This job supports Mercy’s philosophy of patient centered care by providing excellent customer service and enables the facilitation of positive patient outcomes by providing administrative and clerical support to Mercy.
Job Specific Duties/Essential Functions
Answers telephone and disburses callers in a friendly, prompt and professional manner. Conveys messages accurately and appropriately.
Prepares incoming medical record information for provider visit.
Retrieves and disburses messages from answering service/machine and facsimile machine
Maintains and accurately balances cash drawer on a daily basis.
Schedules, cancels, reschedules and confirms patient office visits in an accurate manner and according to office scheduling procedures.
Provides patient education as needed for the scheduled test/procedures.
Handles routine billing questions as they arise and forwards more complex questions to the Mercy billing office as appropriate.
Responds to medical record requests in a timely manner.
Demonstrates a general understanding of the different insurance carriers (including Title 19 and Medicare) and their eligibility requirements.
Utilizes and has full knowledge scheduling software and the fundamentals of the clinical software.
Cross covers for other clerical staff as needs arise.
Maintains work area in a clean, neat and orderly manner.
Position Specific Job Duties/Essential Functions
Retrieves and enters all prescription requests into EPIC, calls pharmacies as needed and when applicable, notifies client/patient when prescription is ready for pick-up (MFC/OP).
Conducts UA's as directed by clinical staff (Sedlacek).
Understands all department workques and assists support team by completing tasks as assigned.
Completes ordering procedures for office supplies.
Assists support team members with scanning required documents into Epic.
Returns phone messages from providers to patients/clients promptly and following provider guidelines in Epic.
Cross trains on all task areas including prior authorizations, no show letters, claim edit and referral workque, etc.
Enters all demographic, insurance and appointment information into Epic when scheduling and/or checking clients/patients in for appointments.
Demonstrates an understanding of EAP contracts and eligibility verification requirements.
Utilizes Epic scheduling and in-basket functions per clinic policies.
Knowledge, Skills and Abilities
Excellent communication and customer service skills, computer skills, organization, time management, attention to detail and the ability to remain poised and efficient in a fast-paced environment.
Professional Experience– Required vs. Preferred
One year of relevant customer service experience, previous experience in a medical office setting preferred.
Education-Required vs. Preferred
High school diploma or equivalent, or relevant work experience required.
Physical Activity Requirements
Constant = 67-100% of workday
Frequent = 34-66% of workday
Occasional = 33% or less of workday
Physical Demand Requirements
Light: Exert up to 20 lbs. of force occasionally and/or up to 10 lbs. of force frequently