Clinical Support Float at NeighborHealth Center – RALEIGH, North Carolina

Position Summary

The Clinical Support Float is responsible for a variety of administrative tasks essential for the efficient care of patients at NeighborHealth Center (NHC), including handling incoming calls, scheduling appointments, and registering or checking patients out. As a secondary responsibility, the staff member may float to cover medical assistant tasks as needed. Staff are required to document their work in the electronic medical record (EMR) system per procedure, attend to patients in a timely and professional manner, and keep their work areas in good order.

Principal Duties and Responsibilities

Front Office Duties

• Answer inbound phone calls and function as a switchboard operator as necessary
• Make appointments for patients.
• Process appointment cancellations and rescheduling due to changes in provider schedules as assigned by the supervisor
• Patient registration at check-in, per check-in procedure:
  • Complete registration process for patient appointments, including demographic and insurance verification, patient management system data entry and revision, payment collection, chart creation, and other clerical work as necessary.
  • Assist patients, or refer them as necessary, with questions and completion of forms or applications related to their insurance coverage.
  • Process missed appointments, error reports, insurance pre-verification reports, and other registration-related reports as necessary.
• Complete checkout tasks, per checkout procedure.
• Complete administrative functions such as scanning, faxing, processing incoming and outgoing medical records, referrals, worklist, and work queues.

Medical Assistant Duties

• Accurately perform basic patient assessment activities (e.g., heights, weights, temps and blood pressures) based on existing protocols or provider requests.
• Administer tests or surveys, complete EMR forms (WIC forms, MPE, ASQ, Edinburgh, growth charts, pap smear, etc.), assist with procedures, and provide other services as required according to the age, condition, and physical needs of each patient.
• Collect and test specimens as required (urine, pregnancy tests, etc.)
• Room patients for their exams and maintain responsibility for the patient care process until the end of each visit, including escorting patients as needed to other departments for tests or procedures.

Working Standards and Documentation

• Greet and interact with all patients, staff and visitors in a pleasant and professional manner.
• Monitor and update worklists and queues to ensure that no patients are subjected to unnecessary delays.
• Thoroughly, accurately, and promptly document all work completed in the practice management system.
• Regularly check mail, e-mail and voicemail and respond promptly and professionally to all inquiries.
• Work a reasonable schedule, which may include an assignment at any location and during any of the hours that NHC provides services.
• If bilingual, interpret for limited English proficiency patient/clients in the absence of an interpreter for scheduling/payment information.
• Perform other tasks required in support of the assigned care team.

Required Skills or Abilities

1. Good interpersonal skills are a necessity, including an ability to work well with the variety of ages, cultures, and temperaments represented among NHC staff and patients, treating others with kindness and professionalism in all they do.
2. Commitment to demonstrating personal integrity through punctuality, honesty, an ability to follow instructions, proper attention to detail in all work matters, and a willingness to learn from others.
3. An ability to work independently, take initiative, set priorities in accordance with the needs and mission of the clinic, multi-task, and problem solve in a fast-paced work environment.
4. Flexibility to adapt to changing or stressful conditions, including unanticipated changes to working schedules or locations.
5. Adequate written and verbal communication skills for communicating coherently and professionally with patients and co-workers.
6. Conscientious of departmental and organizational policies and procedures, and able to embrace and personify the mission of the NHC.
7. Computer literacy in internet use and Windows environment, including Outlook, Word, and Excel.

Required Knowledge, Experience, or Licensure/Registration

1. High School education or equivalent
2. Knowledge of medical insurance (preferred)
3. Experience in customer service, office work, and/or a clinical setting
4. Ability to work onsite Mondays through Fridays during the hours of 7:45 am and 5:00 pm. (Exact schedule to be determined.)
5. Ability to read, write, speak, and comprehend English fluently.
6. Up-to-date immunizations

Physical requirements of the Job

Sitting or standing (often for prolonged periods)

Carrying or lifting objects up to 20 pounds

This is a full-time, non-exempt position.

*NeighborHealth Center is an Equal Opportunity Employer. NHC is dedicated to building a culturally diverse staff committed to serving a diverse patient population. We encourage applications from women, minority groups, veterans, and people with disabilities.