Nature of Work:

Embraces and Embodies the Identity Document’s Vision, Mission and Purpose Statements; Guiding Principles; Core Values and Strategic Goals. The Medical Receptionist (MR) is responsible for providing excellent customer services while performing front desk duties and maintaining the Health Information & Files including electronic health records for the Tucson Indian Center clinic. This includes greeting patients in a positive and friendly manner, verifying eligibility for the Arizona Health Care Cost Containment System (AHCCCS) or other patient payment sources, enrolling new clients, and other clerical duties. The MR is responsible for answering all incoming phone calls to Tucson Indian Center, appointment setting, and clerical functions. The MR will ensure the highest quality and level of health care is obtained for all patients. The employee will ensure Tucson Indian Center’s compliance with requirements of the Privacy Act, Health Insurance Portability and Accountability Act (HIPAA) and the Release of Information policy. The MR will represent the company professionally and positively to enhance and promote the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.

Essential Functions:

Essential functions, as defined under the Americans with Disabilities Act (ADA), may include the following tasks, knowledge, skills, and other characteristics. This list of tasks is not a comprehensive listing of all functions and tasks performed by position in this class.

1. Provide excellent customer service to visitors, patients, and staff in person and on the phone.

• Visitors feel welcome and are directed to where they need to go.
• Greet all patients/visitors and staff in customer-service-oriented manner.
• Phone calls are promptly answered, and information is given minimizing the need for call transfers as much as possible.
• Customer service concerns are addressed promptly.
• Satisfaction surveys are offered to patients for clinic Quality Improvement.

2. Manages patient preregistration and eligibility of insurance.

• Patient registration is accurate, well documented, and timely.
• Patient’s rights are protected by maintaining confidentiality of personal, financial, and medical information.
• Medical charts have all the required documentation, including signatures, in a timely manner.
• AHCCCS and other health plan insurance eligibility is completed for 90% of the patients presenting to obtain care. Satisfaction surveys are offered to patients for clinic Quality Improvement

3. Responsible for compliance with the eligibility verification, records requirements, and other applicable requirements for Title V Program & other applicable funding.

• Uninsured patients are personally introduced to the Family Health Advocate or Outreach and Enrollment staff to be counseled regarding coverage options.
• Patients are educated about eligibility for the services funded by Title V and other funding.
• Required documents are filed in the patient’s medical chart. Documentation reflects what has been noted on the EHR.
• Quality assurance audits have an error rate no higher than 5% per rolling 1-to-3-month period.

4. Manages medical appointments and providers schedules.

• Ensures scheduled appointments support access and productivity goals for the clinic.
• Maintains open communication with RN/LPN, MAs, and medical providers to ensure patient access to care and customer service are prioritized.
• Ensure correct medical records are prepared for the clinic day.
• Schedules same-day and future appointments per protocols. Confirms 90% of upcoming appointments in advance. Reschedules patients that did not keep their scheduled appointment.
• Schedule medical transportation to all eligible Tucson Indian Center patient/clients.
• Prepares patient charts for clinic visits. Ensures encounters and other patients forms are correct and available.
• Correctly files notes, forms, labs and other patient information in the medical record and in a timely manner.
• Scan and verify documents into electronica health records (EHR).

5. Supports the organization as needed.

• Retrieve patient medical records for appointments, physicians, or medical personnel.

Required Knowledge, Skill and Ability:

• Excellent customer service skills.
• Expert knowledge regarding eligibility requirements of Title V, AHCCCS, and, if applicable, Sliding Fee Scale Program.
• Knowledge of general office procedures including answering phone calls, directing calls, photocopying, faxing, typing, Microsoft Office programs including Excel, Word, and Outlook, etc.
• Able to use medical Electronic Health Records: RPMS and/or Greenway Health / Intergy.
• Knowledge of privacy and confidentiality policies and regulations.
• Ability to work with people and to make them comfortable about the release of personal, financial, and medical information.
• Ability to communicate and engage others to carry out assignments, meet goals, and ensure the success of Tucson Indian Center.
• Ability to confirm private insurance benefits and determine associated co-pay requirements.
• Possess a positive attitude.

Required Experience and Training:

• Associate Degree (preferred) in the health, human services or business fields, or certificate of a certified medical office training course. OR;
• High School Diploma or equivalent with five (5) years combined experience in customer service, patient registration, or other direct care medical experience required. OR;
• Bilingual in English/Spanish languages preferred.

Additional Requirements:

• Must possess and maintain a valid Arizona Driver’s License
• Must pass Driver Insurance Carrier’s requirements
• Must obtain a HIPAA certification within 2 weeks of hire.
• Must obtain certifications in Cardio Pulmonary Resuscitation (CPR), Automated External Defibrillator (AED) and First Aid within 3 months of hire.
• Must have an updated Immunization (IZ) Record.
• Must submit a recent report of Tuberculosis (TB) skin test upon employment and provide an update annually.
• Must pass Arizona DPS Fingerprint Clearance (Class I & II).
• Must pass a substance abuse testing upon employment and submit to a random testing during the course of employment.

Working Conditions:

• Exposure to communicable disease & bloodborne pathogens, unpredictable environmental conditions, physical requirements.
• Exposure to communicable diseases such as COVID-19 or bloodborne pathogens is a risk of this position.
• Unpredictable environmental conditions range from working in a climate-controlled office/clinic setting to working outside, in extreme temperatures, or in paces with poor ventilation.
• While performing the duties of this job, the employee is regularly required to stand, walk, and drive in the Tucson Urban area.
• The employee is occasionally required to sit; balance; stoop, kneel, or crouch.
• The employee must have the ability to occasionally lift and/or move up to 30 pounds.

Supervisory Status:

• Non-supervisory; Reports to Medical Business Office Manager