Institute:Office of National Coordinator (ONC) Workforce Training Curriculum
Component:Introduction to Health Care and Public Health in the U.S.
Unit:Delivering Health Care - Part 2
Lecture:Roles of Different Health Care Providers
Slide content:The Patient Experience - 1 The Front Office Receptionist: First point of contact Greeter: help patients find the appropriate area Scheduler: Makes appointments Patient Navigator: helps navigate medical care Clinic Manager: administrator for the office Clinic Supervisors: help run the clinic 4
Slide notes:This slide reviews the organization of primary care clinics in the context of the patient experience. When the patient walks into the clinic, most likely he or she initially comes in contact with a member of the front office staff. Often the receptionist has multiple roles in the office, including checking in patients and triaging telephone calls. Some larger clinics have personnel called greeters who help patients find the appropriate areas for their care. The patient may also meet a scheduler, who makes appointments for patients. The patient may contact the scheduler by telephone, by email, or face-to-face at the end of a visit to set up the next appointment. Other members of the front office team may include a patient navigator, who helps patients find their way around the complex maze of medical care and helps advocate for patients, and the clinic manager, who is the administrator for the office and is responsible for clinic activities. Additional personnel such as clinic supervisors help run the clinic. The clinic manager may also actively problem-solve complaints and other issues with the patient. 4