Patient Access Appointment Secretary

3 weeks ago

Madison, United States Norton Healthcare Full time

Responsibilities:

The Appointment Secretary monitors the overall functions of the Providers reception desk. Responsible for taking incoming calls and scheduling appointments for patients. Ensures HIPAA standards are adhered to and followed in accordance to the Organizational policies, including the Code of Ethical Behavior. The Appointment Secretary will comply with government and state regulations, which include but not limited to:

  • Billing compliance,

  • Medicare Advanced Beneficiary Notification,

  • Important Message from Medicare letter,

  • MSPQ completion,

  • Payer knowledge.

ACCOUNTABILITIES

Incumbents may be required to perform job related tasks other than those specifically presented in this job description. The following is not an extensive list of responsibilities. This list of essential duties and responsibilities are intended to provide a representative summary of the major duties and responsibilities performed:

  • Capture all critical data elements including but not limited to: Name, Address, Date of Birth, Phone Number, Insurance(s) Information

  • Answer telephone calls promptly and professionally and maintains an acceptable phone abandonment rate.

  • Accurately schedule patients in LSS,

  • Identify true self pay patients and routes patient account information to third party eligibility vendor when appropriate.

  • Effective communication skills, which encompasses written and verbal communications.

  • Effective documentation skills to provide detail to any given situation,

  • Perform other duties as assigned by Director,

  • Demonstrate a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times.

    • Maintain confidentiality and protect sensitive data at all times.

    • Demonstrate exceptional customer service and interact effectively with physicians, patients, residents, visitors, staff and the broader health care community.

    • Appointment Secretaries will be flexible, remain calm under stressful situations, and have the ability to problem solve.

    • Is knowledgeable of organizational and departmental policies and procedures.

    • Develops positive customer relationships by anticipating and providing solutions to the needs of internal and external customer populations and by giving a high priority to customer satisfaction by working with Quality to improve and sustain acceptable HCAPS scores for Patient Access.

Qualifications:

  • High School Diploma or GED required

  • Strong interpersonal and communication skills. Computer experience with PC concentration and the ability to analyze data and generate and interpret reports.

  • Meditech or LSS experience preferred.

  • Must exhibit a high degree of personal initiative, sound judgment, maintenance of confidentiality and discretion, and excellent decision-making skills to achieve organizational objectives.

  • Requires a "team player" with excellent interpersonal skills, both verbal and in writing.

  • Shall be able to articulate the organization's goals and mission.

  • Must be able to interact with a diverse population.

  • Ability to recognize when there is a problem situation and escalate to management.

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