Address: 306 23rd Ave S Suite 200, Seattle, WA 98144

The Role

Reporting to the Clinical Team Manager, Medical Clinic Receptionist (known internally as an Operations Assistant (OA)) is the first point of contact for patients at Iora and takes care of all patients through their administrative excellence.  Duties specific to this position include answering incoming calls, making outbound calls, checking voicemails, greeting and welcoming patients, running morning meetings, and managing the flow of medical records and other important, confidential documentation. This role will be office-based. 

Specific responsibilities include:

Foster an excellent experience for all patients in all interactions

• Serve as the first point of contact on the phone and when patients enter or call the practice
• Welcome all patients, families and visitors to the practice warmly, courteously, and respectfully, making the reception area a calm, relaxing place. 
• Provide information for visitors, community members, and new patients. 
• Have an awareness for practice flow working with the CTM to ensure patient and team safety

Expert Knowledge and Implementation of Iora’s Administrative Processes

• Ensure timely answering of phones, direct calls to the appropriate team member, proactive follow- up, manage voicemail. 
• Employ critical thinking to provide a solution for the patient or direct them to the appropriate resource including appropriately escalating patient concerns.
• Gather/use existing information in Chirp to answer basic patient questions around care i.e. scheduling, referral status, refill status, care plan information, support network, basic benefits questions etc.
• Use preferred contact method to proactively reach out to patients when needed, i.e. confirming a next day appointment, following up on a question or reaching out to engage a new patient.
• Partner with Clinical Team Manager on scheduling including tracking/triage boards, practice schedule and Chirp to ensure accuracy.
• Partner with Clinical Team Manager to coordinate all external guests, including vendors.
• Obtaining copays when required and offer copay waiver when eligible

Assist in Office Management 

• Monitor clinic email and respond within 24 hours on business days
• Receive and sign for arriving packages and distribute mail
• Compile and keep ready various sets of paperwork. (i.e. Initial Visit Packets, Welcome Packets, Annual Wellness Visit Paperwork)
• Maintain file for paperwork expected to be picked up by patient
• Work with the Clinical Team Manager to maintain general upkeep of the practice and lab to Iora standards, including but not limited to: 
• opening and closing the clinic, maintaining supplies, stocking rooms troubleshooting basic tech issues, managing cleanliness of space, watering plants, printing lab slips and communicating with janitorial and maintenance services.

Other Responsibilities

• Support the growth of the organization by asking patients if they want to refer friends and family to Iora.
• Under the direction of the Care Team Manager, support and coordinate events and special projects.

Candidate Attributes

• Must be comfortable wearing PPE required for COVID-19 safety protocols (surgical face-mask and shield/goggles)
• Must be flexible and comfortable with ambiguity, eager to work in a dynamic environment and willing to learn new skills
• Experience in a service industry required
• Healthcare experience required
• Tech savviness required 
• Must demonstrate excellent interpersonal communication skills both in-person and by phone
• Must have the ability to work well both as a member of a team and independently
• Must have reliable transportation and be able to travel to different practice locations as needed
• Must have exceptional organizational, problem-solving and time management skills and must be able to appropriately prioritize responsibilities
• Must be open-minded, non-judgmental and compassionate