Ambulatory Care, Basic Life Support (BLS), CPR Certification, Calendar Management, Co-Payments, Communication Skills, Customer Support/Service, Data Entry, Demographics, Establish Priorities, GE Centricity, Healthcare, Healthcare Providers, High Reliability, Hospital, IDX, Insurance, Interpersonal Skills, Medical Billing, Medical Records, Medical Terminology, Medical Treatment, Organizational Skills, Patient Admissions, Patient Assessment, Patient Care, Patient Follow-up, Patient Registration, Payment Processing, Presentation/Verbal Skills, Process Improvement, Quality Metrics, Safety Standards, Set Goals, Telephone Skills, Time Management, Urgent Care, Writing Skills
About the Job
Serves as the initial contact person at the medical practice or hospital department and greets patients in a courteous and professional manner. Coordinates efficient patient flow through the practice or hospital department assigned. Makes appointments, registers patients, collects co-payments, Time-of-Service (TOS) payment processing, updates demographic and insurance information, and provides patients with follow-up appointments and requisitions for tests.
Primary Duties and Responsibilities
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
- Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance, and explains patient responsibility regarding payment for services and co-pays.
- Collects copayment prior to care, posts time of service (TOS) payments, collects and reviews of all encounter forms, and prepares charge batches as assigned.
- Ensures appropriate and timely status assignment of all appointments.
- Schedules appointments, including follow-up and referral appointments.
- Completes requisitions for tests as applicable.
- Answers the telephone in accordance with the policy and service expectations, provides telephone triage, disseminates messages appropriately utilizing available technology, and prioritizes calls appropriately and timely.
Additional Responsibilities
Prepares updates and copies forms, reports, and records on a routine basis; scans, imports, and indexes regularly to keep information flowing into patients medical records.
- Contacts patients regarding missed appointments; monitors and tracks no shows and enters data into the system.
- Performs check-out procedures by inputting patient charges and verifying patient demographic and insurance information, ensuring charges are entered in a timely manner in accordance with departmental procedures.
Supporting the Organization
Supports organization initiatives related to new technology, clinical programs, and improving the patient experience. Seeks opportunities for improvement in all administrative processes and services.
- Ensures optimal patient flow by managing variable and sometimes unpredictable patient volume throughout the day and by providing backup to other members of the team.
- Interacts effectively with colleagues, medical providers, and others to communicate essential information and to ensure a high level of patient experience.
Work Environment and Culture
Takes personal responsibility for the neat appearance of the work location, including the front office reception area, break room, and other assigned areas, assuring each area represents MedStar Health in a positive manner.
- Participates in meetings and on committees as needed or assigned.
- Adheres to Medstars high reliability organization (HRO) principles and embodies Just Culture standards.
- Participates in multi-disciplinary quality and service improvement teams.
Minimal Qualifications
- Education: High School Diploma or GED required. One year of relevant education may be substituted for one year of required work experience.
- Experience: Less than 1 year 6 months - 1 year experience providing high-quality customer service required, preferably in a healthcare setting. Preference given to candidates whose experience includes the use of computerized schedules, registration systems, and electronic records required.
- Working knowledge of IDX/GE Centricity business preferred.
Licenses and Certifications
- CPR - Cardiac Pulmonary Resuscitation
- MedStar Ambulatory and Urgent Care locations: (includes BLS and NRP) for healthcare providers from either the American Heart Association (AHA) or American Red Cross within 90 Days required.
- Additional unit/specialty certifications may vary by department or business unit.
Knowledge, Skills, and Abilities
- Excellent interpersonal communication and customer service skills and good telephone etiquette.
- Requires knowledge of medical terminology and effective oral and written communication skills.
- Must possess the ability to perform in a high-pressure environment to organize and prioritize work, deal effectively and professionally with a variety of different individuals, and support and monitor the needs of multiple medical providers.
Hiring Range
This position has a hiring range of USD $18.33 - USD $31.61 /Hr.
M
MedStar Health Research Institute