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Medical Office Specialist

2 months ago

Nashville, Tennessee, United States Vanderbilt University Medical Center Full time

About Vanderbilt University Medical Center:

Situated in Nashville, Tennessee, VUMC stands at the forefront of education, innovation, and patient care, bringing together a diverse workforce dedicated to making a meaningful impact in the world.

This environment fosters the growth of your skills, values your expertise, and challenges your capabilities. Vanderbilt Health believes that diversity is crucial for achieving excellence and driving innovation.

We are devoted to cultivating an inclusive atmosphere where every individual has the opportunity to flourish, and where diverse perspectives in culture, thought, learning, and leadership are welcomed and celebrated.

At Vanderbilt, employees take pride in their contributions, knowing they are part of a larger mission, and are encouraged to continually strive for improvement.

Vanderbilt's vision is to enhance health and wellness through outstanding programs in patient care, education, and research.

Department:
VIS Patient Services - Midtown

Position Overview:


We are seeking an individual to work weekends for 12 hours each day and an additional 8 hours during the week, totaling 32 hours.

The Patient Services Specialist (PSS) is responsible for delivering exceptional customer service, which includes effective telephone communication, managing cash transactions, scheduling appointments, processing insurance updates, and facilitating patient check-in and check-out.

The PSS plays a critical role in ensuring a seamless patient experience. As the initial point of contact for patients, it is essential to exhibit courtesy, patience, and professionalism.

The PSS must maintain composure and politeness in all interactions with patients and work collaboratively as part of a team, demonstrating the ability to manage multiple tasks efficiently.


Key Responsibilities:
1. Welcome patients and visitors upon arrival. Regularly monitor the reception area to ensure all patients are checked in. If uncertain, confirm the patient's status. Proactively inform patients of any wait times or delays during check-in. Provide updates regarding revised wait times.
2. Maintain a tidy workspace and uphold a professional appearance.

3. Answer calls with the standard greeting: Clinic name or identifier; Your name; ensure calls are answered within three rings.

4. Place callers on hold with their permission and for appropriate durations. Provide complete transfer assistance for incoming calls as necessary. Exhibit excellent phone service etiquette.
5. Listen attentively to patients and direct calls to the appropriate personnel.
6. Schedule patient appointments with healthcare providers.
7. Follow established protocols to forward calls to the answering service at the end of each day.
8. Accurately document messages with relevant details.
9. Confirm patient appointments.
10. Prepare patient charts for upcoming visits.
11. Demonstrate professional behavior in all settings viewed by patients or visitors.
12. Ensure messages include necessary information: Name; at least two identifiers (MR#, DOB, SS#); reason for call or inquiry; forward messages promptly to the appropriate recipient following clinical protocols.

13. Respond to all messages using correct spelling, grammar, and appropriate commentary for medical documentation.

14. Identify and proactively assist patients or visitors. Provide accurate directional assistance independently or with the help of appropriate resources. Schedule, prepare, and pull patient charts for same-day visits.

15. Organize and prepare patient records daily, ensuring privacy by adhering to sign-in standards; confirm patient identification using two separate identifiers; review notes for referral and registration needs; accurately determine the correct account for the visit.

16. Refer to the Financial Screening Policy regarding payment responsibilities. Collect co-payments and document in the electronic medical record (EMR). Provide receipts. Verify if a referral is required from insurance and ensure it is in place for the visit.

17. Confirm demographic and insurance information through open-ended questions: Name accuracy and spelling, SSN, address, phone numbers, employer, insurance details, and emergency contact information.

18. Update registration if insurance has changed.

19. Scan insurance cards; obtain cards from patients or guarantors and scan if new or not in the chart, categorizing each card as primary, secondary, or tertiary.

20. Ensure the reception area is orderly; maintain accountability for each patient check-in; proactively communicate with patients about delays; manage disruptions in the reception area.

21. File lab slips, X-ray reports, consult letters, and all other correspondence in patient charts; respond accurately to frequently asked questions.

22. Collect encounter forms and verify their accuracy and completeness, including date of service, encounter number, attending physician's name and number, clinic location code, CPT codes and modifiers, and referring provider for new patients when applicable.

23. Collect self-pay balances according to clinic policy; verify whether the patient's account shows a credit balance before collecting co-pays; post professional charges.

24. Collaborate with the Office Manager to reconcile charge batches, balance cash collections daily, reconcile cash discrepancies, prepare deposits, and submit to the central depository or bank daily, as well as reconcile petty cash.

25. Complete medical records processes; prepare outside medical records for access during patient visits, either by creating a visit folder for hard copies or scanning in advance of the visit.

26. Prepare paper patient charts for storage or consolidation with the main medical record.
27. Respond to requests for medical record copies from patients or others.
28. Schedule incoming patient and referring physician appointment requests according to clinic standards.
29. Schedule tests, procedures, and outgoing referral physician appointment requests according to clinic standards.

Minimum Qualifications:


High School Diploma or GED (or equivalent experience) and three years of experience in an office setting, with at least one year in a medical environment.


Licensure, Certification, and/or Registration (LCR):

Physical Requirements/Strengths Needed & Physical Demands:

Medium Work category requiring exertion up to 50 lbs of force occasionally and/or up to 20 lbs of force frequently and/or up to 10 lbs of force continually to move objects.


Movement:


Occasional:
Sitting: Remaining in a seated position.

Occasional:
Standing: Remaining on one's feet without moving.

Occasional:
Walking: Moving about on foot.

Occasional:

Bending/Stooping: Trunk bending downward and forward by bending the spine at the waist, requiring full use of lower extremities and back muscles.



Occasional:

Balancing: Maintaining body equilibrium to prevent falling when walking, standing, crouching, or maneuvering oneself, patients, and equipment simultaneously while working in various spaces.



Occasional:
Climbing: Ascending or descending stairs/ramps using feet and legs and/or hands and arms.

Occasional:
Crawling: Moving about on hands and knees or hands and feet.

Occasional:
Kneeling: Bending legs at knees to come to rest on knee or knees.

Occasional:
Crouching/Squatting: Bending body downward and forward by bending legs and spine.

Reaching above shoulders:
Extending arms in any direction above shoulders.

Occasional:

Reaching above shoulders:
Extending arms in any direction above shoulders.

Occasional:
Reaching below shoulders: Extending arms in any direction below shoulders.

Occasional:
Handling: Seizing, holding, grasping, turning, or otherwise working with hand or hands.

Occasional:
Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.

Occasional:

Bimanual Dexterity:
Requiring the use of both hands.

Sensory:


Occasional:
Communication: Expressing or exchanging written/verbal/electronic information.

Occasional:

Auditory: Perceiving the variances of sounds, tones, and pitches and able to focus on a single source of auditory information.



Occasional:

Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, and color vision.



Occasional:
Smell: Ability to detect and identify odors.

Occasional:
Taste: Ability to detect quality, texture, consistency, and taste of prepared foods/quality control.

Frequent:

Noise: May include exposure to occupational noise levels which equal or exceed an 8-hour time-weighted average of 85 decibels, requiring enrollment in VUMC's Hearing Conservation Program, which includes training, use of hearing protection, and periodic audiometry.


Environmental Conditions:


Occasional:
Pathogens: Risk of exposure to bloodborne pathogens and other contagious illnesses.
Vanderbilt Health values diversity as a cornerstone for excellence and innovation.

We are dedicated to fostering an inclusive environment where everyone has the opportunity to succeed and uphold the principles of equal opportunity and affirmative action.

EOE/AA/Women/Minority/Vets/Disabled

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