Women's Care Call Center/Front Desk Coordinator - Great Lakes Bay Health Centers

The Women's Care Call Center/Front Desk Coordinator is an active team member of the reception staff who is responsible for daily operations at the Call Center/Front Desk and directly supervises all reception staff. Ensures the appropriate and courteous treatment of patients on the phone. Carries out all duties to maintain a properly functioning Call Center/Front Desk. Supports and participates in a team-based approach to care in the Patient Centered Specialty Practice (PCSP) and participates in activities related to Quality Improvement.
ESSENTIAL JOB DUTIES
1. Maintains responsibility for training and supervision of site receptionists and/or clinical assistants that are assigned to the Call Center/Front Desk. Coordinates with the Women's Care Nurse Manager for the hiring of reception staff. Coordinates with the Director of Clinical Training & Development and the Director of Patient Support Services for the orientation of reception staff. Conducts Career Development Reviews for assigned staff in a timely manner. Schedules staff, covers absences, and coordinates time off requests. Completes payroll submission.
2. Coordinates daily operations and activities at the Call Center/Front Desk. Monitors patient interaction and patient satisfaction. Actively pursues a positive image for Women's Care at all times. Serves as a liaison and communicates effectively with patients, providers, staff, other GLBHC sites/departments and outside entities. Serves as liaison between public and Women's Care.
3. Ensures that patient calls, medical record scanning, referrals, insurance verifications, annual consents/verifications, and deposit batches are managed per GLBHC protocols/guidelines.
4. Ensures appropriate utilization of electronic medical records (EMR) by reception staff. Reviews documentation for thoroughness. Is considered a "super user" of EMR. Maintains patient confidentiality.
5. Conducts reception staff meetings and implements changes for workflow improvement along with the Women's Care Bay City Nurse Manager and Women's Care Old Town Nurse Manager.
6. Collaborates with the Women's Care Schedule Coordinator and the Women's Care Bay City Nurse Manager to update provider schedules in the electronic medical record and communicate schedule changes with patients.
7. Assists the Women's Care Bay City Nurse Manager with the implementation of Quality Improvement (QI) initiatives and activities, including maintenance of Delivery Logs and subsequent prenatal care "bill-outs".
MARGINAL JOB DUTIES
1. Fills in for reception staff as needed.
2. Performs other duties as assigned by the Women's Care Nurse Manager.
JOB SPECIFICATIONS
Education: High School graduate or equivalent. Associate's degree in Medical Office Professional (or similar field) preferred. Pertinent certifications such as Medical Assistant and/or experience may be accepted in lieu of degree.
Licensure: Certification as a Medical Assistant (if applicable).
Experience: Five years medical office experience working required. Obstetrics and Gynecology experience preferred. Experience in an administrative or supervisory role preferred.
Skills: Must possess computer skills as well as knowledge of office equipment. Problem identification and resolution, working toward mutually beneficial situations. Self-motivated. Decision maker. Able to function with minimal daily supervision. Organized and detail oriented. Ability to prepare and maintain accurate documentation. Bilingual preferred.
Interpersonal Skills: Able to communicate effectively, verbally and in writing, with a diverse population including patients, providers and referral sources. Team building and excellent organizational skills. Ability to promote confidence, cooperation and good working r