Front Office I (Vietnamese Speaking)

DUTIES AND RESPONSIBILITIES:

Front office

1. Greet patients as this position is the face of the Health Center.
2. Verify patient's appointment in NextGen Enterprise Practice Management (EPM).
3. Update and verify patient's information/data contained in NextGen EPM.
4. Check and correct any additional system alerts in NextGen EPM.
5. Scan documents such as program applications, requirements, identifications (IDs) and insurance card into NextGen ICS.
6. Check to make sure that Financial Screening, program enrollment and verification is complete at check in.
7. Enroll/Renew patient program such as Family PACT, MHLA, CHDP, CDP, PE, Sliding Fee Discount Program (SFDP) or Self-Pay.
8. Review and explain forms in the patient registration packet to patient at new patient registration and annual screening/review process for established patient.
9. Verify or set up insurance in NextGen EPM.
10. Collect any pervious balance and all co-pays that are outstanding or due during the visit.
11. Place fee ticket with all appropriate documentation in identified provider bin.
12. Maintain smooth patient flow through communication between patient, provider, Medical Assistant (MA) and other clinic support staff.
13. Handle scheduling inquiries and make appropriate patient appointments.
14. Provide assistance and information to patient when requested.
15. Consistently complete patient check in and checkout in a timely manner.
16. Review and provide patient with Patient Plan printed by provider team, appointment card and any other pertinent information attached to the patient medical record.
17. Provide directions to patient on check in process at Dispensary for medications prescribed.
18. Consistently provide marketing for health center through the solicitation of patient donations.
19. Keep clinic and waiting area clean, organized and safe.
20. Answer telephone calls promptly and courteously.
21. Retrieve voice mail messages and return calls appropriately.
22. Transfer telephone calls to other staff (e.g. nursing staff, outreach staff or etc. accordingly) appropriately.
23. Make, cancel and re-schedule appointments as needed.
24. Run eligibility for new patients with managed care Medi-Cal insurance prior to making new patient appointment and instructs patients accordingly based on their PCP assignment.
25. Task Triage Nurses and Referral Nurses accordingly.
26. Ensure complete and accurate data entry during telephone patient registration process.
27. Create and deactivate NextGen EPM alerts as needed.
28. Utilize park, paging and voicemail systems to ensure proper routing of telephone calls.
29. Provide general information about APHCV e.g. directions, scope of services, available programs and etc.
30. Conduct patient recall via internal recall list and health plan member list.
31. Consistently provide financial screening for all next day patient charts, during the course of the workday.
32. Call all patients that need to provide additional financial information for their next day appointment.
33. Call all patients if upon financial screening review patients' medical home or Primary Care Provider (PCP) is not anchored with APHCV.
34. Assist patient in the selection and changes of PCP at Health Centers and maintain up-to-date PCP assignment in NextGen EPM, and make a referral to Enrollment Unit if external PCP assignment change is necessary.
35. Provide Health Center information by reviewing the Patient Guide at the new patient registration and at annual screening/review process for established patient.
36. Ensure proper credit/payment is maintained on patient's account (e.g. perform cashiering duties, posting charges, prints out receipt, etc.).
37. Perform all opening and closing functions as required such as opening and closing of daily cash box, batching and posting encounters, counting and preparing daily deposit and all other necessary activities.
38. Turn on and turn off television in patient waiting area at appropriate times.
39. Maintain patient comment box i.e. supply of comment cards, retrieving comments periodically.
40. Ensure infection control by wearing mask when exposure is known i.e. when patient or self is coughing consistently.
41. Monitor and assure that clinic forms are replenished in a timely manner (e.g. patient intake forms, mammogram forms, etc.).
42. Maintain an adequate paper supply in the photocopy machine.
43. Shred unnecessary printed Patient Protected Health Information and fee tickets on daily basis.
44. Attend and participate in clinic staff meetings and training: always come prepared with a notebook and a pen.
45. Assist in data collection for CO performance measures.
46. Forward patient's concern and feedback to appropriate personnel within APHCV for resolution and optimization of clinic efficiency.
47. Perform any other duties as assigned by supervisor(s).