Bilingual (English and Spanish) Patient Access Clinic Scheduler

Introduction

United Family Medicine (UFM) is a Federally-Qualified Health Center in St. Paul, where patients receive community-based Family Practice medical care in addition to mental health, dentistry, social work and other integrated services. When joining UFM, you become part of a diverse, inclusive, and welcoming team who are dedicated to serving our patients and pursuing our mission to deliver excellent healthcare for all and training for the providers of tomorrow.

United Family Medicine is seeking multiple full-time Bilingual (Spanish and English) Patient Access Clinic Schedulers to manage the scheduling of appointments, procedures, tests and/or other appointments pertinent to the department in an efficient manner while maintaining patient and staff satisfaction. This position works in a complex call center and obtains all necessary information from patients, physicians and/or office staff to make appropriate arrangements. The Patient Access Clinic Scheduler is also responsible for communications within and across departments to ensure the most efficient response for patients. This position also performs miscellaneous clerical, telephone operator, and patient registration functions as needed.

ESSENTIAL FUNCTIONS:

Administrative Duties:

• Responsible for answering of multiple telephone lines for multi-discipline clinic and taking care of the callers needs quickly and correctly.
• Responsible for scheduling medical, dental and behavioral health appointments and other related labs or tests.
• Effectively triage requests and communicate with key interfaces.
• Perform appropriate registration and scheduling functions via computer systems, including initial entry of demographic information, insurance information, referring physician data, guarantor accounts and exam information.

• Schedule services such as tests, procedures, follow-up visits and any other services the patient may require as taken from provider orders. Educate patients on appropriate services and clinic visit protocols.
• Follow all office and scheduling policies and procedures
• Collect payment information for copayments, private payments, patient balances and records payments
• Handle patient complaints and concerns with empathy and respect. Escalate any calls unable to resolve to the Patient Access Manager or Director of Primary Care Services when appropriate.
• Maintain work area in neat and orderly fashion.
• Maintain confidentiality of all employees, patients, and other privileged information regarding UFM business activities and according to HIPAA standards.

Patient Experience:

• Communicate in a manner consistent with positive patient relations.

• Provide helpful assistance in anticipating and responding to the needs of all patients and family members who call our clinic.
• Collaborate with patients and other clinic staff in planning and decision making to result in optimal solutions.
• Remain calm under pressure and effectively deal with difficult people and situations.
• Independently recognize, interpret, and evaluate situations and their level of urgency.

Perform other tasks as assigned.

SUPERVISORY RESPONSIBILITIES:

None

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent customer/patient service and verbal communication skills.
• High level of attention to details and multitasking skills.
• Ability to critically think under pressure in order to register and schedule our patients appropriately and accurately.
• Ability enter data accurately and quickly into computer.
• Proper use of spelling and punctuation.
• Ability to read, understand, and follow verbal and written direction.
• Ability to utilize positive customer service skills.
• Problem solving skills.
• Ability to maintain confidentiality.
• Ability to work independently and as a team.
• Knowledge of regulations and laws regarding appropriate use of patient health information.
• Knowledge of medical terminology.
• Ability to perform the job in accordance with United Family Medicine’s Standards of Business Conduct, which includes compliance, ethics and integrity, confidentiality, protection of assets and avoidance of conflicts of interest and inappropriate business relationships.

EDUCATION/EXPERIENCE:

• Associates degree is required.
• Bachelor’s degree is preferred.
• 1-2 years’ experience working in a Medical Office, clinic or call center is required.
• At least 4 years’ experience working in a medical clinic or medical call center in lieu of education requirements.
• Bilingual/fluent in English and Spanish is required.
• Experience working with the EPIC system is strongly preferred.

• Previous computer/keyboard experience is required.
• Knowledge of medical terminology is preferred.
• Experience with insurance and third-party payer information is strongly preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

None

PHYSICAL DEMANDS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

There are many benefits to joining our team but a few of the highlights include:

• Great culture and team atmosphere.
• Paid holidays.
• Generous PTO accrual with immediate access.
• 403 (b) retirement plan with the company match and 100% vested immediately
• Benefits enrollment starts the first of the month after the hire date.
• Health insurance plan options and HSA plans with an employer contribution. Dental, vision, short-term disability, HSA, health care, and dependent care FSA options.
• Employer-sponsored Life w/AD&D and Long term disability.

UFM is an equal opportunity employer.

PHYSICAL DEMANDS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Beginning January 4, 2022, all job offers are conditioned on the candidate being fully vaccinated against COVID-19 with a vaccine authorized for emergency use or FDA-approved. A person is only considered “fully vaccinated” two weeks after receiving a single J&J vaccine or a second Pfizer or Moderna vaccine shot.

In addition, job offers made during flu season are conditioned on the candidate receiving the annual flu vaccination before their start date.

Job Type: Full-time

Pay: $22.00 - $28.40 per hour

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift

COVID-19 considerations:
All employees must be fully vaccinated for COVID-19.

Education:

• Associate (Preferred)

Experience:

• insurance and third party payer information: 1 year (Preferred)
• computer/keyboard: 1 year (Required)
• Medical office, clinic or call center: 1 year (Required)
• EPIC system: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: One location