Duties :
- Welcomes and interacts with all patients, families, and visitors in a professional, timely, age-appropriate, and culturally sensitive manner.
- Responds to customer questions with prompt information and / or service related to appointment status, wait time, or unanticipated problems.
- Communicates with patient, staff, and providers regarding patient arrivals, delays, and clinic processes.
- Proactively approaches dissatisfied customers and implements customer service recovery measures.
- Identifies prolonged wait times for patients in waiting room and reports to clinic manager.
- Obtains translation services as needed for customers.
- Participates in clinic meetings to assist in planning optimal patient flow for session / day.
- Attends staff meetings or signs attendance records for reading of minutes and attends mandatory training and development activities by established guidelines as evidenced by supervisory observation and written / verbal feedback.
- Notifies licensed staff or supervisor when unable to complete assigned tasks or responsibilities.
- Needs to be comfortable with high acuity patient is a fast-paced environment.
- Knowledge of nursing / medical assistant patient care tasks, the managed care industry, appointment scheduling, related medical terminology and customer service concepts.
- The ability to operate proficiently a personal computer and basic clinic / patient care, and office equipment; demonstrate interpersonal skills;
demonstrate good verbal communication skills; demonstrate good time management skills and provide excellent customer service skills.
- The ability to demonstrate quick decision-making and self-initiated work behaviors is necessary. Bilingual in Spanish / English is a preferred
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