Department Assistant II, Fitchburg Campus, 40 Hours, Days

UMass Memorial Health•Fitchburg, MA

1d•Onsite

About The Position

Performs complex administrative duties for patients requiring routine or urgent appointments, medical procedures, tests, and related ancillary services in an ambulatory in/outpatient setting. Assesses patient needs, including financial counseling, interpreter services, and social services, and refers patients to the appropriate person or area. Alerts providers to emergent patient care needs. The position supports patient access and clinic operations by greeting patients and visitors, verifying demographic and insurance information, collecting co-payments, obtaining treatment and billing consents, managing calls and messages, scheduling appointments and procedures, coordinating tests, and providing preparation information. It also supports prior authorization and referral processes, verifies eligibility, prepares patient information for clinicians, submits encounter information electronically, researches billing discrepancies, maintains records, and performs related clerical duties. The role is expected to meet productivity standards, support departmental goals and process improvements, participate in cross-training and required meetings and training, communicate effectively, maintain reliable attendance, and contribute to a collaborative, respectful, clean, and safe work environment. The position is full-time, 40 hours per week, with day-shift schedules listed as 7 a.m.–3:30 p.m., 8 a.m.–4:30 p.m., or 10:30 a.m.–7 p.m. The schedule includes every other holiday.

Requirements

High school diploma.
At least one year of related experience; this requirement is waived for candidates with an associate’s or bachelor’s degree.
Ability to use specialized application software and computer systems.
Ability to perform multiple functions and work under stressful situations.
Professional behavior and excellent communication and human relations skills.

Nice To Haves

Associate degree or higher.
Knowledge of business office procedures and medical terminology or procedures.

Responsibilities

Greet visitors and patients arriving for scheduled or urgent appointments and procedures.
Confirm and verify patient demographic and insurance information.
Collect patient co-payments when required and maintain related records and deposits.
Obtain patient or guardian signatures for treatment authorization and insurance or billing information.
Assess patient needs, including financial counseling, interpreter services, and social services, and refer them appropriately.
Receive and direct phone calls; connect patients with providers or respond and take messages as directed.
Schedule urgent care appointments as directed by clinicians.
Schedule patients with multiple providers and treatment areas and arrange associated tests and procedures according to guidelines and criteria.
Prioritize appointments to support patient care and efficient use of clinical staff and resources.
Provide patients with test and procedure preparation information verbally, by mail, or through the patient portal.
Work with insurers to obtain prior authorizations and ensure pre-authorization, pre-certification, and clinician referrals are completed before visits.
Comply with referral management regulations and verify eligibility for procedures or tests at healthcare institutions.
Follow up to correct discrepancies.
Facilitate prescription renewal matters within the scope of authority and as directed by clinicians.
Prepare patient information for clinicians and electronically scrub and submit Patient Encounter information.
Review and audit billing discrepancy reports and research errors for resolution as directed.
Maintain accurate and timely records, logs, charges, files, and related information.
Perform administrative and clerical tasks such as retrieving files, distributing mail and records, faxing, collating, data entry, and relaying messages.
Prepare special reports or spreadsheets for clinicians as requested.
Calculate daily co-payment totals for submission for reconciliation.
Compose or select standard form letters for clinician responses to routine inquiries and procedures.
Meet established productivity standards and support the sharing of knowledge and content across departments.
Support the organization’s mission, vision, goals, True North, and CARES values; adhere to change-control processes and departmental policies and objectives.
Participate in cross-training, meetings, in-service programs, conferences, seminars, and training as required or directed.
Maintain a friendly, responsive, service-minded attitude; communicate effectively, share information, and give and receive feedback.
Follow the applicable code of conduct, behavior standards, and dress code.
Comply with environmental, health, and safety requirements and maintain an organized, clean, and safe work environment.
Contribute to process improvements, quality improvement, cost containment, and fiscal responsibility.
Maintain collaborative relationships and contribute to a respectful, professional, and positive work environment.
Maintain regular, reliable, and predictable attendance and perform other similar duties as required or directed.