Location: Waukegan,IL, USA
General Description
The Clerk II is a valuable member of our Patient Access Center team who assists patients with scheduling appointments for healthcare services in the FQHCs. The Clerk answers incoming telephone calls and makes outreach calls to defined patients. Work is performed in accordance with prescribed policies and procedures. Responsibilities are performed at a proficient level thus lending support to the care teams.
To be successful in this role, we are looking for someone who Interpersonal Skills: Demonstrates an understanding of the likely effect of one's words, actions, appearance, and mode of behavior on others. Maintains stable performance and emotional control even when faced with opposition, pressure, and/or stressful situations.
* Communication: Respectfully listens to others to gain full understanding of issues. Comprehends well, asking questions when clarification is needed. Presents information in a clear and concise manner orally and in writing; appropriately adapts message, style and tone to accommodate a variety of audiences.
* Problem Solving: Meets internal and external customers' needs in a proactive manner that provides satisfaction for the internal or external customer within the resources that can be made available.
* Adaptability: Adapts to change and different ways of doing things quickly and positively. Does not shy away from addressing set-backs, ambiguity, or shifting timelines. Maintains performance with changing circumstances. Manages change related stress well; deals effectively with varying people and situations.
* Collaboration: Cooperates with others to accomplish common goals. Works with employees within one's program and across the Agency to achieve shared goals. Treats others with dignity and respect and maintains a professional and courteous demeanor. Values the contributions of others.
* Inclusion and Cultural Competence: Supports and promotes an environment that respects, values and holds opportunities for all, regardless of individual difference.
* Organizational Awareness: Combines job knowledge and broad organizational knowledge to help achieve the Agency's Vision. Able to prioritize tasks in order of value and urgency, allocating time and resources effectively based on appropriate priorities.
* Attention to Detail: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
* Stewardship: Careful and responsible management of entrusted resources - including people, time, finances, supplies, and materials. Maintains ethical actions.
* Personal Accountability: Consistently demonstrates a results orientation. Sets and achieves goals, working in a way that meets deadlines and standards. Accepts full responsibility for self and contribution as a team member. Displays honesty and truthfulness. Appropriately confronts problems quickly and accepts their role in them when necessary.
* Critical Thinking: Builds a logical approach to address problems or opportunities. Manages the situation at hand by drawing on one's knowledge and experience base. Calls on other references or resources as necessary.
* Planning and Organization: Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity.
Schedule:
Essential Functions
* Answers a high volume of incoming phone calls.
* Provides patient services to include registration and insurance verification, scheduling/canceling appointments, and facilitates communication between the patient and FQHC provider team/clinic.
* Uses reference documents and online tools to become familiar with Lake County Health Department (LCHD) services and acts as a subject matter expert for patients.
* Identifies urgent patient needs and routes/escalates appropriately
* Navigates electronic health record and updates patient information as needed
* Adheres to strict HIPAA guidelines.
* Provides language translation services, verbal or written, as needed.
* Promotes and actively participates in key initiatives for Patient Access Center and LCHD, including patient outreach for follow-up care.
* Supports departmental changes, demonstrates flexibility and a positive attitude in a fast paced, changing environment.
Knowledge Skills Abilities and Education Required
* Requires High School Diploma or GED.
* Minimum of one-year office experience preferred.
* Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail and analytical and problem solving abilities to meet and exceed the needs of our patients.
* Excellent phone etiquette skills.
Supplemental Information
As the largest human service provider in Lake County, we believe that services must be available without barriers. No residents are turned away due to the inability to pay. We believe in providing services in an environment of mutual respect, free of discrimination or bias. Whether assuring accessible and effective care, impacting policy, or assessing and monitoring risks, the Lake County Health Department and Community Health Center has been an essential part of the public health system in Lake County for 60 years. We are looking for passionate, qualified team members who can help make a difference in our agency and, most importantly, in our community.
Additional information about the Lake County Health Department, our culture, and why you should join our team can be found at
Currently, you must reside inIllinois or Wisconsin to work for the Lake County Health Department. Any offer of employment is conditioned on the successful completion of a background screening, drug and alcohol testing and may include a pre-employment medical exam.
The Lake County Health Department and Community Health Center is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sexual orientation, gender identity or gender expression, national origin, disability, veteran status, and other protected characteristics.