Receptionist/Front Desk

Cambridge Health Alliance; Malden (MA); On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Flexible schedules

Job summary

Cambridge Health Alliance is seeking a temporary clerical/administrative assistant for the Malden Family Health Center East location. The role focuses on front-desk reception, appointment scheduling, and registrar duties in a fast-paced outpatient setting.

Responsibilities include greeting patients, verifying insurance, collecting copayments, and coordinating with clinicians and departments. A high school diploma is required; some college is preferred, and experience with EPIC is desirable.

Qualifications

• Excellent customer service skills and telephone etiquette.
• Clear communication with patients and staff.
• Strong organizational and multitasking abilities.

Responsibilities

• Follows CHA appointment scheduling policies and protocols.
• Schedules new and follow-up appointments for patients within an appropriate time frame.
• Greets patients and visitors; verifies insurance coverage and collects co-payments.
• Attends to registration tasks, handles referrals, and routes billing questions as needed.
• Maintains patient confidentiality and documents encounters accurately.

Skills

Customer service

Telephone etiquette

Communication

Organizational skills

Multitasking

Education

High School Diploma

Some college preferred

Tools

EPIC

Job description

Location: CHA Malden Care Center
Category: Clerical and Administrative Support
Department: Malden Family Health Center East
Job Type: Temporary
Union Name: Non Union

Work Schedule: Day / Evening
Length Of Shift(s) In Hours: 8
Shift Details: 8:30-5:00pm and 12:00-8:30pm M-F
Hours/Week: 40.00
Weekend Requirements: Negotiable
Holiday Requirements: NO
On Call Requirements: NO

Hourly Pay Rate: 19-23

Are you starting out in healthcare or looking for a career change? If you are looking to make a difference CHA’s temporary staffing department may have a role for you. We offer flexible schedules, varied assignments, competitive pay, and health insurance. Come join an organization where your contribution is valued and continuous learning is part of your day.

Summary

Performs a wide range of administrative and support functions for the department. Acts as the link between the health provider, the patient, and other Alliance departments, outside service agencies and consulting providers. Serves as a primary point of contact for patients and visitors in an outpatient unit and provides excellent customer service through clear communication.

Responsibilities

Appointment Scheduling Component

• 1. Follows CHA appointment scheduling policies and protocols
• 2. Follows special scheduling guidelines such as scheduling for procedures
• 3. Schedules new and follow-up appointments for patients within an appropriate time frame.
• 4. Collects complete appointment information to identify patient and reason for appointment
• 5. Places reminder calls to patients as directed
• 6. Notifies patients of schedule/appointment changes in a timely manner.
• 7. Supports team based care with asynchronous activities including responding to Mychart and in basket messages within scope
• 8. Monitors EPIC staff message in-basket as well as CHA email.
• 9. Supports collection of medical records needed for new and established patient appointments

Registration/Reception Component

• 1. Follows CHA registration policies and protocols
• 2. Completes computer registration thoroughly and accurately according to protocol.
• 3. Prepares appropriately for computer downtime.
• 4. Greets patients and visitors. Contributes to presenting the clinic/department in a positive manner.
• 5. Checks in patient for appointment upon arrival and verifies insurance coverage
• 6. Attaches and verifies referrals for upcoming scheduled appointments in EMR
• 7. At registration, distributes appropriate screening forms and paperwork to patients
• 8. Routes patient billing questions to the appropriate department.
• 9. Collects co-payments. Provides patients with accurate receipts and prepares co-payments for deposit.
• 10. Assists patients with transportation needs.
• 11. Monitors patients and visitors entering, waiting, and leaving the practice. Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.) Acts as liaison between patient and practice staff to ensure optimal flow and service delivery.
• 12. Follows CHA policies and protocols to identify patients with an urgent condition who require a warm handoff to a nurse.
• 13. Follow up on no show patients

Telephone Reception Component

• 1. Answers telephones promptly and courteously
• 2. Clearly identifies proper name of site and self.
• 3. Directs all calls to appropriate staff and contacts providers as needed utilizing established call routing guidelines
• 4. Follows CHA policies and protocols to identify patients with an urgent condition who require a warm handoff to a nurse
• 5. Manages incoming calls by determining urgency before placing on hold.
• 6. Maintains patient confidentiality at all times.
• 7. Takes messages accurately and thoroughly utilizing established intake directions and routing guidelines.

Medical Records Component

• 1. Completes Request of Information form accurately and completely.
• 2. Scans clinical information into EMR following Health Information guidelines

Quality/Care Team Responsibilities

• 1. Participates in team-based care and panel management
• 2. Performs patient inreach and outreach including but not limited to outreach phone calls, letters and appointment scheduling.
• 3. Documents all patient encounters thoroughly and accurately in the patient's medical record.
• 4. Faxes or scans orders and referrals

General Responsibilities

• 1. Utilizes assistance from Interpretive Services when requested/appropriate
• 2. Documents appropriate patient interactions in the medical record (i.e. brief encounters).
• 3. Demonstrates CHA service standards
• 4. Distributes incoming correspondence, faxes and mail to appropriate person or department in a timely manner.
• 5. Assists with workflow for patient forms and paperwork
• 6. Assists patients with Mychart Activation
• 7. Assures accuracy and confidentiality of patient information by adhering to established confidentiality policy
• 8. Adheres to position descriptions, policies, protocols, CHA Service Standards, regulatory agencies and procedures related to professional practice.
• 9. Demonstrates understanding of his/her role in emergency codes.
• 10. Completes required training and annual competencies.
• 11. Performs other related duties as assigned or directed.

Organizational Duties and Responsibilities

• 1. Is responsible for creating a respectful environment for our patients and ourselves.
• 2. Demonstrates respect for differences in language, culture, race, religion, citizenship, gender, and sexual orientation and does not discriminate on the basis of income, insurance status, immigration status, or disability.
• 3. Complies with the Alliance policy on confidentiality of information regarding patients, families and co-workers.
• 4. Adheres to dress code; appearance is neat and clean.
• 5. Completes annual educational requirements and in-service training as required. 6. Wears identification while on duty.
• 6. Reports to work as scheduled and ready to receive assignments; minimal unscheduled absences.
• 7. Attends meetings and participates in committees as required.

This job description is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not intended to be an exhaustive list of all responsibilities, duties and skills required of employees who hold this position.

MINIMUM QUALIFICATIONS

Education/Training

High School Diploma; some college preferred

Licensure

N/A

Certifications

N/A

Linguistic Capabilities

Knowledge of a second language preferred

Work Experience

Preferably one-year experience, preferably in a medical setting

Skills

• Excellent customer service skills and telephone etiquette
• Demonstrates effective communication skills
• Excellent organizational skills
• Ability to work independently or in teams
• Ability to multitask in a fast-paced environment
• Knowledge of Medical Terminology preferred
• EPIC experience preferred

Physical Skills

• Sufficient mobility to negotiate physical plant layout
• Strength and endurance to work continuously for 4-5 hours at a time
• Ability to enter data into computer up to 5 continuous hours
• Ability to carry, push or lift equipment up to 20 lbs
• Ability to respond to appropriately urgent patient care needs

Working Conditions and Physical Environment

• Fluorescent, incandescent and natural lighting.
• High volume of patient traffic.
• Close quartered and shared workspace.
• Potential exposure to blood, blood products, body fluids, electrical and chemical hazards.

Please note that the final offer may vary within the listed Pay Range, based on a candidate's experience, skills, qualifications, and internal equity considerations.

In keeping with federal, state and local laws, Cambridge Health Alliance (CHA) policy forbids employees and associates to discriminate against anyone based on race, religion, color, gender, age, marital status, national origin, sexual orientation, gender identity, veteran status, disability or any other characteristic protected by law. We are committed to establishing and maintaining a workplace free of discrimination. We are fully committed to equal employment opportunity. We will not tolerate unlawful discrimination in the recruitment, hiring, termination, promotion, salary treatment or any other condition of employment or career development. Furthermore, we will not tolerate the use of discriminatory slurs, or other remarks, jokes or conduct, that in the judgment of CHA, encourage or permit an offensive or hostile work environment.

Cambridge Health Alliance brings Care to the People - including your neighbors, friends and family. Our local hospitals and care centers serve our vibrant, diverse communities, and play an integral role in improving health. As passionate advocates for the underserved, we actively partner with our communities to take on challenging public health issues, and conduct important research to help reduce barriers to care. We believe that everyone deserves access to high quality, convenient health care. This is why our employees believe in where they work and why many build long, rewarding careers at CHA.

Healthcare is changing rapidly. CHA has a strategic plan that charts a proactive course for our future. It is built on a vision of equity and excellence for everyone, every time. It also recognizes that our workforce is our most valuable asset and prioritizes competitive salaries, benefits and professional development opportunities for employees. The strategic plan is changing the way we provide care and improving the health and experience of our patients; we are looking for smart, committed, compassionate people who want to be part of making our vision of better health and equity a reality.

At CHA, you can believe in where you work and go home every day knowing you made a difference. Join our team and help us bring Care to the People.