JOB SUMMARY: Performs a variety of clerical and/or receptionist duties relating to patient registration and insurance verification for the Medical Clinic. Responsible for appointment scheduling and verification, answering phones and taking messages, data entry, completion/verification of patient registration, verification of insurance, collection of payments, and credit card processing. Performs other duties as assigned.
PERFORMANCE DIMENSIONS AND TASKS
Essential Function
A. Front Desk
1. Interviews patients or his/her representative and obtains complete, accurate, personal, demographic and financial information necessary for admission.
a. Data areas on admit forms are complete and accurate; spelling is correct.
b. Always courteous to clients, in accordance with MMHS guest relations program; helpful in explaining procedures and administrative policies.
c. Always checks patient information and updates as needed for each visit.
d. Work towards making patients feel valued and supported.
e. Always courteous to clients, in accordance with MMHS guest relations program; helpful in explaining procedures and administrative policies.
f. Offers patient resource navigation to better meet their needs.
2. Verifies insurance coverage
a. Always verifies insurance information: private Medicare or Medi-Cal.
b. Prior insurance authorizations are always obtained within specified time frame.
c. Scan into EMR insurance cards consistently; obtain signatures at time of registration.
d. Prepares necessary forms for Medical Records and Patient Accounting departments.
e. Run pre-registration edibility to verify coverage, treatment or visit authorizations, and determine patient cost share.
f. Assist Front Desk Supervisor with correcting registration errors and denials.
3. Appointment Scheduling
a. Interviews patients or his/her representative and obtains complete, accurate, personal, demographic and financial information necessary for scheduling an appointment.
b. Schedule all incoming referrals received via fax or through EMR in a timely manner.
c. Assist with scheduling future appointments for patients as part of check out process.
4. Communication
a. Frequently check front desk/clerical message pool for communications from providers, staff from other departments and patients.
b. Respond to all communications sent to message pool by patients via EMR portal in a timely fashion.
c. Timely and appropriately answers the phone, routes calls and schedule patient appointments.
d. Frequently check and respond to Voicemails
e. Timely return calls and resolve or refer caller to more appropriate source.
f. Make outgoing calls for rescheduling appointments.
g. Assist in Confirmation Calls.
h. Always checks patient information and updates as needed for each visit.
5. No Show Documentation
a. Follow outpatient clinic policy regarding No Show Visits and late appointment arrivals.
b. Make follow up phone calls to no show patients in accordance to No Show Policy expectations.
c. Document in EMR communication with patient regarding no shows and share information with back office staff and providers.
d. When appropriate report chronic no show patients to insurance provider.
6. May attend to administrative needs of patient/family: (explains charges, alternatives for payment of bill).
a. Responds with sensitivity to patients and family in matters related to money and personal areas.
b. Is able to give basic information in response to most questions regarding patient bills/insurance.
c. Consistently able to acquire insurance information and reviews with patient to ensure accuracy.
d. Consistently/accurately files all material during assigned shifts.
e. Communicates to supervisor any customer/patient complaints.
7. Performs cashier function as necessary.
a. Always follows established MMHS policy for handling cash and collecting money.
b. Cash box always balances at end of shift.
c. Accepts credit cards, using appropriate forms; follows up.
8. Operates clinic telephone switchboard.
a. Answers telephone in a courteous manner.
b. Identifies self and uses correct English when communicating.
c. Pages in a clear, well modulated voice to ensure understanding.
d. Demonstrates efficient, proper use of phone and paging system.
e. Does not use switchboard for personal calls.
f. Responsible for all emergency code calls; responds with expediency and efficiency.
9. Performs miscellaneous clerical duties to support billing activities.
a. Typing is current; typing is accurate and completed bills are technically correct.
b. Files materials accurately; all files can be retrieved in 3 minutes.
a. Willing to learn new jobs and assist others.
b. Consistently attends department meetings.
c. Accurately performs verification of INS, including Medi-Cal.
10. Performs other job related duties as assigned.
a. Responds to necessary changes in work schedule; uses work time to department advantage by doing various tasks, such as stocking, ordering supplies or special projects.
b. Performs other duties within capabilities as assigned by supervisor.
B. Medical Records
1. Medical record collection
a. Gather any outside records brought in by patients and ensure they are delivered to Medical Records staff for scanning into EMR.
b. Receive medical record release forms from patients, or their approved representative, ensure information on form is complete and accurate and copy form of identification for verification. Deliver release to Medical Records staff for processing.
2. May assist with department special projects and tasks
a. Research/preparation of billing office information.
b. Willing to assist with department functions; demonstrates initiative and support of co-workers in processing various paperwork certificates, logs and reports.
QUALIFICATIONS
Education:
• High School Diploma or its equivalent
Work Experience:
• Knowledge of office organization and basic clerical skills
• Background and experience with computer terminal
• Basic knowledge of insurance billing – preferred
• Medical terminology - preferred.
Licensing Requirements:
• None
Language Requirements:
• Bilingual (English/Spanish) required
Physical Demands:
• Must be able to sit up to 8 hours and stand/walk up to 4 hours per day.
• Must be able to lift and push/pull up to 35 pounds.
• Must be able to use repetitive hand to finger dexterity motion.
• Must be able to speak and hear.
Special Demands:
• Willing to perform repetitive tasks.
• Ability to work with others and to perform a variety of assigned tasks.
DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job
