Clinic Operations Representative, Orthopedics Clinic (Washington, DC)

Children's National Hospital

7d•$21 - $42•Onsite

About The Position

The Clinic Operations Representative provides patient services and administrative support for clinic operations in the Orthopedics Clinic. Under moderate supervision, the representative interacts courteously with patients, parents, physicians, and staff, and assists employees within the department and other departments. Duties include collecting and verifying demographic and insurance information, notifying patients about scheduled services when required by managed-care rules, and potentially scheduling specialty appointments. The role may require floating to other clinics or ROCs for coverage. The next career-ladder step is Senior Clinic Operations Representative or Team Lead.

Requirements

High school diploma or GED.
At least 1 year of experience performing billing, patient registration and scheduling, medical insurance verification, and insurance screening.
Broad clinic knowledge and customer service skills.
Computer knowledge.
Ability to type at least 35 words per minute.
Complete the Ambulatory Services training curriculum and pass all competency assessments, including a mock clinic.

Nice To Haves

Microsoft Office experience, including Word and Excel.

Responsibilities

Schedule patients accurately using the department’s scheduling system; reschedule missed or cancelled appointments and arrange follow-up appointments at checkout when applicable.
Register and arrive patients using the appropriate systems and departmental policies, and collect or update accurate demographic and insurance information.
Obtain required consents, distribute compliance materials, and ensure insurance cards, photo identification, forms, and documentation are copied or scanned and routed as required.
Respond to patient portal work lists, including appointment requests, fax queues, and email requests.
Verify insurance eligibility and information, observe managed-care carve-outs, and identify whether referrals or pre-authorizations are required.
Notify parents about required referral forms or pre-authorizations and discuss co-payments, deposits, balances, and payment options professionally; refer parents to the Financial Information Center when appropriate.
Use applicable patient-information systems to verify that records are consistent across systems.
Collect and record co-payments, deposits, and payments in full, issue receipts, and help the department meet its collection target.
Maintain departmental cash-control and collection requirements.
Reconcile upcoming clinic schedules, confirm accounts are set up for billing, and flag services requiring authorization within the specified advance timelines.
Clear walk-ins appropriately and ensure scheduled and unscheduled appointments are linked to the scheduling system.
Answer telephone calls, address callers’ needs, manage voicemail within the same business day, and meet applicable telephone-service standards.
Distribute mail and handle returned mail as needed; check work email at least three times daily and respond within 24 hours or the next business day.
Maintain office files and supplies at PAR levels and keep the reception area and workspace clean.
Speak up about unsafe behavior or performance, verify information used for decisions and documentation, resolve uncertainty, communicate accurately and promptly, and promote safety for patients, families, visitors, and coworkers.
Provide other office and departmental support as needed.