21890 Colorado AvenueP.O. Box 737 PH 559 693 -2462 San Joaquin CA 93660 FAX 559 693 -3005 JOB DESCRIPTION BOARD APPROVED PENDING REVIEW POSITION FIRST IMPRESSIONS REPRESENTATIVE -CENTRALIZED CALL SERVICES REPORTS TO HEALTH CENTER MANAGER POSITIONS SUPERVISED NONE CLASS REGULAR CAT FULL -TIME NON -EXEMPT BASIC FUNCTIONS The First Impressions Representative -Centralized Call Services serves as the initial point of contact for patients calling for health center services. This staff member schedule appointments facilitate prescription re -fill requests answer general questions conduct appointment call reminders and coordin ate with other health center staff to resolve issues by telephone whenever possible. Responsible for logging documenting and reporting all incoming and outgoing telephone calls. DUTIES AND RESPONSIBILITIES 1. Greets all incoming call ers and responds to inquiry directs caller to appropriate personnel or coordinates with health center staff to resolve issues by telephone whenever possible. 2. Schedule appointments for patients according to written protocols and records information into the practice manageme nt system. 3. Process patient complaint calls according to established pro tocol and written policy and procedures. 4. Reviews patient demographic information verifies accuracy and ensures information is current and correctly recorded. 5. Verify insurance benef its as needed and obtain appropriate paperwork i.e. Work Comp CHDP forms etc. 6. Answer any questions the patient has regarding the policies and procedures of Valley Health team explain the role of health services and programs within the organization. 7. Linkconnect patient to other Valley Health Team services and programs. 8. Coordinate referrals for patients through insurance and other physician offices. 9. Make appointments for patients according to written protocols . 10. Complete and reconcile daily visit and ca sh reports. 11. Compile and prepare statistical reports on new and established patients. 12. Identify process improvement opportunities and participate in continuous quality improvement initiatives. 13. On a temporary basis may be required to work at any satelli te facility. 14. Contribute to team effort by assisting other departments as needed and while maintaining confidentiality of VHTs business. 15. Work cooperatively with all staff members and outside sources in a professional manner to deliver a high level of servi ce. 16. Observe and practice all VHT Patient Experience Service Standards as outlined in World Class Practices My Commitment to Care which I have read and signed. Practice CICARE when interacting with patients their families visitors or internal custom ers. 17. Practice CICARE phone etiquette during all phone interactions. 18. Always exercise courtesy whenever patients family members visitors and co -workers are present. 19. Respect privacy and dignity of our patients family members visitors and co -workers. 20. Maintain professionalism in the presence of patients their families visitors and co -workers. 21. Act as a role model verbally and behaviorally demonstrating skill enthusiasm positive problem solving commitment and loyalty to the profession and the organiza tion. 22. Follow applicable regulations Joint Commission OSHA HIPAA and CLIA. Job Description First Impressions Representative Page 2 23. Serves and protects the practice by adhering to professional standards policies and procedures federal state and local requirements and The Joint Commission Accreditation of Healthcare Organization standards. 24. Perform other related duties which may be inclusive but not listed in the job description. MINIMUM QUALIFICATIONS 1. High School Diploma or GED equivalency 2. Minimum one 1 year work experience in a medical setting 3. Strong customer service skills preferably within a service industry 4. Strong communication skills 5. Modern office practices and procedures including email 6. Ability to communicate to patients in a pleasant manner and show professionalism at all times 7. Fluent co nversational EnglishSpanish or EnglishPunjabi preferred 8. Ability to be flexible with work schedule and available to work at all site locations 9. Must have own transportation valid California Drivers License and current proof of automobile insurance covera ge 10. Demonstrated ability to provide world -class patient experience using CICARE principles and practices. Ability to be proactive and to go above and beyond the call of duty take initiative to provide a world class patient experience in all encounter s via email phone or in person TYPICAL WORKING CONDITIONS The office setting is a normal work environment. Occasionally work during early morning evening or weekend. May be subjected to temperature variances in the office. TYPICAL PHYSICAL DEMANDS Requ ires sitting standing or walking for up to eight hours a day. Some bending stretching or reaching may be necessary. Lifting up to 40 pounds may be required on occasion. Vision must be correctable to 2020 and hearing must be in the normal range for telephone contact. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee may come in contact with hazardous equipment such as liquid nitrogen cleaning agents and sharps. The noise level in the work environment is usu ally moderate but may become excessively loud with the increased patient flow during a busy clinic day. I the employee understand the responsibilities and standards of my position as listed above and I agree to fulfill them to the best of my ability. I understand I am an at -will employee and can be terminated at any time with or without cause. I also understand the Valley Health Team Inc. will not be responsible in any manner for terminations which are due to defunding of Federal or State Contracts. I also agree that the VHT Board of Directors have the right to modify the Personnel Policies which govern my employment at any time. This organization is an Equal Opportunity Employer. It is our policy to comply with all applicable st ate and federal laws prohibiting discrimination in employment based on race age color sex religion national origin or other protected classification. ____ Employees Signature Date