Assistant, Clinical Administrative

The Wright Center for Graduate Medical Education•Wilkes-Barre, PA

About The Position

The Clinical Administrative Assistant (CAA) is the initial point of contact for patients and visitors and provides the customer service needed to support a positive patient experience. The position handles front-office administrative responsibilities in a high-intensity, fast-paced health center environment that has a critical impact on operational efficiency. The CAA schedules appointments and follow-up visits, registers and checks in and out patients, manages patient information in the Electronic Health Records system, verifies insurance, collects copays, and supports cash-account and self-pay processes. The role also helps patients understand health center resources and programs, processes records and triages in the EMR, handles patient communications and information packets, and supports compliance with privacy, insurance, identification, and other organizational requirements. The position participates in extended-access-hour rotations, including late nights, weekends, and holidays, and may provide cross-coverage at other locations and service lines. The CAA is expected to work professionally and reliably, adapt to changing priorities, and maintain accuracy, confidentiality, and strong customer service.

Requirements

Meet The Wright Center for Community Health and its affiliated Enterprise entities’ EOS People Analyzer Tool.
Have a high school diploma or GED.
Demonstrate mission orientation and represent the enterprise professionally while showing organizational pride.
Adapt to changing priorities and maintain accuracy in detail-oriented responsibilities.
Maintain strict confidentiality.
Have proficient computer skills and demonstrate proficiency with technology and EMR workflows by the end of orientation.
Be reliable and punctual, with attention to detail.
Work effectively in a fast-paced environment with changing priorities.
Demonstrate professionalism and customer-service orientation.
Work independently and as part of a team.
Have professional written and verbal communication and interpersonal skills.
Be willing to work a flexible schedule.

Nice To Haves

Buy-in and experience working in the EOS® model are strongly preferred.
One to two years of previous front-office experience in a high-volume medical practice is desirable.
Bilingual skills are highly preferred.

Responsibilities

Understand the roles and concepts of a Federally Qualified Healthcare Center (FQHC), Patient Centered Medical Home (PCMH), NCQA recognition, and participation in an Accountable Care Organization (ACO).
Schedule patient appointments and follow-up visits.
Register patients and capture demographic information needed for the annual UDS report.
Follow Red Flag Rules for photo identification.
Intake and check out patients.
Manage patient information in the Electronic Health Records system.
Verify patient insurance information and understand insurance coverage, copays, and navigation.
Comply with commercial and Medicaid insurance plan rules for services requiring prior authorization.
Collect copays at the time of the visit and perform cash-account management activities.
Provide self-pay patients with options to pay for services and obtain Medicare ABNs for non-covered services.
Ensure patients understand health center resources and available programs, including the sliding fee discount program, Good Faith Estimates, Outreach & Enrollment programs, language services, and after-hours coverage.
Ensure compliance with requirements concerning the availability and location of SDS and 990 binders.
Understand responsibilities during emergencies and help coworkers and patients reach safety.
Scan patient records into the EMR and create triages within the EMR system.
Mail and receive new-patient information packets.
Answer and return phone calls and switch phones to night/weekend service.
Adhere to HIPAA rules and regulations.
Participate in rotations of extended access hours, including late nights, weekends, and holidays.
Cross-cover other locations and service lines to support continued patient access.
Perform other duties as assigned.