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Position Summary

With a customer service orientation, accurately performs assigned portions of telephone answering, appointment scheduling, Check-In, Rooming, and Check-Out

Key Responsibilities

• Telephone Answering & Appointment Scheduling
• Answers the telephone pleasantly, ideally by the third ring; schedules appointments, routes call or takes message
• Receives fax referrals from physician and other sources. Contacts patients to schedule appointments. Explains to patient which pieces of information they are to bring, provides a range of potential charges for the visit and the patient’s financial obligation, provides patients several scheduling options, follows scheduling guidelines
• Verifies patient’s insurance eligibility using batch eligibility and online tools
• Obtains payor-required authorizations for office visits, including those for Worker’s Compensation patients.
• Makes reminder phone calls or uses automated systems 48 hours before designated patient appointments
• Check In & Registration
• "Opens" the office each day, according to protocol
• Runs the daily schedules one day ahead—makes a copy for each physician, the MAs, and the front desk
• Prints face sheet for all new patients scheduled, as per Provider’s preference
• Prints notes and test results for the visit for every Provider
• Greets patients as they arrive for scheduled appointments
• Provides new patients appropriate paperwork for required signatures
• Presents patients with iPad to complete and verify the patient’s information
• Confirms demographic and insurance information for new and established patients, according to protocol; scans each patient's insurance card and photo ID, front and back
• Confirms that electronic insurance eligibility was completed, or repeats prior to visit
• Explains financial and collection policies to new patients—provides written guidelines to each patient
• Ensures all patient paperwork is complete before patient is seen—flags the chart for the clinical staff
• Informs patients in the reception area when the physicians are running behind—offers to reschedule them
• Collects copayments from patients at the time of their visit—goal is to collect at least 90% of all collectable charges daily— posts payments into the computer and provides patient with a computerized receipt
• Screens visitors and responds to routine requests for information
• Keeps the patient reception area neat and clean at all times throughout the day
• Assists in rooming patients, as necessary

Check Out

• Requests payment in addition to the day’s services from patients with outstanding account balances—posts payments into the computer and provides patients with a computerized receipt
• Ensures physicians complete encounter forms
• Posts daily charges and payments from each encounter form into the computer system
• Schedules follow-up appointments for patients before they leave the office
• Facilitates requests for referrals; schedules tests and specialist appointments as needed; pre-certifies tests as required by insurance company
• Balances daily over-the-counter transactions and reconciles encounter forms; prepares deposit slip and delivers Batch Summary packet to the Billing Coordinator
• Ensures WC Quick Note and Work Status is completed, faxed and given to WC Liaison
• “Closes” the office each day, according to protocol

• Other Shared Duties
• Ensures all faxes are cleared out of Provider Flow and distributed throughout the day
• Sorts incoming reports and directs to appropriate person
• Maintain and respect the confidentiality of patient information in accordance with company policy & procedure, and
• HIPAA & compliance guidelines
• Attends all regular staff meetings and continuing education sessions as required
• Regular attendance is required
• Presents professional image in manner, appearance, motivation and work habits
• Performs other duties as assigned

Critical Skills & Attributes - Academic/Technical Qualifications

• HS diploma or GED required

Industry Experience

• Minimum of 2 years’ experience in a medical office
• Knowledge of HIPPA & OSHA guidelines
• Working knowledge of medical practice management systems and electronic medical records
• Basic knowledge of computers and medical terminology is mandatory

Communication Skills

• Excellent verbal, written, and interpersonal skills
• Bilingual Spanish is a plus
• Ability to work well with physicians, supervisors, peers, patients, and others
• A committed and result-driven attitude to work as a high ethical and professional standard.
• Unquestionable commitment to confidentiality, quality customer service and professionalism.