Access Coordinator

Job Overview

Founded in 1979, Lyon-Martin Health Services provides excellent primary care and mental health services to cis-gender women and transgender people with sensitivity to sexual orientation and gender identity, regardless of ability to pay. Since 1999, the Women’s Community Clinic has used an innovative workforce development-based business model to provide affordable and accessible health care services to Bay Area women and girls.  In the spring of 2018, while preserving each organization’s unique specializations and orientation to care, Lyon-Martin Health Services and Women’s Community Clinic have come together under one roof.  This facility allows both clinics to expand their service offerings and provide comprehensive and welcoming care to cis-gender women and transgender people in one space.

As the first point of contact, the Access Coordinator plays a vital role in being a warm and knowledgeable connection for clients to clinical services.  The Access Coordinator also acts as the first line of problem-solving within the team, actively engaging in assessing how to increase departmental efficiency and satisfaction.  They are expected to provide all patient care in a sensitive and non-judgmental manner, to maintain a high degree of professional competence and the highest possible ethical standards, and to function as part of a care-giving team.  This position is integral to ensuring smooth coordination of care from the front desk to the clinical team.

Key Responsibilities

Front Desk

  • Provide excellent customer service to all patients, in all facets of communication they have with the clinic.
  • Greeting and checking in all patients, preparing charts to completion before their visit including but not limited to updating information, proper paperwork and chart organization and eligibility screening.
  • Checking out all patients ensuring that all patient care and follow up needs have been completed and payment occurs via self-pay or billing a third-party payer.

 

General Phone Coordination

  • Provide continuous client-centered care and customer service by phone
  • Model and uphold exceptional phone etiquette standards
  • Conduct HIPAA-compliant phone communication with clients
  • Respond to appointment requests, refill requests, clinician call backs, and other client needs
  • Coordinate clinic closure communication to clients

 

Eligibility and Scheduling

  • Check client eligibility for Clinic services
  • Refer ineligible clients to more appropriate providers
  • Enroll patients in appropriate public benefits coverage as needed, including FPACT, CDP, and Healthy San Francisco.
  • Communicate continuously with clinical team members regarding schedule changes
  • Collaborate with providers to reschedule appointments when needed
  • Train as enrollment coordinator helping clients to enroll in health insurance

 

Worklist Management

  • Maintain waitlist to ensure appointments are fully utilized
  • Manage recalls list to ensure clients return for follow-up care
  • Provide reminder calls for upcoming appointments
  • Verify client coverage for upcoming appointments

 

Client Records

  • Respond to medical records requests from clients, providers and other HIPAA-approved entities
  • Process incoming medical records
  • Scan and index medical records to client electronic health records
  • Coordinate welcome letters to new SF Health Plan clients
  • Assist with coordination of client referrals

 

Medication Abortion

  • Screen clients interested in medication abortion (MAB) for appropriateness of and eligibility for services
  • Provide education to clients about MAB
  • Perform initial registration for new patients interested in MAB
  • Order labs for MAB clients

 

General

  • Develop and document new phone services workflows
  • Train other staff on phone services and other front desk functions as needed
  • Support front shift coordinators as needed
  • Support Clinic administrative tasks including, but not limited to, updating clinic forms, data entry, and front desk resources
  • Provide IT support backup and troubleshooting related to clinical care processes
  • Other duties as assigned

Education and Knowledge, Skills and Abilities

  • English fluency (verbal and written) required.
  • Spanish fluency required.
  • Commitment to the mission and goals of HealthRIGHT360, the Women’s Community Clinic and Lyon-Martin Health Services.
  • At least one year of experience working in a health care environment, with a strong preference for those with experience working with both cis-gender women and transgender people.
  • Experience working with trauma-informed and harm-reduction models of care.
  • Must be able to work evenings (until 8pm).

 

 

OTHER KNOWLEDGE, SKILLS AND ABILITIES

  • Demonstrated knowledge of health issues experienced by cis-gender women and transgender communities.
  • Strong desire to work with and address barriers to care unique to cis-gender women and transgender people.
  • Excellent computing skills especially within the Microsoft Office suite and Epic electronic health record system.
  • Medical billing and third-party payer knowledge a plus.
  • Knowledge of Bay Area community resources preferred.
  • Commitment to working in an environment offering the full-scope of pregnancy options counseling.
  • Willingness to contribute towards tasks related to promoting and fundraising for the Clinic.

 

Physical demands:

  • Requires prolonged sitting or standing for up to 3 hours at a time.
  • Requires hand eye coordination and manual dexterity to operate a keyboard, photocopier, telephone, calculator and other office equipment.  May require up to 3 hours of typing at a time.
  • Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports and to communicate with staff in a busy clinic environment.
Compensation: $20.00-$20.50
Type: Hourly/ Non-exempt
Benefits: HealthRight 360 offers a competitive benefits package.
City: San Francisco
Hours/wk: 40

Job Location