Clinical Secretary - Cardiology

Dartmouth Health • Nashua, NH

107d

About The Position

The position involves reviewing, processing, and tracking all referrals for services delivered by providers. The role includes scheduling appointments, tests, or procedures, responding to patient calls, and providing instruction/support to staff for communicating with patients. The individual may act as a liaison between physicians and specialists outside of the organization.

Requirements

• High school graduate or equivalent.
• 1 year experience in a provider office.
• Knowledge of insurance benefit programs and medical terminology.
• Ability to effectively interact with providers, staff, patients, and insurance plan representatives.
• Able to prioritize multiple tasks.
• Prior computer experience.
• Excellent communication skills.
• Attention to detail.

Responsibilities

• Responds to patient calls providing general information and education.
• Greets patients arriving for appointments, provides appropriate questionnaire(s), answers questions, and assists patients with completion of forms and use of technology.
• Acknowledges any delays and keeps patients updated.
• Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments, or need to speak directly to clinical support.
• Reviews schedules daily for accuracy in scheduling, needed ancillaries, and incoming records and makes adjustments as needed.
• Reviews wait list, manages multiple e-DH worklists, and reschedules patients to assure schedules are fully booked and patients' needs are met.
• Completes any follow-up needs for patients as directed by the After Visit Summary.
• Receives incoming phone calls from providers, other staff, or external provider offices and patients.
• Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments, or transfers the call.
• Monitors and completes system messages in a timely manner to meet patients' needs.
• Monitors incoming faxes regularly and reviews each to determine the proper course of action in a timely manner.
• Completes Authorizations and Pre Certifications for all external and stat procedures.
• Reviews all provider schedules at the end of the day to identify and contact those patients who require follow-up.
• Processes letters to no shows in accordance with current policy.
• Supports providers and staff in addressing patient questions/concerns.
• Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.
• Monitors the waiting room for patients in distress and seeks assistance when needed.
• Responds to minor patient concerns and complaints using service recovery tactics.
• Reports all concerns and complaints to supervisor/manager.
• Manages multiple in-baskets by monitoring, prioritizing, and properly routing the messages.
• Completes tasks as assigned by providers or clinical staff.
• Acts as liaison between primary care physicians and specialists outside the organization.
• Monitors referral work queues for internal and external referrals.
• Processes new referrals according to established procedures and tracks queue status to ensure that referrals are completed.
• Implements and monitors organizational policies and procedures.
• Participates in initiatives to improve the referral management process.
• Delivers mail to the mail room and picks up mail to be distributed within the department on a daily basis.
• Completes monthly tracers and weekly BCA system checks.
• Performs other duties as required or assigned.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED