GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.
Performs all secretarial and receptionist functions necessary for the complete and efficient management of patients through the ambulatory facility, including the acquisition of necessary patient-care and records. Using the Department of Medicine's standard greeting and appropriate telephone etiquette, answers all incoming telephone lines in a timely fashion. Adheres to divisional and departmental service standards related to telephone access to ensure that patients, referring physicians, and other customers can easily access the Practice by telephone. As centralized Department of Medicine staff you will be cross trained within the Dept. of Medicine specialties Divisions.
PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.
Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
Utilize knowledge of HMO's, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
Greets and assists patients when they check in & out of the clinic in a professional manner.
Obtains or reviews their demographics & fiscal information
Collects Co-Pays, enters payments and closes batch at the end of the day
Prepares necessary documentation for scheduled patient appointments
Answers patient's telephone calls, correctly processing information or answering questions or solving problems.
Schedules all appointments including ancillary testing
Communications effectively and in a professional manner with patients regarding wait times
Maintains general reception area, ensuring cleanliness and organization.
Obtains prior authorizations.
Adheres to Joint Commission and Department of Public Health regulations as well hospital and Departmental policies, such as: Attendance, Co-Pay and Dress Code.
Performs other duties and tasks as requested by supervisors to ensure the efficient overall performance of the facility, maintaining flexibility regarding the occasional need for the staff coverage in other areas of the facility
Arranging new patient appointments and testing
Point person for a team of 10-13 providers, NP/PA and an RN
Participate and lead team meetings with provider team lead, provide data metrics and recommendations to improve access
Train and mentor new staff
Coordinating follow up appointments and follow up testing
Obtaining prior authorizations for future testing
Prioritizing phone calls and messages via in-basket and/or outlook based on urgency
Rescheduling clinics to alternate dates based on provider availability
If not, working with insurance company to obtain authorization for out of network visits, ensuring appropriate hospital, BWPO is contacted to negotiate rate
Contacting patients from a list of E-Referrals from other departments, determining which provider is appropriate for them to see, what prior testing is needed if any, and assigning the E-Referral to the appointment for insurance purposes
Arranging post discharge follow up appointments with NP/PA nurse
Reaching out to supplemental departments to schedule patients for testing or consults with other specialties
Coordinating office visits with other appointments such as other departments, other facilities in the area, testing
Requesting records including paper records as well as imaging discs in particular format be sent to me for physician review
Arranging admissions for patients through our admitting department
Coordinating with other outpatient appointments
Contacting the patient to confirm their admission date, LOS, location, what they can bring with them, helpful contact information
Fulfilling Responsibilities to Patients:
Answers patient's telephone calls, correctly processing information on ambulatory appointment scheduling or answering questions or solving problems. If necessary, transfers call to an appropriate person or department to assist the patient.
Obtain or reviews all patient demographic information, insurance information and referral numbers.
Calls patients from waiting area by addressing them as Mr., Ms. or Mrs. introduces him/her self and provides explanation as to the process.
Accurately records all data and maintains necessary records or files relating to clinical care issues.
Accurately and efficiently collects co-pay following all policies and procedures set in place
Assists patients in a manner that promotes the perception that the staff is courteous, efficient and interested in their healthcare. Treats all patients with dignity and professionalism.
Acquires all materials necessary for the patient visit including medial records and x-rays.
Answers telephone calls professionally and courteously within five rings introducing the practice as requested by the division manager.
Whether on the phone or in person treats all patients and internal customers with dignity and professionalism.
Accurately completes and processes necessary test requisitions for patient care.
Accurately and efficiently obtains prior authorizations.
Fulfilling Responsibilities to Physicians
Maintains a professional relationship with all physicians
Informs physicians of patient volume and wait time during sessions
Communicates with patients regarding delays in schedule.
Answers telephone calls correctly processing all patient information for messages, appointments, or patient registration.
Obtains or reviews all patient demographics, insurance and referral information as necessary.
Responsible for cash collection following guidelines as provided by the Co-Pay Cash Collection procedure.
Completes physician's orders/requests accurately.
Maintain and adjusts physicians schedules as requested.
Interacting with Fellow Employees
Works to establish and maintain good working relationships with fellow employees.
Treats all co-workers and internal customers with dignity and professionalism.
Works cooperatively with fellow employees to solve problems and enhance the smooth and efficient flow of the practice.
Provides coverage for responsibilities of co-workers when assigned or as need arises.
Interacting with Supervisory or Administrative Staff
Follows instructions of and assists supervisory staff as required.
Maintains good communication and reports problems to supervisor.
Equipment and Supplies
Maintains all patient care and support equipment assuring that they are clean and in good working order. Reports problems to supervisor or follows protocol for reporting problems.
Maintains inventory of necessary supplies and equipment following procedures set by practice manager.
Ensures that all supplies are adequately stocked.
Maintains a neat organized work environment.
Other
Performs all other duties or tasks as assigned or requested by the supervisor to ensure the efficient overall performance of the facility.
Qualifications
DEPARTMENT SPECIFIC QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)
Level of education required:
Minimum of a high school diploma or GED.
Work experience required:
Minimum of three years medical office or administrative support experience required. Some additional training in office systems or other post high school education preferred. Associate's Degree or higher level education preferred, but not required.
EEO Statement
BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
