Support Staff

On-Site Service:

Federally Qualified Health Center

Reports To:

Clinical Care Manager

Working under the supervision of the Division Manager, Health Center support staff will conduct operations with maximum efficiency and professionalism in order to promote the mission and philosophy of providing quality health care to the medically underserved. Health Center support staff will perform a variety of clerical tasks where the processing of documents, records, data and other material is a substantial and essential part of the job function. Support staff is required to work within the policies and general office guidelines established by CCIH. They should be acquainted with and have knowledge of offered programs and services and function as a member of the medical home team.

Essential Duties and Responsibilities

Working under the supervision of the Division Manager, Health Center support staff will conduct operations with maximum efficiency and professionalism in order to promote the mission and philosophy of providing quality health care to the medically underserved. Health Center support staff will perform a variety of clerical tasks where the processing of documents, records, data and other material is a substantial and essential part of the job function. Support staff is required to work within the policies and general office guidelines established by CCIH. They should be acquainted with and have knowledge of offered programs and services and function as a member of the medical home team.

Qualifications and Skills

1. Ensures all actions, job performance, personal conduct and communications represent the organization in a highly professional manner at all times.
2. Maintains a commitment to the achievement of quality health care services through good communication and by maintaining patient rights, safety, privacy, and confidentiality.
3. Greets patients/visitors with a smile and provides them with appropriate information.
4. Schedules patient appointments appropriately per protocol to manage clinic workflow and keep wait times to a minimum. When scheduling appointments by phone, obtains patient name, DOB, address and insurance information.
5. Verifies insurance coverage and PCP designation prior to scheduled appointments. Upon patient arrival, confirms patient identity using photo ID and scans both ID and insurance cards into the EMR for verification at each visit.
6. Ensures that patients complete necessary forms and documentation at initial and subsequent patient visits.
7. Assigns patients to the health center RU and appropriate staff members.
8. Ensures that all patients have a signed Consent to Treat (electronically signed) to be updated annually.
9. Collects copayments or other fees as indicated; ensures that appropriate fee assistance applications are completed, if applicable.
10. Creates a patient visit for all encounters; ensures that patient demographic information is accurate by verifying contact and financial information at every visit.
11. Informs patients of medical office policies and procedures.
12. Notifies medical assistants of patient arrivals in a timely manner; informs patients of significant delays that will result in extended wait times.
13. Calls no show patients within 30 minutes of scheduled time.
14. Provides all patients with an after visit summary and return appointment prior to leaving the clinic. Return appointments should be scheduled as indicated by the treating provider.
15. Answers the phone maintaining a polite, consistent manner and using proper telephone etiquette.
16. Screens calls appropriately and demonstrates good judgment when answering inquiries about the agency; takes thorough and accurate messages when indicated.
17. Properly documents all messages/correspondence within the EMR capturing necessary and pertinent information needed to return calls.
18. Is responsible for managing incoming and outgoing mail.
19. Provides task-related reports/statistics per supervisor request.
20. Completes scanning of patient information on a daily basis.
21. Maintains office supply inventory and alerts supervisor when additional items are required.
22. Ensures that the reception area is neat, clean and well maintained.
23. Provides back up coverage to the clinical logistics specialist by coordinating and tracking specialty referral appointments and assisting in patient re-engagement efforts. Obtains external medical reports as required.
24. Transmits privileged and/or confidential information to appropriate individuals in a means that safeguards patient privacy and confidentiality.
25. Completes other clerical duties as assigned.

Education / Experience

• High School Diploma or equivalent.
• Three (3) years of office experience.
• Proficiency in Microsoft Office/Excel.

Credentialing / licensure

• Knowledge of office practices, procedures and equipment, correct English usage, spelling and punctuation, and composition of business letters, minutes, reports, charts, and numerical and tabular material.
• Ability to communicate effectively, both orally and in writing.
• Demonstrated proficiency with Microsoft Office Suite.
• Considerable knowledge of the techniques of receiving callers, making appointments, giving information and explaining instructions and guidelines.
• Ability to maintain composure during stressful situations occurring as a result of workloads and/or deadlines.

SUBMIT RESUMES TO: T. Conte Human Resources
Central City Integrated Health
17950 Woodward Ave
Detroit, MI 48203
FAX NUMBER: (313) 733-1300