Purpose: The Guest Coordinator act as the first point of contact between patients and guests of the Urgency Room, and makes patients and guests feel welcome and valued. The position uses practical judgment for initial triage and accurately registers patients for care (collects vital demographic information, verifies insurance coverage, collects applicable co-payments or past due balances). They support the initial rooming of patients and support front desk reception administrative tasks.

Key Result Areas: The primary responsibilities for this position include but are not limited to:

• Greets and assists patients by serving as an interface between patient/family and the clinical area
• Accurately and efficiently register in an electronic health record system
• Verify and document insurance information in patients’ medical record
• Communicate patient payment and options (copay, past due balances, or self-pay/uninsured), as applicable
• Accurately process patient payment by cash or credit card
• Ability to answer and address a high volume of inbound calls (patient inquiries and medical record requests from surrounding clinics and hospitals)
• Room patients efficiently and accurately based on symptoms, providing specimen kits as needed
• Keeping up to date on policies, processes, and guides
• Adhere to time off, schedule, and timecard expectations
• Assist in training of new front desk staff as designated
• Participate in general housekeeping (tidying of the reception/wait area) as needed
• Support hospitality with patients and guests (snacks/beverages, ice bags, etc.), as directed
• Processes incoming ROI’s and answers incoming phone calls
• Performs other work and activities as required or assigned.

Direct Reports – None. May indirectly provide direction to front desk clinic support staff.

Education, Skills, and Experience:

• High school diploma or equivalent
• Experience in a customer-focused environment (hospitality, customer service), a plus

Performance Values Core Competencies:

• Problem Solving (Judgement)
• Communication
• Technical Skills and Knowledge
• Integrity
• Quality and Productivity
• Customer Satisfaction
• Teamwork and Collaboration
• Good Corporate Citizenship
• Diversity and Inclusion
• Employee Engagement

Equipment/Software/Systems Used

• Frequent use of computer, keyboard, and phone or communication devices
• Basic to intermediate proficiency in Microsoft Office Suite (Outlook, Word, Excel, TEAMS, and PowerPoint)
• Ability to use and navigate electronic medical record system, EPIC/Excellian
• Telephone and clinic communication systems

Required Certificates, Licenses, and Registrations:

• None

Working Conditions: This is not intended to serve as an exhaustive list of all working conditions:

• Environmentally controlled medical office environment
• Fast-paced environment with occasional high pressure or emergent situations
• Work hours subject to clinic needs to ensure coverage during all hours of operation, which may include evenings, weekends, and holiday schedules.
• Possible exposure to bodily fluids, infectious specimens, communicable diseases, toxic substances, ionizing radiation, medicinal preparations and other conditions common to a laboratory and medical clinic environment
• Personal Protective Equipment (PPE) , a mask is required to wear
• Frequent interaction with a diverse population including team members, providers, patients, patient family/guests, and other members of the public
• Ability to comply with recommended health care worker vaccination(s) or with accommodation
• Schedules may include the ability to work 4and 8-hour shifts and may include day, evening, weekend, and holiday hours or a combination thereof

Physical Demands: This is not intended to serve as an exhaustive list of all physical demands.

• Frequent sitting, standing, walking, grasping, carrying, and speaking
• Occasional reaching, bending, and stooping
• Lifting, carrying, pushing, and pulling up to 60 pounds, with assistance if needed