- High School Diploma or GED
- Medical Office Experience
- Intake Experience
- Customer Service
- Computer Skills
MedStar Ambulatory Services is committed to providing world-class, compassionate care to every patient,every time, at every touch point. All associates are accountable for their role in meeting patient experiencestandards.
Serves as the initial contact person at the medical practice. Ability to support and monitor needs of multiplephysician practices at the same time. Greets patients in a service oriented, courteous, professional manner.Answers phones in call center, makes appointments, updates demographic and insurance information, andprovides patients with follow up appointments and requisitions for tests. Monitors the reception area forpatients comfort and potential emergencies, registers and submits charges for patients. Assists incoordinating patient care from an administrative perspective.
High school graduation or equivalent; some additional technical or collegiate educationpreferred. Completion of a medical terminology course preferred.
1 year experience working in an ambulatory care medical office, preferably in a paperlessenvironment.
Knowledge, Skills & Abilities
Ability to type 40 words per minute; basic computer skills; excellent verbal/written communicationand customer service skills. Ability to function in a variable multi-specialty clinic setting. Flexible workschedule; ability to maintain a work pace appropriate to the workload; ability to establish and maintaineffective working relationships across the health system; ability to multitask and work with several physiciansin a variety of specialties.
Primary Duties and Responsibilities
Assists in maintaining supply inventory.
Closely monitors patients flow, wait times and patient comfort levels in the reception area. Collaborates with back office staff/triage in support of optimum patient flow.
Communicates availability of specialty services on site to patients; supports marketing initiatives and may serve as an extension of the marketing team.
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.
Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy and adheres to MedStar Ambulatory Code of Conduct and Compliance plan.
Exceeds patient expectation by greeting them, coming around the reception desk to assist and communicating frequently wait time.
Manages the financial aspects of the front office, including credit card transactions, receipts, cash and checks; logs and reconciles all patient monies in accordance with policy.
Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance and explains patient responsibility to patients; collects copayment prior to care.
Manages the patient discharge process which may include issuing discharge paperwork, prescriptions. Collecting patient monies; inputs charges into the system.
Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings including: regular staff meetings, all staff meetings, training classes for safety, infection control. SHA, CPR, TJC, safety, billing and others as required; Serves on committees and represents the department and facility in community outreach efforts as appropriate.
Performs other duties as assigned.
Prepares, updates, and copies forms, reports, and records on a routine basis; scans, imports, and indexes regularly to keep information flowing into patient charts.
Provides outreach for missed appointments; monitors and tracks no shows and enters data into system.
Schedules appointments including follow up and referral appointments. Completes requisitions for tests.
Serves as a back up and assists Referral Coordinator with coordinating and maintaining referrals, referral log and tracking system.
Sorts and distributes clinic mail and correspondence.
Supports organization initiatives related to new technology, clinical programs and improving the patient experience; seeks opportunities for improvement in al clinic administrative processes and services.
Supports other members of the clinic team when patient bottlenecks occur assuring optimal patient flow; manages variable and unpredictable patient volume throughout the work day.
Takes personal responsibility for the neat appearance of the front office, patient restrooms and the reception area, assuring each area represents MedStar Ambulatory Services (MAS) in a positive manner.
Takes phone calls in the call center in accordance with the policy and service expectations for those customers on the phone as well as those in the clinic; provides telephone triage; disseminates messages appropriately utilizing available technology as appropriate; prioritizes calls appropriately and timely.