Clinical Operations Specialist

Rothman Orthopaedics•West Chester, PA

2d•$17 - $24

About The Position

The Clinical Operations Specialist provides a blend of clinical and operations support to the office. Clinically, the COS will function as a Medical Assistant, Non-Surgical Clinical Assistant, or any other applicable clinical role as needed. In this capacity they will ensure the smooth flow of patients during office hours and support a variety of clinical and administrative functions. Operationally, the COS will serve as a Front Desk Receptionist or Front Desk Therapy Receptionist. The team member is responsible for greeting, checking in, verifying insurance, obtaining insurance referrals and any other applicable administrative tasks as needed. In this role the COS serves as a liaison between the patient and the medical staff in the office. The COS is an Operational role designed to meet the operational needs of the office - regular travel and schedule flexibility are inherent in this position. Key Accountabilities: Excellence in patient satisfaction, compliance with schedule prepping, responsiveness to voicemails, emails, and clinical messages, timeliness with pre-certifications and authorizations, compliance with all clinical policies and procedures, and adherence to documentation standards. Accurate collection of copays and capturing of referrals, efficient documentation of demographic and insurance information, obtaining referrals, excellence in time management and indepedent problem solving ability. As this is a support role designed to fill operational needs, utmost reliability and punctuality are vital.

Requirements

High School Diploma or GED minimum education requirement
Current CPR certification required
Minimum (1) year in a medical office environment
Medical office procedures and terminology
Computer skills including, but not limited to, MS Office Suite
Experience with scheduling and billing systems and EMR preferred
Basic medical assistant skills including phlebotomy, handling of body fluid samples, removal of sutures and staples, and OSHA regulations preferred

Nice To Haves

Active National Medical Assistant Certification preferred, but not required

Responsibilities

Greet patients and visitors in a prompt, courteous, helpful manner.
When applicable, maintain flow of patients from waiting room to exam room to discharge.
Upon completion of their appointment, direct them to surgery scheduling and/or to the exit.
Demonstrates a commitment to delivering unsurpassed service and quality patient care recognized by Patients, Physicians, Clinical Teams, Peers
Check patients in by entering, verifying, and updating demographic and insurance information.
Record arrival times, referral information, and payment information.
Ensure RCM Console and Ready to Bill errors are addressed daily to ensure timely claims submission.
Ensure referrals have been received, are in the patient's chart and attached
Make follow up appointments for patients when needed or act as liaison to appropriate ancillary departments such as physical therapy and MRI.
Answer telephone calls in friendly and professional manner, answer questions within their scope of knowledge, forward/transfer calls to the appropriate team members or take messages as needed.
Handle correspondence within 24 hours of reception.
Assist patients with ambulatory difficulties through the office.
Follow procedure for requests for medical records and for Disability/FMLA paperwork.
Take payment when necessary and document requests in the patient chart.
Accurately batch out at end of shift and ensure all payments balance.
Complete assigned paperwork and escalate any discrepancies to the office manager.
Assist other team members with upset or irate patients by deescalating the situation and providing support.
Maintain workspace in a neat and organized manner.
Stock supplies in the lobby, front desk, pod workspaces, and exam rooms.
Prep the schedule by obtaining referrals, confirming coverage status, and checking for any potential issues in advance of patient appointments.
Reach out to patients prior to appointment when needed.
Print out front sheets, last notes, and other requested documentation for the physician team.
Attend meetings, participate in office activities, teambuilding exercises or special projects as required.
Exemplify the culture and values of the organization in all interactions.
Clean and autoclave instruments using proper sterile technique.
Records vitals and medical history in the patient chart in accordance with MIPS guidelines, scan all pertinent documents into patient chart, obtain and record vitals, request and make available reports and images from outside facilities.
Pull up/load/import pertinent studies for the physician, prepare for injection and aspiration procedures, dispose of biohazardous waste in accordance with OSHA regulations, replace sharps containers when full.
Bring patients back to see the physician in efficient and timely manner; assist patients with clothing and preparing the body area to be examined.
Empty and restock laundry.
Complete pre-certifications and authorizations for imaging studies and injectable medications.
Submit requests for authorizations to centralized departments as applicable.
Provide follow up care and instructions to patients at conclusion of their appointment.
Applies or removes casts/splints.
Make orthotic devices by bending, forming and shaping materials to prescribed specifications.
Fit, test and evaluate devices on patients and make adjustments for proper fit, function and comfort.
Reads and responds to email communications within appropriate time frame.
Identifies weekly schedule, including schedule changes, published by manager.
Handle specimens (including urine, blood and drainage from incisions, aspirated fluids, etc.) and label accordingly.
Follow order instructions of provider to ensure specimen is sent to appropriate lab for analyzation.