Front Office Support

JOB SPECIFIC CORE COMPETENCIES:

• Assist with ensuring excellent patient care by maintaining relationships through positive demeanor.
• Appointment scheduling, patient check in, updating patient information and verification of insurance.
• Interfaced with hospital and other medical office administration to schedule referrals, patient exams and procedures.
• Answering phones, maintaining medical records, and obtaining insurance authorizations.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Registers patients, establishes account numbers and schedules treatments and procedures with consideration for time available, physician preference and time needed for treatment according to Center guidelines.
• If patient requests to be re-scheduled, secure relevant information and consult with Cancer Center Supervisor or their designate.
• Obtains necessary information to verify third party coverage and benefits prior to admission.
• Contacts patient to verify information and benefits.
• Answers incoming calls, pages personnel as needed, checks patient records for required forms, inputs and retrieves information form computer systems.
• Provides customer information to other providers or hospital departments.
• Identifies inadequate or inaccurate physician documentation and forwards for correction.
• Greets patients and visitors in person in a prompt, courteous, and helpful manner.
• Checks in patients, verifies and updates demographic, insurance and other necessary information in the computer records.
• Handles and ensures all patient medical record information is scanned and documented appropriately based on clinic and hospital guidelines.
• Copies, sorts and assembles documents as needed.
• Observes waiting room and patient activity and notifies team of patient flow issues.
• Performs other duties as assigned.

EXPECTED BEHAVIORS:

• Meets productivity levels established by Department. Interacts collaboratively with internal and external customers.
• Displays extraordinary customers service skills.
• Ability to maintain composure under stressful situations.
• Possesses a sense of responsibility, initiative, honesty and confidentiality.
• Maintain satisfactory, regular and predictable attendance by reporting to work as scheduled and keeping unscheduled absences to a minimum.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• High school education, some college preferred or equivalent work experience required.
• Three years successfully performing relevant duties in a physician's office or similar outpatient setting.
• Knowledge of medical terminology used in an outpatient center.
• Proficiency with software and hardware necessary to perform essential functions.
• Mandatory Annual Continuing Education: Customer Service, Fire and Safety, Confidentiality-HIPAA, Infection Control, Corporate Compliance. Annual Unit Specific Competencies, and all education required by regulatory, accreditation bodies and/or Hancock Regional Hospital.

PHYSICAL/MENTAL DEMANDS:

• 3/4 of work day sitting to perform computer-based tasks including document processing, patient scheduling and charges, spreadsheets, Internet duties and other duties
• 7.5-hour work day Monday through Friday
• Hearing requirements include but are not limited to hearing and responding to codes, monitors, pagers, phones, equipment alarms or patients calling for assistance, ability to auscultate B/P.
• Lifting floor to waist 20 lbs. including trash and linen removal; carry up to 125 ft.
• Repetitive movement of upper extremities up to 45 minutes continuously (example: slice meat with electric slicer at waist level)
• Sit to and from, stand at office chair
• Vision requirements include but are not limited to close vision, distant vision, peripheral vision, and ability to adjust focus. This may include ability to read thermometers, electronic scales, etc.

EQUIPMENT USED: Computer working knowledge of Meditech system.

ENVIRONMENTAL CONDITIONS: Ability to maintain composure in stressful situations.