Summary

Provides patient service and support in the daily administrative activities of a medical office including patient check in/check out, telephone coverage and other clerical duties.

Essential Duties and Responsibilities

Check in

• Greets patients and welcomes them to the office in a polite and friendly manner.
• Reviews demographic, insurance and provider information with patients at every visit and updates records as necessary.
• Ensures new patients complete all required paperwork and creates a new account in the computer system.
• Obtains a copy of the patients insurance card and driver license.
• Completes population health data elements and processes.
• Updates electronic medical record system (EMR), takes patients photograph, scans and indexes documents.
• Provides patient with SoFHA payment and privacy policies and answers any patient questions.
• Prints encounter form for the patient.
• Refers the patient to the Patient Account Representative when flagged, when the patient has a delinquent balance or upon arrival of patient on initial visit if it is a Workers Compensation or liability case.
• Informs patients about delays and wait times.
• Escalates any unusual patient behavior to supervisor or clinical staff as appropriate.

Check out

• Greets patients and addresses them in a polite and friendly manner.
• Schedules return appointments as designated on patient encounter form.
• Reviews the patient encounter form to ensure it has been accurately completed.
• May verify charges and orders in EMR, distribute clinical summary and change patient status to check out.
• Determines the patients responsibility for the services rendered.
• Collects the appropriate amount noting the payment on the patient encounter form and provides the patient with a receipt.
• Refers patients to the Patient Account Representative if the patient requests payment arrangements or has a question regarding the account balance.
• Balances cash drawer.
• May prepare banking deposits and close out credit card machines for the day.
• May prepare encounter forms and send them to Central Billing Office.

Telephones

• Answers, screens and routes calls to appropriate individuals.
• Records and routes messages appropriately.
• Schedules, coordinates and reschedules patient appointments.
• May call to remind patients of their appointments or print clientele report to verify confirmed appointments, calling those who did not respond.
• Maintains clinic Provider scheduling guidelines as directed by Provider and/or supervisor.
• Responds to emergency calls according to established procedure.
• Answers general insurance and billing questions.

General Office

• Performs other administrative duties such as locking/unlocking doors or front office windows, opening/distributing mail, typing, filing, faxing and collecting documents to be shredded, forwarding phones to the day/evening setting, etc.

Other

• Compiles information and prepares reports.
• Maintains records.
• Participates in educational activities.
• Follows organizational policies and procedures, including State of Franklin Healthcare Associates Compliance Manual, Code of Ethics and Business Standards, HR Policies and Procedures Manual, Team Member Handbook, OSHA Manual and any other policies or procedures for the job function, department, location or clinic.
• Performs other duties as assigned.

Supervises

None.

Education

High school diploma or equivalent and knowledge of grammar, punctuation and sentence structure are required.

Experience

Previous experience in a medical office or customer service position is desirable. Basic knowledge of insurance and billing procedures, including ICD-10, CPT and HCPCS coding is desired as applicable.

Certificates, Licenses, Registrations

Not required.

Competencies

Teamwork: Maintains a positive working relationship with team members; acknowledges strengths and contributions of others; supports team goals and objectives.

Compassion: Professional and respectful to patients, co-workers and others; remains calm when faced with challenging or difficult situations; manages and resolves conflict in a constructive manner.

Extra Effort: Makes the best use of time during work hours; looks for opportunities to help others when assigned work is complete; goes above and beyond to ensure priorities are achieved.

Excellence:

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  Quality/Continuous Improvement: Ensures accuracy and completeness of work performed; contributes ideas and methods for improvement; receptive to suggestions and new ideas; accepts constructive feedback and demonstrates improvement.

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  Job Knowledge/Technical Skill: Proficient in required skills for duties assigned; able to navigate and resolve unexpected situations.

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  Productivity/Dependability: Responsive to direction and instructions; demonstrates ability to set priorities; completes appropriate quantity of work within assigned time limits; follows through on assignments and notifies supervisor if unable to complete; exhibits good attendance record (excluding approved leave); gives appropriate notification of absence and schedules time off appropriately.

Working Conditions

Work is performed in a medical office environment involving contact with patients, physicians, staff, insurance carriers and other business partners. Occasional local travel between work sites and additional hours may be necessary.

Physical Requirements