Lead Administrative Secretary

Beth Israel Lahey Health•Woburn, MA

1d•Onsite

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. This position contributes to the Hospital’s mission by taking the lead regarding the administrative support functions of the center/department. This administrative staff position will have an impact on patient satisfaction by providing empathetic, courteous and efficient interactions with patients and families and on financial growth by ensuring the visits are billed accurately and timely. This position will also impact employee satisfaction by ensuring the team operates like that of an employer of choice. As part of the outpatient setting team, this position functions in the dual capacity of Lead and Center/Department Administrative Support.

Requirements

High school diploma or equivalent required.
Two (2) years medical practice or healthcare administrative support experience.
Strong computer skills, including simple word processing, spreadsheets and database usage.
Good typing skills with accuracy and attention to detail.
Ability to read, write and communicate effectively in English with patients, visitors and fellow members of the team.
Ability to work autonomously with minimal supervision and direction.

Nice To Haves

A demonstrated ability to lead.
EMR experience.
Medical billing experience.

Responsibilities

Oversees administrative operations, assigning functions to optimize efficiency, ensuring staff are operating within their job expectations.
Works collaboratively with the manager/supervisor in the planning and implementing of operations and performance improvement initiatives for the areas of responsibility.
Represents the administrative processes in departmental projects.
In the absence of the manager/supervisor, the Lead will assume the supervisory role of the administrative staff and make decisions that will impact administrative operations to facilitate clinic flow and optimal patient care.
Demonstrates expertise in the assigned area and fosters a climate of professional excellence.
Utilizing knowledge of third party payor systems, assists with financial counseling of patients and troubleshooting billing issues.
Troubleshoots operational issues and customer service calls and complaints.
Follows the proper chain of command to resolve concerns, addressing the short term issue and recommending and/or working towards long-term resolution and improvements with leadership team.
Oversees the maintenance and storage of medical records, developing and ensuring HIPAA requirements and proper protocols are followed.
Provides performance feedback on staff directly to the staff member thus fostering a culture of continuous learning and improvement and to the manager/supervisor as appropriate.
Addresses safety and patient care related concerns promptly.
Gives input into the performance evaluation process.
Precepts and mentors staff to expand their knowledge and competence in operations and processes.
Builds and maintains a staffing plan in the scheduling system that is fair, efficient, fiscally prudent and responsive to the physicians’ scheduling preference.
Ensures a safe working environment by addressing maintenance, housekeeping and physical plant problems within defined scope of authority.
Follows up with the call center.
Monitors administrative supply levels to ensure continual operations and fiscally responsible use.
Advises approved orderer for the department.
Answers all incoming phone calls and routes to appropriate person.
Takes clear messages for providers or other office staff.
Handles routine requests for information.
Ensures that emergent messages are handled per center protocols.
Schedules patient appointments and collects pre-registration information at the time of scheduling.
Obtains referrals for specialty care.
Greets patients and others timely and in a manner that is respectful and empathetic.
Registers patients, verifies health insurance coverage and demographic information.
Collects co-payments, issues receipts, and obtains signatures for necessary forms.
Maintains and releases medical records per facility protocols.
Pulls and files medical records for scheduled patient and for requests by providers and other staff.
Answers common, non-clinical/complex questions and escalates questions as appropriate.
Provides general information regarding the center within scope of responsibility.
Maintains provider appointment schedules and advises providers of changes throughout the day.
Checks patients out.
Schedules diagnostic and specialty appointments as directed by the provider.
Completes referrals and preauthorizations per healthcare payor and center protocols.
Enters charges.
Reviews patient records for accuracy performing quality checks on ICD 10 and CPT codes and other related information to help streamline the billing process per center protocols.
Receives and distributes mail per office protocols.
Appropriately follows the chain of command and adheres to center policies and procedures.
Communicates effectively with the team utilizing established handoff procedures.
Gives and accepts respectful feedback to enhance teamwork.
Maximizes patient throughput to minimize wait time and improve patient satisfaction.
Assesses waiting room status regularly, and liaisons with patients to advise of delays, ensure comfort and wait-time satisfaction.
Maintains a clean and organized work environment to enhance patient satisfaction and a culture of safety.