Clerical Assistant

Job Description

Job Description

Seeking Clerical Assistants : Must be fully bilingual in English & Spanish

Esperanza Health Center is a Christ-centered, non-profit primary medical care clinic in Philadelphia, PA. We are seeking committed Clerical Assistants to join our team. If you are searching for a new beginning with a Christ-centered, family oriented organization, your search stops here! You were lead to this job posting because you might have been called or chosen to help us fulfill our mission in providing quality health care and support services to our patients. We welcome you to join a positive work environment, a supportive team, and an engaging community who we love to serve.

SUMMARY : The Clerical Assistant is responsible for delivering excellent customer service that is friendly, accurate and efficient. The Clerical Assistant is responsible for obtaining and entering accurate and complete insurance verifications, collection of co-payments and collection of past due balances, and other elements that make up the start of the Esperanza Revenue Cycle. The Clerical Assistant, as a critical part of the Clinical Care team, is responsible for accurate and directly with the public in person and via phone and is the starting point of the revenue cycle for clinic operations. The Clerical Assistant provides direct support services in the clinical care of patients and ensures effective and efficient operations to maximize patient satisfaction. The Clerical Assistant covers all aspects of Front Desk Reception, Hub Referral Clerical and Call Center roles and works late shift, Saturday shift, and rotates to all sites as assigned.

ESSENTIAL DUTIES AND RESPONSIBLITIES

1. Customer Service : The Clerical Assistant is responsible for delivering excellent customer service that is friendly, accurate and efficient.

• Arrives on time to assigned area, ready to work. Does not leave work station unnecessarily. Communicates with team when stepping away from desk. Participates in departmental, hub and staff meetings; reads administrative emails / memos to be informed of changes, leading to better customer service and team unity.
• Ensures adequate clinic coverage by working late shift, Saturday shift, and rotating to all sites as assigned.
• Welcomes patients and visitors warmly in person and on phone. Demonstrates courtesy, respect, patience, and the love of Christ in every interaction, even when patient is demanding or rude.
• Logs into MXIE promptly as assigned. Ensures adequate phone coverage by only logging and utilizing “Not available” per manager instruction.
• Answers phone calls promptly and verifies full name, DOB, phone numbers and insurance information with each interaction. Follows EHC guidelines for holds and transfers, always communicating actions clearly to patient.
• Uses excellent listening skills and clarifying statements to better understand patient. Offers support, hope, and comfort to patients using compassionate responses, prayer and scripture when appropriate.
• Accepts ownership of problems and offers prompt resolution with humble and sincere apology.
• Keeps work area properly stocked, neat and organized and labels all unfinished work at end of day for follow-up in order to provide efficient care of patient needs.
• Checks-in patients at front desk in a timely and accurate manner, updates demographics at each visit, verifies identity and insurance cards, takes patient photo in EMR, obtains signatures on requisite forms annually, scans forms and IDs at the front desk and assures that information has been entered into Centricity, verifies guarantor set-up in account.
• Assists patient in fully and accurately completing registration forms at first visit and at least once annually. Updates information in Centricity account and scans papers into account.
• Assures that Sliding Fee Scale information is in account so that additional discounts can be applied. If patient has not supplied household income previously, explains necessity of this information and ask for updates.
• Familiar with various forms (demographic, school, disability, welfare, utility forms, etc.). Directs patient to complete their portion before accepting form for provider. Assist patients with low literacy level to complete forms.
• Offers appropriate scheduling options to patients in accordance with EHC scheduling rules for all appointment types. Explains NPE process, 7 day / Same Day / Next Day appointment in a clear and concise manner. Familiar with the age limitations, credentialing status and specialty appointments of each clinician so that appointments are made correctly. Familiar with the insurances accepted by EHC so that patients are not given an appointment if we do not accept that insurance.
• Reminds patient to bring insurance card, ID card, and co-pay (advises if higher specialist co-pay applies), medications, and insulin log to every appointment.
• Verifies that patient questions have been answered. Assures that patient understands what to bring to appointment and has directions and parking instructions. If patient does not have information at the time of the call, informs patient to obtain / bring required information and documents this in appointment note.
• Engages interpreters as needed to decrease patient barriers.

2. Revenue Cycle : The Clerical Assistant is responsible for obtaining and entering accurate and complete insurance verifications, collection of co-payments and collection of past due balances, and other elements that make up the start of the Esperanza Revenue Cycle.

3. CLINICAL SUPPORT : The Clerical Assistant, as a critical part of the Clinical Care team, is responsible for efficient / accurate work, population management, and risk management.

Education, knowledge, skills, and qualifications

WORKING CONDITIONS

To carry out its mission, it is of critical importance for Esperanza Health Center (EHC) to keep our patients, families, and workforce safe and healthy and to support the health of our global community. In keeping with this, EHC has mandated all workforce members on-site at any EHC location for any portion of their time be vaccinated for COVID-19. This also includes contractors and EHC volunteers. This vaccine mandate is in alignment with applicable local, state, and federal mandates.

Potential employees may request exemption consideration for EHC vaccine requirements for valid religious and medical reasons. Please note that start dates will be delayed until candidates are fully immunized or valid exemption requests are reviewed and approved.