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Company Description:
Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.
Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring equitable access to essential healthcare services for every member of our community, irrespective of financial status, language proficiency, sexual orientation, cultural background, living situation, or insurance coverage.
Job Summary:
The role of a Lead Front Desk Receptionist is responsible for supervising and managing the operations of the Front Desk Receptionists in a Clinic, ensuring that patients are provided with professional services and excellent customer service. The job duties include overseeing the flow of client billing and payments, training the front desk team in Electronic Health Records (EHR) systems, and communicating with members of other Axis departments. The ideal candidate should have excellent communication skills, the ability to work independently or in a team setting, and be able to adjust priorities quickly in a changing work environment.
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Qualifications:
High School Diploma or equivalent.
2 - 3 years of experience as a receptionist or in customer-facing position, preferably in a clinic setting.
Electronic Medical Record experience a plus.
English/Spanish bilingual preferred.
Ability to remain calm in crisis situations and the ability to be flexible in a changing work environment.
Excellent customer service skills and the ability to develop and implement strategies that improve customer service overall operations.
Organized, professional, and reliable.
Strong analytical, employee relations, and excellent interpersonal skills.
Excellent writing, business communication, editing, and proofreading skills.
Ability to interact effectively and in a supportive manner with persons of all backgrounds.
Proactive, self-motivated and able to work independently as well as on a team with the ability to exercise sound independent judgment.
Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
Ability to establish and maintain positive and professional working relationships.
Must be able to adjust priorities quickly as circumstances dictate.
Must be able to be at work regularly and on time.
Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.
A can-do attitude, with attention to detail.
Ability to type a minimum of 35 WPM with minimal errors. Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems. Must be able to use office equipment (i.e. copier, fax, etc.).
Essential Duties/Responsibilities:
Lead the operations of the front desk receptionists for the Axis clinic departments, to include ensuring that front desks are staffed at all times and that services are provided in a professional manner that emphasizes excellent customer service.
Train and on-board front desk receptionists, ensuring team members’ success.
De-escalate and resolve patient issues, grievances, and inquiries, as necessary.
Register clients, collect, and record payments and submit all forms and payments according to established protocols.
Serve as part of the front desk team, to include working 2 – 3 evenings per week, greeting and checking in clients, directing clients to appropriate locations and services, completing client records, and billing activities, and ensuring that all clients receive excellent customer service.
Achieve competency in assigned electronic record systems and oversee and train the front desk team in EHR (Electronic Health Record); monitor to ensure that EHR operations are conducted according to all Axis policies and procedures and that staff remains up to date on evolving practices.
In collaboration with Axis leadership and the I.S. department, assist with workflow development and EPIC service/enhancement pack user testing.
Oversee flow of client billing and payments and ensure that these functions are conducted according to all Axis policies and procedures to include adherence to all HIPAA (Health Insurance Portability and Accountability) and confidentiality requirements.
Communicate on an ongoing basis with members of other Axis departments, to including clinic, billing, and administration to ensure that the operations of the front desks are conducted efficiently and according to existing and established policies and procedures.
Remain up to date regarding all Axis services and referral options and maintain close contact with managers of other programs to ensure open communication and consistency of services.
Oversee activities in the waiting room areas and ensure that the area is maintained in a safe, clean, and client-friendly manner.
Work with site safety personnel and site point persons to address any building-related issues when necessary.
Provide all services in a courteous and professional manner and ensure client confidentiality.
Participate in staff meetings, and attend other meetings and training events as assigned.
May be required to perform other related duties, responsibilities, and special projects as assigned.
Benefits:
Employer paid health, dental, and vision benefits to the employee.
Option to participate in a 403(B) retirement plan with employer matching contribution.
Partial educational reimbursement.
12 paid holidays.
Accrued paid time off with each pay period.
Employee discount programs.
Connect with Axis:
Company Page: https://www.axishealth.org
Facebook: https://www.facebook.com/axiscommunityhealth
LinkedIn: https://www.linkedin.com/company/axis-community-health
Annual Gratitude Report:https://issuu.com/axiscommunityhealth/docs/gratitudereport2024
Physical Demands and Working Conditions:
Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.
Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required.
Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods.
Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood. Must be able to see clearly and have the ability to judge distances and spatial relationships to see objects where and as they actually are.
Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.
Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises.
EQUAL EMPLOYMENT OPPORTUNITY
Axis Community Health is committed to creating a diverse work environment and is proud to be an equal-opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. If you are an individual with a disability and require a reasonable accommodation, please contact HR@axishealth.org for assistance.
Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity.
Key Search Words: Lead, Front Desk Receptionist, Customer Service, Office, Administrative Support, Client Interaction, Communication Skills, Multitasking, Problem Solving, Organizational Skills, Customer Relations, Administrative Procedures, Microsoft Office, EHR, EPIC