Job Summary:

The Receptionist/Scheduler has the primary responsibility of warmly welcoming patients, managing patient appointments, verifying insurance information, and ensuring accurate patient registration, and collecting time of service payments, including copayments, in accordance with the sliding fee scale or insurance verification. The role requires exceptional customer service skills, attention to detail, and the ability to work collaboratively with healthcare providers and staff. The Receptionist/Scheduler will perform other administrative functions as needed and work closely with the Stephen Klein Wellness Center (SKWC) clinical and operations staff to foster collaboration and ensure a smooth patient experience.

Essential Duties and Responsibilities:

• Welcomes patients and visitors by greeting them, in person or on the telephone, answering or referring inquiries
• Optimizes patients' satisfaction, provider time, and exam room utilization by efficiently scheduling appointments
• Keeps patient appointments on schedule by verifying patient insurance benefits and eligibility prior to the appointment whenever possible; reminding patients of their appointment the day before via call or text; registering and checking in patients in a timely manner; preparing necessary documents for the visit; notifying provider of patients' late arrival; rescheduling or moving late arriving patients when necessary, in accordance with scheduling guidelines
• Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining a clean, presentable, calm, and welcoming front office and reception area
• Maintains patient accounts by obtaining and updating with accuracy patient demographics and insurance information in the electronic health records system
• Completes and follows up on prior authorizations and/or Benefit Limit Exceptions for any patient who has an insurance that does not cover a planned service, doing so in a timely manner
• Maintains accurate financial records by updating patient financial information and supports Benefits Counselor when needed; recording and collecting patient charges; providing patients with receipts for payments
• Assists patient with completing necessary forms
• Collect copayments and other patient liabilities at time of service, adhering to the sliding scale fee or insurance verification. Processes payments accurately and provide receipts to the patients
• Following completion of appointment, provides the patient with a copy of the treatment plan and reviews proposed treatment, insurance coverage and additional costs of the treatment plan, ensuring that all questions are adequately answered.
• Conducts warm hand-offs to the Benefits Counselor, Community Health Workers, Referrals Coordinator, Hospitality Coordinator, and other Project HOME staff and services when necessary
• Encourages patient compliance with preventive care by reaching out to patients and reminding them when they are due for preventive exams and screenings
• Helps patients in distress by responding to emergencies
• Protects patients' rights by maintaining confidentiality of personal and financial information per HIPAA regulations
• Maintains operations by following Project HOME and site-specific policies and procedures
• Assists in orientation of new personnel as directed
• Assists with package delivery, mail services, scanning, and other core front desk administrative functions
• Attends daily huddles
• Communicates and collaborates effectively with clinical staff members to ensure workflow transparency
• Interact with all patients and visitors using trauma-informed care best practices
• Performs all other duties as trained and requested by provider and/or management.

General Expectations:

• Be committed to the mission of the Project HOME
• Behave in a professional manner and consistently demonstrate and promote the values of respect, honesty, and dignity for the patient, families, and all members of the healthcare team
• Committed to the constant pursuit of excellence and teamwork in improving the care of the patient and families of Project HOME
• Be punctual for scheduled work and use time appropriately
• Perform duties in a conscientious, cooperative manner
• Perform required amount of work in a timely fashion with a minimum of errors
• Be neat and maintain a professional appearance
• Maintain confidentiality and protect the Practice by abiding by laws and principles related to confidentiality; keep information concerning Practice Operations, patients and employees confidential
• Maintain compliance with Project H.O.M.E.'s compliance standards, including its Standards of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element considered as part of the staff member's regular performance evaluation.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job. Management may, at its sole discretion, assign or reassign duties and responsibilities to this job at any time.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Minimum Experience:
• A high school diploma or GED.
• At least three (3) years of experience as a receptionist/scheduler in a dental office setting
• Prior experience using a Dental Practice Management System (eCW or other EDR)
• Comprehensive understanding of Dental Terminology
• Proficiency in Microsoft Office
• Excellent written and verbal communication skills
• Excellent telephone manners and ability to deliver World Class Customer Service

What Else You May Bring:

• Prior experience delivering services to persons with histories of homelessness, mental illness, substance dependence, and trauma
• Bilingual (Spanish/English)
• Prior experience working in an FQHC setting

Core Skills:

• Strong computer and organizational skills.
• Ability to manage multiple tasks simultaneously.
• Ability to work independently and to collaborate as a member of a team.
• Ability to handle stressful situations while providing exceptional customer service.
• Excellent communication skills including diplomacy and tact with patients.
• Excellent oral and written communication skills.
• Ability to display a non-judgmental attitude.
• Ability to remain solution-focused and respectful in all interactions with staff, co- workers, vendors, and clients.
• Excellent problem-solving and conflict resolution skills.
• Knowledge of de-escalation methods or willingness to be trained in these methods

Project HOME provides equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. Project HOME prohibits discrimination and harassment of any type.