Clinical Secretary - Specialty Services Support

Dartmouth Health•New London, NH

About The Position

The Clinical Secretary supports Specialty Services by scheduling appointments, tests, and procedures; responding to patient calls; and supporting staff in communicating with patients. The role may serve as a liaison between providers and specialists outside of D-H. The secretary assists patients with appointment-related forms and technology, assesses requests from patients and callers, manages schedules and worklists, and coordinates follow-up care as directed by providers or clinical staff. The role also supports providers and staff with patient questions and concerns, monitors the waiting room and department communications, and helps improve department workflows and procedures. Additional duties include mail distribution, monthly tracers, weekly Business Continuity Application system checks, and other duties as assigned.

Requirements

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

Nice To Haves

One year of experience in a provider office.

Responsibilities

Respond to patient calls with general information and education.
Greet patients, provide questionnaires, answer questions, assist with forms and technology, and keep patients informed of delays as needed.
Assess needs of patients without appointments and process requests for prescriptions, forms, appointments, or contact with clinical support.
Review daily schedules for accuracy, required ancillary services, and incoming records; make adjustments as needed.
Review wait lists, manage e-DH worklists, and reschedule patients to keep schedules full and meet patient needs.
Complete follow-up directed by the After Visit Summary, including booking appointments, scheduling lab and radiology exams, and arranging external procedures.
Receive calls from providers, staff, external provider offices, and patients; assess caller needs and process requests, take messages, schedule appointments, or transfer calls.
Monitor and complete system messages promptly to meet patient needs.
Monitor incoming faxes and determine the appropriate course of action in a timely manner.
Review provider schedules at the end of the day, contact patients who require follow-up, and process no-show letters according to current policy.
Support providers and staff in addressing patient questions and concerns, and provide instruction on communicating with patients about those matters.
Monitor the waiting room for patients in distress and seek assistance when needed.
Respond to minor patient concerns and complaints using service recovery tactics, and report concerns and complaints to a supervisor or manager.
Monitor, prioritize, and appropriately route messages in multiple in-baskets.
Complete tasks assigned by providers or clinical staff.
Act as a liaison between primary care providers and specialists outside DH.
Participate in initiatives to improve department workflows, policies, and procedures.
Deliver mail to the mail room and distribute incoming mail within the department daily.
Complete monthly tracers and weekly Business Continuity Application system checks.
Perform other duties as required or assigned.
Collaborate with others throughout the system as a team player.