Ambulatory Office Assistant I

3 weeks ago

Norwich, United States Bassett Medical Center Full time

Overview:
Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible. Recently named a Forbes America's Best-In-State Employer 2022

**Responsibilities**:
The **Ambulatory Office Assistant I** serves as the first point of contact for patients within the Bassett Healthcare Network. This is a key role in the patient centered care team. Demonstrates excellence in all patient and customer encounters including face-to-face and telephone interactions. Assures that a high quality patient experience takes place by providing administrative and/or clinical support to ambulatory patient care teams through excellent customer service, attention to detail, and interpersonal skills. Responsible for providing clear, accurate, timely communication to nurses and providers regarding patients. Responsible for accurate, appropriate scheduling of patients for optimum care and provider efficiency. Responsible for collecting demographic and financial information during the scheduling and/or registration processes to ensure full and timely revenue capture. May have direct revenue responsibility through payment collection, cash handling, processing of insurance eligibility and managed care information. May also have direct patient care responsibilities.
- Receives and greets every patient in a courteous and friendly manner using a welcoming positive tone, words and actions.
- Ensures new patients are provided with Welcome to Bassett Network information.
- Raises up emergent situations or expressed patient problems directly to Supervisor or Supervising Nurse for assistance.
- Answers phones within 3 rings using a 3-part greeting (Name of Dept, your name, “How may I help you?”).
- Ends calls by asking patient if there is anything else we can do for them today as observed by Supervisor and as noted in compliance reports.
- Takes clear, complete and accurate phone messages, (and follows up on these messages to make sure the patients needs are met) or prescription requests using the electronic medical record messaging system.
- Offers patients the opportunity to sign up for MyBassett.
- Pro-actively keeps patients informed of any delays in their providers schedules that may impact their time to be seen.
- Ensures patient preferences for communication are up to date. This will ensure appointment reminders are sent via mail, phone, or MyBassett to meet patient satisfactions.
- Obtains all information necessary to complete the outpatient registration process assuring demographic and insurance information is correct and is entered or scanned into the system accurately as monitored by system audit
- Accurate confirmation of attending PCP and Billing PCP, when appropriate.
- Assures correct data capture and data entry (such as MSPQ) necessary for regulatory agencies and compliance requirements is accurate and complete as monitored by systems audits.
- Maintains required level of knowledge and proficiency in all core functions (demographic and financial screening, insurance eligibility and verification, regulatory and compliance monitoring) of front desk services as measured by system audits.
- Supports the collection of Advanced Beneficiary Notice signatures and form processing to meet Medicare regulations.
- Ensures all corrections (demographics, insurance eligibility etc. based on the missing items work-queue) are made in the appropriate Bassett system within 24 hours of system notifications, in accordance with standard operating procedure.
- Answers questions from patients regarding the organization and/or services, and provides directions to the appropriate clinical location as necessary.
- Listens to patient’s request for an appointment, then schedules an outpatient appointment to meet the patient’s needs while following department scheduling guidelines as reported by providers and observed by supervisor. Offers alternate providers or locations when appropriate to meet the patient’s needs. Raises up patient’s needs that they cannot meet to the Supervisor or Supervising Nurse.
- Reminds patients that the collection of their co-pay will be expected at the time of the visit.
- When scheduling, utilizes all available functions such as Auto Search, Combine Departments, Schedule Scanner, etc. to ensure that the best possible appointment selection is made for business operations and patient satisfaction.
- Performs edits of daily appointment schedules at the request of their Supervisor. Follows policy and procedure for rescheduling appointments and contacting patient directly to reschedule appointment, in accordance with BMG directive as observed by Supervisor. Directs any requests from providers or other staff to adjust appointment schedules to Supervisor for review and app

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