Medical Office Professional Lead

5 days ago

Woodinville, Washington, United States EvergreenHealth Full time
Job Summary

Serve as a dependable and personable medical office professional who assists the Clinic Manager in providing support to staff and assumes additional responsibilities when necessary. This role assists to provide structure to the Patient Services Representative (PSR) team and is directly accountable for monitoring and reviewing work assignments of other employees, checking work for accuracy, assisting in making daily work assignments, assisting with developing work schedules, or giving advice and work instructions to other employees.

Key Responsibilities
  • Provide support to staff and/or assume additional responsibility when necessary.
  • Orient and train new employees through demonstration of equipment and current/standard work processes.
  • Explain tasks to staff, instruct or guide employees on work processes and ensure staff is performing tasks according to current standard.
  • Provide coaching to front desk and facilitate problem solving (when appropriate).
  • Inspect work for completion and accuracy. Report results to supervisor/manager.
  • Communicate regularly with the clinic manager to update on status of projects or other issues.
  • Responsible for monthly PSR staff schedule and requesting Float staff coverage as need for PTO, etc. Create and update schedules as necessary.
  • Report variance from performance and behavioral standards to supervisor/manager.
  • Order clerical supplies, such as office supplies and clinic brochures, within budgetary guidelines.
  • Complete charge reconciliation.
  • Attend monthly Lead meetings and communicate and/or train PSRs on new processes and updates.
  • Participate in Process Improvement team and activities.
  • Create/Build Cerner templates according to department guidelines.
  • In Primary Care- Process L&I claims and ensure paperwork is properly completed, to include faxing documents to appropriate person(s), scanning/importing paperwork to chart, and ensuring claims are billed.
  • In Primary Care- Ensure all Home Health orders are completed, sent and billed in a timely manner per policy.
  • Coordinate all aspects of patient scheduling to include creating initial and follow up in-person or virtual visit appointments; rescheduling, cancelling and managing self-scheduled appointments in a fashion that meets patient care needs and optimizes provider schedules.
  • Manage multi-line telephone system (incoming and outgoing). Follow guidelines to identify and direct patients calling with emergent/urgent symptoms to 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 patient on patient portal and explain its attributes, benefits and recommended use.
  • Request, confirm and validate interpreter services.
  • Greet patients and complete check-in process. Direct and assist patients with 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 appropriate interdisciplinary staff. Coordinate emergent or add-on patient care requests with clinical team and provider.
  • Manage appointment queues (Ex. future appointment orders; cancellation list; wait list).
  • 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. Prepare and scan documents for Health Information Management department processing.
  • Manage incoming referrals through clinic documentation and established tracking protocol. Facilitate communication between the clinic, patient and insurance company, as required.
  • Identify and collect copayments in adherence with organizational goals.
  • Cultivate 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 (Ex. service recovery)
  • Strong written communication skills, including 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. Employ de-escalating techniques as appropriate
  • Ability to prioritize multiple tasks and ability to 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 Drivers 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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