Medical Office Lead

4 days ago

Woodinville, Washington, United States EvergreenHealth Full time
Job Summary

We are seeking a highly skilled and experienced Medical Office Lead to join our team at EvergreenHealth. As a key member of our clinical operations team, you will be responsible for providing support to staff, assuming additional responsibilities as needed, and ensuring the smooth operation of our medical office.

Key Responsibilities
  • Provide support to staff and assume additional responsibilities as needed to ensure the efficient operation of the medical office.
  • Orient and train new employees on equipment and standard work processes, ensuring that training materials are up-to-date.
  • Explain tasks to staff, instruct or guide employees on work processes, and ensure that staff is performing tasks according to current standards.
  • Coach front desk staff and facilitate problem-solving as needed.
  • Inspect work for completion and accuracy, reporting results to the supervisor/manager.
  • Communicate regularly with the clinic manager to update on project status or other issues.
  • Responsible for creating and updating the PSR staff schedule and requesting float staff coverage as needed.
  • Report variance from performance and behavioral standards to the supervisor/manager.
  • Order clerical supplies within budgetary guidelines.
  • Complete charge reconciliation.
  • Attend monthly Lead meetings and communicate/trains PSRs on new processes and updates.
  • Participate in Process Improvement team and activities.
  • Create/build Cerner templates according to department guidelines.
  • Process L&I claims and ensure paperwork is properly completed, including faxing documents to the appropriate person(s), scanning/importing paperwork to the chart, and ensuring claims are billed.
  • Ensure all Home Health orders are completed, sent, and billed in a timely manner per policy.
  • Coordinate all aspects of patient scheduling, including creating initial and follow-up in-person or virtual visit appointments, rescheduling, canceling, and managing self-scheduled appointments to meet patient care needs and optimize provider schedules.
  • Manage the multi-line telephone system, following guidelines to identify and direct patients calling with emergent/urgent symptoms to the appropriate clinical staff for screening.
  • Set up and verify active and contracted insurance coverage in multiple systems and/or educate patients on co-insurance/co-pay, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
  • Enroll patients on the patient portal and explain its attributes, benefits, and recommended use.
  • Request, confirm, and validate interpreter services.
  • Greet patients and complete the check-in process, directing and assisting patients with the completion of appropriate paperwork.
  • Monitor various group message pools and respond to patient requests, questions, and concerns within established organizational timelines.
  • Take complete and accurate messages and coordinate communication between the appropriate interdisciplinary staff.
  • Manage appointment queues, including future appointment orders, cancellation lists, and wait lists.
  • Prepare documents and send various patient outreach communications.
  • Initiate outside medical record requests by requesting materials from admissions and emergency departments, physicians, and other authorized hospital staff to support provider visits and closure of care gaps for Health Maintenance.
  • Manage incoming referrals through clinic documentation and established tracking protocol, facilitating communication between the clinic, patient, and insurance company as required.
  • Identify and collect copayments in adherence with organizational goals.
  • Cultivate the EvergreenHealth culture of community by supporting new staff training.
  • Monitor and maintain tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
  • Order and restock patient forms and non-medical supplies.
  • File, fax, scan, photocopy, and distribute mail.
  • Perform open and close duties, which vary from clinic to clinic.
  • Perform other duties as assigned.
Requirements
  • High School diploma or equivalent.
  • 2 years of experience in a medical receptionist or customer service role.
  • Previous lead or leadership experience.
  • Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions.
  • Ability to problem-solve, stay calm under pressure, and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients.
  • Strong written communication skills, including the ability to spell accurately and write legibly.
  • Ability to work independently, show initiative, and work productively within a team environment.
  • Actively listen to and validate patient conversations, employing de-escalating techniques as appropriate.
  • Ability to prioritize multiple tasks and access, analyze, and apply concepts associated with protocols, policy, and guidelines.
  • Keyboarding skills and working knowledge of Windows-based software systems.
  • Knowledge of basic medical terminology/common medications.
  • Solid knowledge of HIPAA and other health industry compliance standards.
  • Float Pool Assignment: If this is a designated float pool position, will work in various clinics as needed; traveling is required. Must have a current Washington State Driver's License and proof of insurability.
Desired Qualifications
  • Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) Payer/Insurance Portals.
  • Electronic Medical Record (EMR) experience, preferably Epic.

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