Job Description

Surrounded by the Sierra Nevada Mountains with beautiful lakes and trails for hiking, biking, fishing, and skiing, this facility is thriving and is looking for a highly motivated Registration Clerk to fill a full-time position and provide excellent care to our community. It’s an exciting opportunity to be an integral part of the successful growth this rural hospital is experiencing, while maintaining your health through our comprehensive and competitive benefits.  This position will work mainly between our Portola and Loyalton clinics, with the opportunity to work shifts in Graeagle.

Eastern Plumas Health Care is a small, non-profit, critical access hospital, providing comprehensive medical services to Plumas County since 1971. We operate an acute care hospital at our main Portola campus, which includes a 24-hour, physician staffed, emergency room and ambulance service. In addition, four primary care medical clinics and a dental clinic offer residents a full spectrum of health care services in the Graeagle, Greenville, Loyalton, and Portola communities. There are also hospital-based Skilled Nursing Facilities in Portola and Loyalton. 

All healthcare workers are required to be vaccinated with the COVID-19 vaccine. We offer this free of charge as a part of your new employment process.

REPORTING RELATIONSHIPS:  The Registration Clerk reports to the Clinic Front Office Supervisor and ultimately to the Director of Outpatient Clinics.

POSITION SUMMARY:  The Registration Clerk is responsible for all aspects of patient registration at the clinic front desk. The incumbent is responsible for making appointments, delivering with enthusiasm and empathy, quality service to all customers, answering phones, providing answers to questions, collecting co-payments, accurate record keeping, and obtaining and verifying all demographic and financial information required for medical charting and billing.

PRINCIPAL ACCOUNTABILITIES:

  1. Greet patients according to our Missions and Values and assists them with their needs
  2. Answer telephone calls within 2-3 rings in a professional manner, routes calls as necessary, records and delivers messages in a timely manner
  3. Review charts to identify information that will be required upon patient arrival, ensuring visit specific forms are attached or in the chart
  4. Assist with running insurance proof of eligibility for upcoming visits
  5. Verify current insurance information and eligibility verification for all insurances including Medi-Cal, Medicare, Private Insurance, CMSP, CHDP, Workers Compensation
  6. Ensure that proof of insurance is downloaded to the patient record monthly
  7. Obtain authorization for services to be provided when necessary
  8. Maintain a cumulative “A” grade in the AHIQA registration software
  9. Provide Hospital and Clinic medical Providers and nursing staff with a copy of the daily schedule and notifies them of any changes throughout the day
  10. Call the following day’s patients to remind them of their scheduled appointments and to inform them of their required co-pay amounts or additional information they may need to bring with them, e.g. insurance card, ID and medications (for establish care visits)
  11. Schedule routine and return/follow-up appointments according to the Provider’s request
  12. Train personnel, with kindness and patience, as requested by the Clinic Front Office Supervisor or the Director of Outpatient Clinics 
  13. Manage difficult patient situations, such as individuals who are frightened, ill or angry, and notifies the Clinic Front Office Supervisor and/or Director of Outpatient Clinics when necessary
  14. Collect and record monies received
  15. Balance the cash drawer at the closing of each day and forwards the payment journals to the Business Office
  16. Additional duties as assigned

PROFESSIONAL BEHAVIOR:

  1. Places the patient’s safety, comfort, dignity and convenience before all other considerations
  2. Behaves with courtesy and respect when speaking to patients, health professionals, and others
  3. Strives to develop and maintain mutually beneficial long-term relationships with clients, business partners, community leaders and co-workers
  4. Follows departmental operating procedures (including but not limited to: neatness in work area, time off requests, attendance, completing expense accounts, and safety measures in office and field)
  5. Displays flexibility and adaptability in responding to departmental and professional changes
  6. Demonstrates interpersonal relations, honesty, and ethical behavior of the highest standards
  7. Seeks to do the right thing with respect to every decision
  8. Seeks to understand and faithfully serve the needs of the community
  9. Strives for both the short and long term profitability of EPHC
  10. Applies recommendations for personal and departmental growth improvement
  11. Appearance is professional and complies with organizational dress code
  12. Participates and adheres to department Quality Improvement activities, seeking to provide the best care while looking for ways to further improve 
  13. Responds to and fully resolves patient concerns, including locating the appropriate person to help a patient
  14. Delivers care perceived by the patient/family to be personal, respectful, attentive, courteous, tactful, and professional
  15. Demonstrates support and follows the Mission & Values of EPHC at all times
  16. Corrects inaccurate work and reports consistent non-compliance to the Clinic Front Office Supervisor
  17. Able to express empathy towards patients during demanding patient and organizational needs
  18. Possesses an ability to prioritize assignments and responsibilities and handle a wide range of duties

POSITION REQUIREMENTS:  (Including Education, Certifications, Physical Capacities, Equipment Used, Specific Skills) To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE:                                                                                                                                                                                                                                                                                            The following education or combination of education and experience are required for the position:

  1. Interpret basic patient needs
  2. High school diploma or GED
  3. Minimum of 1-2 years of medical or clinical experience preferred
  4. Command of the English language and able to communicate clearly to callers, visitors, patients, and all other staff members
  5. Basic mathematic skills, able to read and copy figures accurately, and the ability to properly prepare and complete co-payment transactions
  6. Understanding of HIPPA and confidentiality issues as they relate to patient documents and communications

SKILLS: 

  1. Customer service focused
  2. Can clearly explain front office procedures to patients
  3. Excellent phone etiquette
  4. Have valid California driver’s license, good driving record, and proof of insurance
  5. Operates basic office equipment: typing, faxing, copying, printing, and calculating
  6. Must be able to work under steady pressure with diverse stimuli and constant patient contact
  7. Must demonstrate reliability and punctuality
  8. Provide positive solutions and constructive strategies applicable to an office setting

Personal Characteristics 

  1. Demonstrates integrity and honesty
  2. Self disciplined
  3. A creative problem solver
  4. Communicates clearly
  5. Open to constructive criticism

PHYSICAL CAPACITIES/EQUIPMENT OPERATED:                                                                                                                                                                                                                                                      The physical demands and work environment described here are representative of those required for any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Must be able to lift 20 pounds from the floor to waist, and push at least 50 pounds (objects on wheels)
  2. Flexible arm movement associated with filing and/or stocking duties
  3. Ability to reach above shoulder level
  4. Must be able to sit for long periods of time
  5. Specific vision abilities required by this job include: close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
  6. Clear speech is required for telephone communication, and communication with other employees and patients
  7. Hearing is required for telephone, co-worker, and patient communication                                                                                                                                                                                                               

The work environment is an enclosed space. The noise level is moderately quiet, with occasional noise from medical and laboratory equipment, cast saw, patient and employee conversation, photocopiers, computer keyboards and printers, telephones, etc. There are odors associated with human bodies and bodily functions, cleaning and disinfectant solutions and other chemicals.

There are caustic chemicals present. There is occasional potential for exposure to blood-borne pathogens and biohazard materials.

Equipment operated and/or maintained:

Fax Machine          Multi-line telephone           Desktop PC           Photocopier            Stapler Paper                                                                                                                                                                              Cutter                     Labeler                              Calculator              Scanner                  Hole Punch

WORKING RELATIONSHIPS:

  • Pursues opportunities to assist all co-workers in and outside of regularly assigned duties
  • Is team oriented and able to participate as a member of staff with a goal of providing primary health care to the residents of Plumas and Sierra Counties
  • Interacts professionally with personnel throughout all EPHC departments

FREEDOM TO ACT/ACCOUNTABILITY: 

  • Double books providers within parameters outlined in the Front Office Manual
  • Actively contributes in staff meetings
  • Identifies problems, and recommends resources and methods for resolution using chain of command
  • Cooperates with coworkers and Clinic Front Office Supervisor to develop clinic schedule
  • Monitors own performance and reports on program/problem progress

PRIVACY AND CONFIDENTIALITY:                                                                                                                                                                                                                                                                                    As set forth in the Health Insurance Portability and Accountability Act of 1996 (HIPAA), this position must maintain patient confidentiality in accordance with State and Federal regulations. Protected Health Information is restricted to a need-to-know basis. Any intentional or unintentional breach of confidentiality will be reported to the HIPAA Privacy Officer and is subject to disciplinary action, up to and including termination of employment.