Ambulatory Office Assistant III - Bassett Medical Center : Job Details

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The Ambulatory Office Assistant III serves as the first point of contact for patients within the Bassett Healthcare Network. This is a key role in the patient centered care team. Demonstrates excellence in all patient and customer encounters including face-to-face and telephone interactions. Assures that a high quality patient experience takes place by providing administrative and/or clinical support to ambulatory patient care teams through excellent customer service, attention to detail, and interpersonal skills. Responsible for providing clear, accurate, timely communication to nurses and providers regarding patients. Responsible for accurate, appropriate scheduling of patients for optimum care and provider efficiency. Responsible for collecting demographic and financial information during the scheduling and/or registration processes to ensure full and timely revenue capture. May have direct revenue responsibility through payment collection, cash handling, processing of insurance eligibility and managed care information. May also have direct patient care responsibilities.

• Receives and greets every patient in a courteous and friendly manner using a welcoming positive tone, words and actions. Will meet patient needs as observed by Supervisor and as reported on patient satisfaction surveys.
• Ensures new patients are provided with a Welcome to Bassett Network Packet which includes Advance Directive information. Health Information Privacy documents, plus Health Center and Bassett Network brochures. Also established patients over the age of 18 who do not have documentation of receiving Advanced Directives are provided this information as reviewed through random audits of system documentation.
• Raises up emergent situations or expressed patient problems directly to Supervisor or Supervising Nurse for assistance as observed by Supervisor and Supervising Nurse
• Answers phones within 3 rings using a 3 part greeting (Name of Dept, your name, How may I help you?) as observed by Supervisor and as noted in compliance reports.
• Ends calls by asking patient if there is anything else we can do for them today as observed by Supervisor and as noted in compliance reports.
• Takes clear, complete and accurate phone messages,(and follows up on these messages to make sure the patients' needs are met) or prescription requests using the electronic medical record messaging system as observed by Supervisor and reported by providers and nurses.
• Available for incoming calls, maintains operator statistics at or above institution standards.
• Offers patients the opportunity to sign up for MyBassett on the phone.
• Pro-actively keeps patients informed of any delays in their providers schedules that may impact their time to be seen.
• Ensures patient preferences for communication are up to date. This will ensure appointment reminders are sent via mail, phone, or MyBassett to meet patient satisfactions.
• Takes a lead in service recovery, and acts as a service liaison in the moment.
• Acts as a trainer for incoming new staff in all reception and call handling functions, and or provides orientation as requested by supervisors for new employees.
• May assign daily agent assignments for telephone queues in either Amtelco or Cisco, as appropriate.
• Obtains all information necessary to complete the outpatient registration process assuring demographic and insurance information is correct and is entered or scanned into the system accurately as monitored by system audit
• Accurate confirmation of attending PCP and Billing PCP, when appropriate.
• Assures correct data capture and data entry (such as MSPQ) necessary for regulatory agencies and compliance requirements is accurate and complete as monitored by systems audits.
• Maintains required level of knowledge and proficiency in all core functions (demographic and financial screening, insurance eligibility and verification, regulatory and compliance monitoring) of front desk services as measured by system audits.
• Supports the collection of Advanced Beneficiary Notice signatures and form processing to meet Medicare regulations.
• Ensures all corrections (demographics, insurance eligibility etc. based on the missing items work-queue) are made in the appropriate Bassett system within 24 hours of system notifications, in accordance with standard operating procedure.
• Answers questions from patients regarding the organization and/or services, and provides directions to the appropriate clinical location as necessary.
• Offers patients the opportunity to sign up for MyBassett in person.
• Listens to patients request for an appointment, then schedules an outpatient appointment to meet the patients needs while following department scheduling guidelines as reported by providers and observed by supervisor. Offers alternate providers or locations when appropriate to meet the patients needs. Raises up patients needs that they cannot meet to the Supervisor or Supervising Nurse.
• Accurately fills out the Interactive Face Sheet, and confirms the demographic and insurance information of the patient, and updates as necessary.
• Reminds patients that the collection of their co-pay will be expected at the time of the visit.
• When scheduling, utilizes all available functions such as Auto Search, Combine Departments, Schedule Scanner, etc. to ensure that the best possible appointment selection is made for business operations and patient satisfaction
• Performs edits of daily appointment schedules at the request of their Supervisor. Follows policy and procedure for rescheduling appointments and contacting patient directly to reschedule appointment, in accordance with BMG directive as observed by Supervisor. Directs any requests from providers or other staff to adjust appointment schedules to Supervisor for review and approval before acting, as noted by Supervisor.
• Reviews the electronic Confirm List daily, to confirm appointments with patients 24-72 hours in advance of appointment as noted by patients and observed by Supervisor
• Reviews automated reminder list (Televox, Phytel, or similar lists) as necessary in a timely manner as observed by supervisor and compliance reports.
• Processes electronic or written requests for urgent referrals same day. Processes electronic or written routine referral requests within 24-72 hours.
• In regards to referrals, ensures complete and accurate information is recorded in accordance with standard operating procedure to support reimbursement and regulatory compliance and patient care. When Appropriate prior authorizations are obtained and documented appropriately within the referral.
• Work the Incoming and Outgoing queues in your area according to departmental standards.
• Follow up with referred to providers to ensure that patients kept their appointments and all results have been received in the referred by providers office.
• Displays ownership of the entire patient experience, including but not limited to, scheduling, registration, being aware of the patients lobby experience, and completion of all referral duties.
• Acts as a subject matter expert in scheduling functions and departmental protocols
• Acts as a subject matter expert in registration functions. Attends Patient Access Review Sessions (PARS) and brings back learning to the team, and is a go to person for coworkers.
• Obtains prior approval or prior authorization as needed. Communicates referral appointment and appointment instructions to patient
• Performs referral coordination including completing Open Referrals and/or referral tracking queue.
• Alerts Manager or Supervisor of referrals that are unable to be completed due to missing information that could lead to compliance or safety issues.
• Acts as a subject matter expert in electronic referral queue processes.
• Acts as a trainer for incoming new staff in all registration, scheduling and referral functions, and or provides orientation as requested by supervisors for new employees.
• Has Template Builder security, and is trained to create or update provider templates as appropriate per departmental needs.
• Under direction of supervisor, runs daily operational reports, and processes those reports, encouraging teamwork for completion as monitored by leadership.
• Assist with monitoring referral Work queues, assigning daily queue work to staff members.
• Alerts supervisor when referral Queue thresholds have been exceeded. Tracks trends for performance improvement initiatives.
• Performs chart review in preparation for providers clinic. Makes best effort to ensure that all necessary reports, lab-work or films related to appointment are available for the physician at the time of the appointment using available resources. Language barriers are assessed and authorizations & equipment obtained if necessary.
• Call and tracks pertinent patient information not received in clinic to ensure arrival prior to patient appointment as measured by supervisory observation.
• Based on chart review, ensures all necessary equipment and supplies are available for patients visit.
• Prepares medication refill messages by obtaining all required information per provider and departmental guidelines.
• Distributes patient literature as necessary
• Performs all point of care testing (glucometer, urinalysis, anticoagulation etc) as necessary per department
• Runs controls on point of care testing equipment and ensures log books are updated appropriately.
• Performs EKGs per departmental protocol.
• Per protocol, staff member goes into waiting area to greet patient as observed by supervisor and/or peer review, and rooms patient as soon as possible.
• Patient is identified using 2 identifiers, such as name and date of birth, in accordance with National Patient Safety Goals as observed by supervisor and/or peer review
• Documents with accuracy patient work-up information, such as vital signs, intake questions etc, as measured by random audits or supervisory observation, in accordance with Bassett Policy.
• Utilizes the EMR clinical documentation system in support of patient care duties, such as telephone calls, patient messages etc. as measured by supervisory observation
• Supports clinical scribe(s) in accordance with regulatory agency requirements and organizational standards based on review of records.
• Communicates patient issues/concerns to providers as measured by provider feedback and supervisory observation.
• Cleans and stocks exam rooms on a daily basis or according to need as measured by supervisory observation.
• Checks medications and supplies for out-dates according to standards set forth by clinical area.
• Monitors supply levels to improve inventory control as measured by supervisory observation
• Enters charges for supplies and clinical testing
• Displays ownership of the entire patient experience, including but not limited to, rooming of patient, collection of vitals, and the abstracting of external records.
• Meets yearly competency requirements as set forth by departmental leadership.
• Supports the collection of Advanced Beneficiary Notice signatures and form processing to meet Medicare regulations.
• Obtains prior approval or prior authorization as needed. Communicates referral appointment and appointment instructions to patient
• Acts as a liaison with external providers offices when necessary.
• Performs referral coordination including completing Open Referrals and/or referral tracking queue.
• Ensures all orders have been pended in electronic medical record if necessary.
• Acts as a Subject Matter Expert in all patient flow related duties.
• Acts as a trainer for incoming new staff and or provides orientation as requested by supervisors for new employees
• Conveys to patient what payment is due based on Insurance Card or Insurance Verification system and request how patient will be paying today, via cash, check or credit card.
• Receive and receipt all payments with no more than 2 minor errors per quarter as determined by daily cash up verification, and in accordance with finance policy and procedures.
• Maintain and balance cash drawer daily with no more than 2 minor errors per quarter as determined by daily cash up verification, and in accordance with finance policy and procedures.
• Accurately prepares daily cash up in cooperation with supervisor with no more than 2 minor errors per quarter as determined by daily cash up verification and in accordance with finance policy and procedures.
• Performs Petty Cash record-keeping and management in an accurate and timely manner.
• May assist with any cash drawer errors or discrepancies.
• May assist with reconciling any cash management reports.
• Date stamps in all incoming patient related information and delivers to appropriate provider or staff person for action on a daily basis as observed by providers, coworkers and Supervisor
• Completes all basic patient demographic information on forms, such as Disability and Workers Comp before delivering to nurse or provider to complete
• Mails outgoing patient information such as lab letters and completed forms in accordance with Bassett policy.
• Assists with routing forms to appropriate Bassett department ex. Disability or Workers Compensation offices.
• Prepares correspondence to patients and/or other entities as directed by providers or supervisors as observed by providers and supervisors
• Prepares outside patient health information for scanning per Document Imaging procedures as observed by certified document imaging staff or Supervisor
• Completes indexing and scanning of hard-copy patient health information into electronic health record or packages and sent to HIM for scanning per Document Imaging procedures as measured by DI quality audits nd as reported by providers
• Sends requests for routine or subpoenaed medical record releases to assigned HIM location for processing (Regional HIM Hub site or Cooperstown HIM Department). Processes same day requests for Medical Records for patient care continuity as needed. Seeks assistance from HIM resources with any questions about how to process a release or what information to release
• Maintain appropriate inventory of office supplies and required forms for daily operations following established procedures
• Establishes and maintains departmental record keeping and filing systems. Classifies, sorts, distributes and/or files correspondence, articles, mail, records and other documents
• Opens and/or closes clinic per divisional guidelines as observed by supervisor. For 24 hour departments, appropriate hand-offs are made.
• Following proper procedures for accessing secure areas such as locked medicine cabinets or dirty/clean utility rooms.
• Covers at other locations or departments, with orientation, as requested performing like office functions as noted by Supervisor
• Ability to adapt to various work-flows, processes and policies to support the operations and patient care throughout the network.
• Maintain sufficient clinic supplies and required forms for daily operations following established procedures
• Per protocol, staff member goes into waiting area to greet patient, and to inform them of any delays or changes in their appointment as observed by supervisor and/or peer review
• Patient is identified using 2 identifiers, such as name and date of birth in accordance with National Patient Safety Goals as observed by supervisor and/or peer review
• Communicates patient issues/concerns to providers as measured by provider feedback and supervisory observation.
• Ensures appropriate forms are given to all patients depending on appointment type and or specialty.
• Assists the patient to navigate through all stages of their visit.
• Performs monthly or quarterly environmental rounds by following standards set forth by clinical areas.
• Patient Health Information is accessed to perform job responsibilities and for no other reason. Patient information is kept confidential and discussed on a need to know basis only. As observed by Supervisor and based on organizational audits
• Performs monthly Performance Improvement tracers and audits.
• Ensures that the daily maintenance on the BCA device is performed and reports to IT or Supervisor any issues.
• Acts as a lead in ordering supplies through the on-line module.
• Acts as a lead for checking inventory and ordering clinical supplies.
• Ensures all downtime forms are accurate and up to date. Acts as a lead in the event of a planned or unexpected system downtime.
• Acts as a lead for any policy, procedure or technology changes for the entire organization or specific clinical site such as new EPIC modules, or any policy/process changes.
• Acts as a lead in the event of a code. Ensures all staff are performing necessary actions during code (ie. Code Pink/Purple checking bathrooms, stairways and elevators) and are kept up to date as the code progresses. Completes any necessary paperwork needed as part of the code (ie. Code Red)
• Takes minutes at all appropriate meetings and prepares them for distribution to the group.
• Maintains electronic databases, documents, shares folders etc, as appropriate for department.
• Creates staffing assignment schedule and submits to supervisor for approval, rearranging as staff request days off or call in sick.
• May help to prepare presentations, including powerpoint, excel, etc. for departmental leadership.
• May assist with weekly cycle counts for Willow.
• May assist with staffing assignment schedule and submits to supervisor for approval, rearranging as staff request days off or call in sick.
• Attends required in-services as requested by supervisor.
• Identifies need for computer training or refresher courses and attends as necessary
• Attends 85-90% of all staff meetings as appropriate, reviewing minutes of any meetings missed with no more than 1 unexcused absence per year as measured by supervisory audit.
• Maintains job specific knowledge and proficiency (may include insurance, scheduling, charge coding information and creation of open referrals) by attending meetings, training and reading all pertinent training documentation and memos as documented on annual in-service record.
• Maintains a thorough knowledge and understanding of insurance and local carriers medical coverage policies as they relate to the appointment.
• Maintains job specific knowledge and proficiency (point of care testing, phlebotomy, & departmental competencies or checklists) by attending meetings, training and reading all pertinent training documentation and memos as documented on annual in-service record.
• Maintains a thorough knowledge and understanding of Bassett policies and procedures as well as regulatory competencies.
• Required to attend at least 8 educational opportunities per year such as, Continual Survey Readiness, Bassett Institute for Learning, or Patient Access Review Sessions.
• Prepare a presentation for co-workers at least once annually regarding a training session that you have attended or a relevant work topic that has been researched.
• Is trained to be a SuperUser in at least one EPIC function (Cadence, Referrals etc)
• Shows an interest in the organization by attending Town Hall or other similar meetings or by joining committees.
• Performs similar or related duties as requested or directed.

Education:

• High School Diploma or GED, preferred

Experience:

• Relevant work experience, required
  • Associates degree or higher may be substituted
• Experience in customer service, preferred

License/ Certification:

• Medical Office Assistant or Medical Assistant, preferred
• BLS certification within 6 months of date of hire

Skills:

• Computer Skills
• Customer Service
• Time Management
• Multi-Tasking