Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

SUMMARY:

• Answer the general clinic phone line
• Make appointments
• Help patients with other requests over the phone
• Confirm insurance coverage and educate patient on expected charges for appointments
• Check-in patients when they arrive for appointments (on select days)
• Check-out patients when they are finished with their appointment (on select days)
• Maintain and comply with COVID-related protocols
• Provide administrative support as part of the team by:
  • Helping confirm appointments
  • Helping pull insurance authorizations for appointments
  • Assisting with maintenance of patient educational materials
  • Participating in processes required to maintain optimal building and clinic function
  • Participating in regular training and team-building workshops
• Help with translating between English and Spanish

CHECK-IN:

• Handle all aspect of patient check-in process
• 2nd pick up for phones
• Make appointments for routine visits and triage specialty calls

• 1st pick up for patients arriving in parking lot

• Confirm and update all patient contact information at each encounter

• Check and clear voicemail regularly (check-in extension)

CHECK-OUT:

• Handle all aspects of patient check-out process

• 3rd pick up for phones

• Make appointments for routine visits and triage specialty calls
• Ensure end-of-day paperwork is in order and transferred to Biller

• Ensure paperwork is in order for all appointments for the following day, coordinate with Manager (to do quality control of schedule)
• Confirm appointments for the next day
• Check general clinic voicemail at least twice a day
• Balance till and complete cash deposit

ON ALL DAYS:

• Provide assistance with translating during direct patient care
• Checks email regularly
• Occasional travel to Anaheim for relevant training

PROFESSIONALISM:

It is expected that the patient relations representative will conduct themselves with professionalism at all times in the workplace. This includes:

• Leading the team by example
• Demonstrating maturity and respect when interacting with others
• Avoiding language and behavior that could be interpreted as disrespectful and belittling
• Avoiding gossip and office politics
• Accepting responsibility for and learning from mistakes
• Being productive and efficient at all times while on the job
• Practicing good attendance
• Dressing appropriately and maintaining good personal hygiene at all times
• Being a team player and encouraging cooperation amongst employees
• Treating coworkers, students, doctors and patients with respect
• Willingness to teach skills to colleagues in a respectful manner
• Willingness to help when asked, and offer help when not asked
• Attending and participating in all staff training and completing assignments given in a timely manner (and demonstrating proficiency in putting training into practice thereafter)
• Delegating necessary tasks to another staff (back-up) when away to ensure completion by deadlines

Qualifications

QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient in Microsoft Outlook, Word, Excel and shared Google functions (drive, calendar)
• Fluent in Spanish
• Customer service/conflict resolution experience
• Ability to manage schedule and assigned tasks to ensure completion without oversight/reminders
• Ability to multi-task
• Ability to create and implement systems in an effort to improve clinic and patient relations team function
• Ability to work as a team (strong communication skills
• Completes work with a detail-oriented approach

EDUCATION AND/OR EXPERIENCE The minimum amount of education and experience that an individual needs in order to successfully perform the essential duties of the position is:

Minimum if high school education or GED. Preference for advanced degrees in health management/administration.

About MBKU

MBKU is a private, non-profit, accredited educational institution, located in Fullerton, California. MBKU is a comprehensive health care university, built upon a legacy of over 110 years of academic excellence and clinical education.

The founder of the Southern California College of Optometry, Marshall B. Ketchum, was a medical doctor, pharmacist, and passionate advocate for medical education. The mission of MBKU is to educate caring, inspired health care professionals who are prepared to deliver collaborative, patient- centric health care in an inter-professional environment.

Created as the Southern California College of Optometry, and expanded to offer a range of inter- professional programs and health care initiatives, MBKU also has a School of Physician Assistant Studies and a College of Pharmacy. This is an exciting time for health care, for medical innovation and education, and for our community. We believe the future is bright, and look forward to advancing it together.

BENEFITS

MBKU provides an excellent benefits package including medical, dental, and life insurance, free vision exams, short and long term disability, generous paid time off plans, and a university-sponsored retirement plan. See our website under Employment for more details regarding benefits of working for MBKU (www.ketchum.edu).

MBKU is an equal opportunity employer; requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

NON-DISCRIMINATION STATEMENT

MBKU is committed to providing an environment in which all individuals are treated with respect and professionalism. In accordance with applicable federal and state laws, it is University policy to prevent the unlawful discrimination against students, applicants for admission, employees, applicants for employment and patients requesting treatment on the basis of race, color, national origin, sex, disability, age or any other characteristic protected by applicable law. The University also prohibits sexual harassment and harassment on any of the above bases (please refer to the Title IX page for more information).

COVID-19 CONSIDERATIONS

All MBKU employees must be fully vaccinated against COVID-19. New employees must show proof of vaccination by the first day of work. Requests for reasonable accommodation due to medical or religious reasons will be considered on a case-by-case basis.