Ambulatory Service Rep, Neurology Clinic, 40 Hour, Days

UMass Memorial Health•Worcester, MA

3d•Onsite

About The Position

The Ambulatory Service Rep performs complex administrative duties for patients requiring routine or urgent appointments, procedures, tests, and related services in an ambulatory or outpatient setting. The role assesses patient needs—including financial counseling, interpreter services, and social services—and connects patients with appropriate resources while alerting providers to emergent care needs. The position supports patient access and clinic operations by greeting patients, verifying demographic and insurance information, collecting copayments, obtaining consent, managing calls and messages, scheduling appointments and procedures, coordinating tests, and providing preparation instructions. It also works with insurers on authorizations and referrals, verifies eligibility, prepares patient information for clinicians, maintains records and billing information, and performs a range of related clerical and administrative duties. This is a 40-hour-per-week, day-shift position in the Neurology Clinic, scheduled Monday through Friday from 8:00 a.m. to 4:30 p.m. Work is sedentary, indoors, and in a patient care environment.

Requirements

High school diploma.
Three years of related experience; this requirement is waived for candidates with an associate’s or bachelor’s degree.
Ability to use specialized application software and computer systems.
Ability to perform multiple functions and work under stressful situations.
Professional behavior and excellent communication and human relations skills.

Nice To Haves

Associate’s or bachelor’s degree.
Knowledge of business office procedures.
Knowledge of medical terminology and procedures.

Responsibilities

Greet visitors and patients arriving for scheduled or urgent care appointments and procedures.
Confirm and verify patient demographic and insurance information.
Collect patient copayments when applicable and maintain related records or daily deposits.
Obtain patient or guardian signatures for treatment authorization and insurance or billing information.
Assess patient needs, including financial counseling, interpreter services, and social services, and refer patients to the appropriate resource.
Receive and direct phone calls; connect patients with providers or respond and take messages as directed.
Schedule urgent care appointments as directed by clinicians.
Schedule patients with multiple providers and treatment areas, and arrange associated tests and procedures according to established guidelines.
Prioritize appointments to support patient care and efficient use of clinical staff and resources.
Provide patients with test and procedure preparation information verbally, by mail, or through the patient portal.
Work with insurers to obtain prior authorizations and ensure required precertifications and clinician referrals are in place before visits.
Comply with referral management regulations and verify eligibility for procedures or tests at other healthcare institutions.
Follow up to correct discrepancies.
Facilitate prescription renewal matters within the role’s authority and as directed by clinicians.
Prepare patient information for clinicians’ scheduled visits as needed.
Scrub patient encounter information and submit it electronically.
Review and audit billing discrepancy reports and research errors for resolution as directed by office or clinical management.
Maintain accurate and timely records, logs, charges, files, and related information.
Perform administrative and clerical duties, including retrieving files, distributing mail and records, faxing, collating, data entry, and relaying messages.
Prepare special reports or spreadsheets for clinicians as requested.
Calculate daily copayment totals for submission for reconciliation.
Compose or select standard form letters for clinician responses to routine inquiries and procedures.
Comply with departmental policies, procedures, objectives, and health and safety requirements.
Attend meetings, conferences, and seminars as required or directed.
Apply quality improvement practices in daily operations and contribute to a respectful, professional, and inclusive environment.
Maintain regular, reliable, and predictable attendance and perform other related duties as required or directed.