Front Desk Specilaist at Avenue360 Health and Wellness – Houston, Texas

About Avenue360 Health and Wellness

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care.

Providing comprehensive, high quality, and caring service is the core of what we do, whether medical, hospice care, engaging adult activities, and supportive housing programs. We strive to address the many social determinants of healthy living in Greater Houston.

Our Values PACT

• We take PRIDE in our work.
• We have a positive ATTITUDE.
• We are CURIOUS.
• We are COMMITTED.
• We are CARING and CUSTOMER-SERVICE oriented.
• We are a TEAM.
• We LEARN, GROW, and INNOVATE

Overview:

This position is one of the most important functions in the health care delivery system and the first point where contact is made personally or by telephone. The person will receive the patient and direct them to the services needed. Making appointments and making preliminary assessment category of payment for patients are essential before provider can see them.  Provides excellent customer service. 

Duties and Responsibilities:

• Welcome patients in person or by phone at initial contact to clinic. 

• Ability to explain the services available, payment categories, and billing procedures including copayments collection to the patient on arrival to the clinic. 

• Update patient information during check in at every visit whether in clinic or telehealth. 

• Ensure all patient encounters are checked in and checked out promptly. 

• Ensure all patient forms are filled out at each visit.  

• Responsible for accurate appointment scheduling; direct walk-in patients and emergencies as per established policies and procedures. 

• Responsible for maintaining communication with the clinical team. 

• Answer applicable EHR in basket messages and monitor applicable EHR work queue tasks for completion. 

• Check eligibility status of each applicable patient and schedule renewal eligibility appointments prior to expiration. 

• Coordinate patient flow with Eligibility for services such as admission, re-certification, and insurance changes. 

• Verify that all appointments for the day are dispositioned appropriately at the end of the day.  

• Complete insurance verification at least 1 day in advance and document results appropriately in the EHR. 

• Complete patient appointment reminders at least 24 hours in advance and inform the patient the balance due for their appointment. 

• Call all patients who no showed the previous day to reschedule their appointment. 

• Escalate patient complaints to the Lead Front Desk Specialist or the appropriate manager at the clinic. 

• Always maintain a professional customer service-oriented demeanor with every interaction. 

• Maintain the cleanly appearance of all patient waiting areas. 

• Answer phones, check voicemails and return phone calls promptly.  Document calls appropriately in the EHR. 

• Scan documents into the EHR. 

• Maintain a list of office supplies needed for the Practice Manager and send it by email. 

• Responsible for collecting patient payments accurately. 

• Cross clinic coverage may be required on a limited basis. 

• Other duties as assigned by the Practice Manager. 

Education, Licensure/Certification:

• High school graduate/GED. 

Experience, Skills/Abilities Related Requirements:

• Ability to work under pressure.  

• Ability to work in a fast-paced environment. 

• Friendly personality with the desire to work with the public. 

• Ability to multi-task. 

• One year of experience in a similar setting. 

• Bilingual in English/Spanish strongly preferred. 

• Minimum typing speed of 35 wpm. 

Continuing Education and Training Requirements:

• Participates in trainings required by the agency, funding source(s), and/or as required by licensure if applicable.