Req#: R33594
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Full-Time
Shift: First
Summary:
In collaboration with the multi-disciplinary care team, performs the administrative tasks necessary to support exceptional patient-centered care; such as reception, registration, demographic and insurance verification, answering telephone calls, and directing to the appropriate individual. Strong customer service skills among patients and multidisciplinary team are essential. As a level one, works under the supervision of the Practice Supervisor or Manager and is focused on learning the procedures and gaining the knowledge necessary to achieve proficiency in the duties assigned.
Job Responsibilities:
- Managing the Patient Experience:
Greets patients promptly in a warm, friendly manner demonstrating appropriate interest or concern. Smile, make eye contact, use welcoming language (hello, welcome, how can I help you today). Maintain patient confidentiality by verifying the reason for visit. Gather and/or verify patient demographics. Confirm that we have referrals or pre-authorizations if necessary. Provide the patient with a provider update (on time or running late, etc.).
Hospitality:
Maintain waiting area, check reading materials, play areas, etc. Direct patient and family members to restrooms and other amenities. Check to see if there is any other way you can assist. Employees at this level are developing their skills and understanding of the needs of the patients and their families or caregivers. - Insurance Verification:
Request proof of insurance; verify using appropriate systems, initiate contact for financial counseling. Assist patients or customers in filling out and completing medical release of information accurately. - Payments:
Request, accept and document co-payments and payments on account balances, and release change. Secure cash drawer according to departmental procedures. Prepare daily deposit. Prepare deposit slips and submit with payments. Reconcile collections and billing information. Provide a receipt. - Communication:
Develop and maintain working relationships with coworkers, providers, other agencies, and ancillaries. Receive and provide information as necessary while complying with policies and regulations (e.g., HIPAA). Address the public in a cheerful, customer service-focused manner. Demonstrate awareness of cultural differences and adjust to accommodate differences. Develop competency in managing difficult conversations. - Check out:
Following departmental protocol, review patient information to ensure the patient has necessary information, schedule follow-up/next visits, and provide referrals. Time stamp patient out in appropriate system(s). Depart summary is offered to every patient. - Telephone:
Answer telephones in a prompt, courteous manner within practice time frames. Route phone calls to the appropriate person and/or create messages in the system. Ask questions when unsure of how to proceed. - Appointments:
Schedule/create new, follow-up, or walk-in appointments according to practice guidelines. Ensure a duplicate medical record number is not created. Make reminder calls to patients. Cancel appointments managing wait lists and no-shows. - Mail Processing/Faxes:
Open, sort, and distribute all incoming mail and faxes daily according to practice guidelines. - Documentation:
Print orders, letters, or one or two pages of medical records (direct or assist in contacting HIM for larger records), obtaining appropriate releases or approvals in compliance with practice policy and regulations (e.g., HIPAA). Prepare documents for scanning. - Schedules:
Work with physician schedules ensuring patients are seen in accordance with practice guidelines. Work with physicians and practice manager or supervisor to schedule or reschedule appointments to meet patient or practice needs. - Leadership:
Take responsibility for learning and following procedures and policies of the practice. - Interpreter Services:
If approved, provide interpreter services for nurses, providers, and social services staff as needed. Accurately interpret questions, information, and instructions for patients and providers, much of which includes medical terminology. Explain cultural differences to patients and providers to promote understanding and facilitate quality patient care. Translate brief provider instructions for patient/family into target language. Spot translate written documents as necessary to or from target language. Complete one evaluation translation annually. - Other Duties-Practice Specific:
Responsibilities may be more specialized than as detailed above in larger practices or may include additional duties in smaller practices (e.g., may prep roster, schedule surgery, etc.).
Required Work Experience:
Experience or education equivalent to that generally received by obtaining HS graduation.
Preferred Work Experience:
6 months.
Skills and Competencies:
- Medical terminology, keyboard, Microsoft Office products, scheduling systems, medical records (electronic and paper), billing, basic math, language, reading and writing, customer service.
- If applicable, validates interpretation and translation and attends Interpreter in-service meetings as required.
Education:
GED or HiSET (Required)
Certifications:
Equal Employment Opportunity Employer
Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
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