lifting/carrying over 10 pounds occasionally.  Lifting/carrying less than 10 pounds frequently.

Vision requirements:  constant need to complete forms, read reports, view computer screen.  Frequent need to see small detail.  Frequent need to see things clearly beyond arm's reach.

Hearing requirements:  constant need to communicate over telephone and in person.

Work Environment: The noise level in the work environment is usually moderate.