Medical Receptionist (Outreach)

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas.

Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here: http://texashealthaction.org.

The Medical Receptionist with Outreach and Testing supports efficient, patient-centered reception operations within walk-in, clinic, mobile, and community-based settings. The position greets and registers patients, coordinates patient flow, provides information regarding available services and next steps, supports scheduling and documentation, and collaborates with program and clinical staff to facilitate access to care.

This is a full-time, non-exempt, in-person position that may require evening and weekend hours and reports to the Testing Operations Coordinator.

Core Functions

Greet, check in, and assist patients and visitors in a professional, respectful, and patient-centered manner, identifying reported service needs and routing patients to the appropriate testing, laboratory, clinical, or support services; Accurately register patients and enter, verify, and update required demographic, contact, insurance, and other information in the electronic medical record in accordance with established procedures; Coordinate patient flow throughout walk-in services, including monitoring wait status, communicating

service needs and next steps, and collaborating with Testing Specialists, laboratory staff, clinical staff, and program leadership; Provide patients with accurate information regarding available services, eligibility or service requirements, clinic processes, wait times, appointments, and next steps, and assist with scheduling as applicable; Complete required reception documentation, data entry, and program reporting accurately and within established timelines; Respond professionally and compassionately to patient questions, concerns,

and complaints, utilizing de-escalation techniques when appropriate and escalating concerns according to established procedures; Maintain an organized, welcoming, and adequately stocked reception environment, including required forms, office supplies, educational materials, safer sex supplies, visitor records, and other resources necessary for daily operations; Participate in clinic, mobile, and community-based services as assigned and maintain competency in required operational functions, including safe mobile testing vehicle

operation; Receive, distribute, and process incoming and outgoing mail and correspondence, as needed; and, Performs related duties and fulfills responsibilities as required.

Key Performance Indicators

Maintains at least 95% accuracy in patient registration, intake/outtake, and required data entry, as measured through routine record review and identified registration corrections.

Maintains patient satisfaction at or above the established organizational target, as measured through applicable NPS results, while maintaining positive individual patient feedback.

Responds to at least 95% of direct Microsoft Teams messages requiring a response or action within two business hours during scheduled work hours.

Requirements

• Education
• High School Diploma, GED, or other equivalent certification required
• Licensure and Certification
• Basic Life Support (BLS) certification required (must be obtained prior to the first day of employment); Valid Texas Driver’s License; and, Complete required mobile testing vehicle training and maintain competency in the safe operation, setup, and use of the mobile testing vehicle for testing and outreach activities.
• Required Experience
• One (1) year experience in a medical setting or customer service role (two (2) years of part-time work/volunteer experience may be considered in lieu of one (1) year of experience); and, Six (6) months of work or volunteer experience with marginalized communities, such as LGBTQIA+ and communities of color.
• Preferred Experience
• Bilingual fluency in both English and Spanish, including knowledge of medical vocabulary; and, Bachelor’s degree in a social science or public health discipline (two-year degree with licensure and/or four years of relevant work experience will be considered in lieu of a Bachelor’s degree).
• Knowledge Skills and Abilities
• Proficiency with basic computer applications, including Microsoft Outlook, Teams, Word, and Excel.
• Ability to maintain timely and professional communication with supervisors, team members, and other departments through organizational communication platforms, including Microsoft Teams and Outlook.
• Knowledge of confidentiality requirements and the ability to maintain patient and organizational information in accordance with HIPAA and organizational standards.
• Strong verbal, written, interpersonal, and customer service communication skills.
• Ability to communicate and work effectively, respectfully, and with cultural responsiveness across diverse populations, backgrounds, roles, and socioeconomic circumstances.
• Ability to exercise diplomacy, tact, and sound judgment when navigating sensitive situations, conflict, or individuals experiencing distress.
• Ability to effectively prioritize and manage multiple responsibilities, meet established deadlines, and maintain attention to detail with minimal supervision.
• Ability to collaborate effectively with employees across departments and with external community partners and organizations.
• Available 40 hours a week, with flexibility to work some evenings and weekends, dependent on clinic needs and/or schedule.
• Ability to safely operate organizational vehicles as required for assigned duties.
• Physical Requirements/Environmental Conditions

This position may require moving between work areas; standing, walking, bending, reaching, and using hands to perform assigned tasks. The employee may handle, carry, or move supplies, equipment, or tools relevant to the role. Work may occur in patient care or other clinical areas. The employee must follow applicable safety and infection control procedures and use required protective equipment. Essential job functions may be performed with or without reasonable accommodation.