FHC Patient Access Call Center Specialist I

CHARACTERISTICS OF THE WORK 

Under close supervision, performs clerical and public contact work.

Responsible for admitting and registering patients over the phone for health care services at Family Health Centers (FHC).

EXAMPLES OF THE WORK (These statements are intended to be illustrations of the work of this class.) 

Manages appointments for multiple providers and services at multiple FHC locations.

Answers, screens, and processes medical service requests.

Responds to patient requests for an appointment via patient portal or the United Community platform.

Confers with on-site personnel to work same-day patients into today’s schedule.

Collects minimal patient demographic information and enters into the Practice Management System (PMS).

Refers patients to the FHC nursing team for triage and medical services.

Responds to crisis/red flag calls and refers them to the appropriate personnel.

Utilizes the PMS to schedule appointments, take messages for provider visits and services, and communicate the required information to the appropriate personnel.

Identifies patients with Limited English Proficiency (LEP) and/or other communication barriers and uses the appropriate interpretative services. 

Documents as appropriate on the medical record, forms, and/or computer the required documentation related to interpretative services.

Adheres to standard safety and infection control precautions.

Performs related work as required.

MINIMUM REQUIREMENTS

High school graduation or its equivalent.

Three months of clinical/clerical experience in a Federally Qualified Health Center (FQHC) or health care setting OR Certification from a Medical Office Specialist, Medical Secretary, Medical Assistant, Nursing Assistant, or other medical clerical program. 

An equivalent combination of training and experience may be substituted, as determined applicable by Civil Service.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

Responds to patient and FHC needs via telephone, internet, fax, computer software, and in person.

Lifts and carries materials weighing up to 15 lbs. with or without assistance.

Spends extended periods of time sitting and reaching.

Spends extended periods of time typing and reading computer screens.

Identifies medical record documentation, requests, and/or releases.

SPECIAL REQUIREMENTS

Must be available to work extended hours, both before and after the scheduled shift, as well as additional days as necessary.

Must provide own transportation to work at other FHC locations as needed.

An Equal Opportunity Employer

Test Weights

Training & Experience: 100%

CLINIC LOCATIONS AND HOURS: 

www.fhclouisville.org

FHC - Portland 

2215 Portland Avenue 

Louisville KY 40212 

(502) 774-8631 

Monday - Thursday: 8:00am - 9:00pm 

Friday: 8:00am - 4:30pm 

Saturday: 8:00am - noon 

Sunday: Closed

FHC - East Broadway 

834 East Broadway 

Louisville KY 40204 

Monday - Thursday: 8:00am - 9:00pm 

Friday: 8:00am - 4:30pm 

Saturday: 8:00 - 12:00pm 

Sunday: Closed

FHC - Phoenix (Healthcare for the Homeless) 

712 E Muhammad Ali Blvd 

Louisville KY 40202 

Monday - Friday: 7:30am - 4:00pm 

Saturday - Sunday: Closed

FHC - Iroquois 

4100 Taylor Blvd 

Louisville KY 40215 

Monday: 8:00am - 4:30pm 

Tuesday: 8:00am - 8:30pm 

Wednesday - Friday: 8:00am - 4:30pm 

Saturday - Sunday: Closed

FHC - Fairdale 

1000 Neighborhood Place 

Fairdale KY 40118 

Monday - Friday: 8:00am - 4:30pm 

Thursdays: 8:00am - 8:30pm 

Saturday - Sunday: Closed

FHC - Southwest 

9702 Stonestreet Road, Suite 220 

Louisville KY 40272 

Monday - Wednesday: 8:00am - 4:30pm 

Thursday: 8:00am - 8:00pm 

Friday: 8:00am - 4:30pm 

Saturday - Sunday: Closed

FHC - Americana 

4805 Southside Drive 

Louisville KY 40214 

Monday - Friday: 8:00am - 4:30pm 

Saturday - Sunday: Closed