The Clinic Operations Specialist plays a crucial role in ensuring our clinic runs smoothly, efficiently, and compliantly, always upholding our organizational mission and values. This position is vital for patient experience, administrative accuracy, and maintaining a high standard of care in a fast-paced environment.
Patient Experience & Service:
- Warm Welcome: Greet all patients, customers, and visitors with a friendly smile, direct eye contact, using their name, and introducing yourself. Ensure each person receives undivided attention.
- Check-in: Guide patients through the check-in process, asking about their journey to the clinic.
- Financials: Accurately collect co-pays, co-insurance, deductibles, and self-pay amounts for both facility and professional services, providing printed receipts.
- Checkout & Scheduling: Warmly check out patients, ask about their visit, resolve any concerns, schedule future appointments (EHR), and validate parking.
- Phone Etiquette: Answer calls promptly and professionally with a "smile in your voice." Triage calls, transfer them warmly to the correct staff, and avoid placing callers on hold without consent and estimated wait times. If a message is preferred, take a clear, detailed message with required action and deadline.
- Feedback: Encourage patient feedback to support ongoing performance and quality improvements.
- Office Environment: Keep the reception area neat, tidy, and ensure refreshments are available for patients throughout the day.
Administrative & Operational Excellence:
- Patient Registration (MS4):
- Accurately pre-register and complete patient registrations in MedSeries 4 (MS4) according to current policies and training.
- Consistently use MS4 to verify if a patient is new or established at California Hospital Medical Center (CHMC).
- Ensure accurate patient identification in MS4 to prevent duplicate medical record numbers.
- Create accounts for new and established patients in MS4.
- Record Management: Organize and scan paper medical records into the appropriate locations within the Electronic Healthcare Record (EHR).
- Scheduling & Preparation:
- Review the clinic schedule in advance.
- Contact patients to remind them of appointments, assist with registration, and reschedule as needed.
- Prepare patient records for the next business day, ensuring all necessary medical records, lab results, etc., are available. Follow up with patients or primary care doctors as needed.
- Payment Logging: Accurately log all collections and update specified electronic systems.
- Workflow Management: Ensure smooth office operations to minimize waits and delays for patients.
- Team Collaboration: Work closely with clinicians and administrative staff to ensure patients are seen in a timely manner.
Compliance & Professionalism:
- Organizational Alignment: Perform all duties in line with the organization's mission, policies, and performance improvement plan.
- Regulatory Adherence: Comply with JCAHO and all other licensing, accrediting, and regulatory agency requirements.
- Conduct Standards: Adhere to all Standards of Conduct Requirements, including completing the acknowledgement card and required compliance education.
- Policy Review: Regularly review and adhere to departmental and organizational policies, procedures, and guidelines.
- Continuous Learning: Complete all departmental and mandated CHW competencies on time.
