Medical Administrative Assistant

Eye Associates Of New Mexico•Los Alamos, NM

16h•Onsite

About The Position

The Patient Services Representative (PSR) is responsible for various administrative and customer service functions within the clinic. This role requires successful completion of specific training programs, including the Ophthalmology Home Study course, LMS Customer Service program, and passing the EANM Insurance Test. PSRs are cross-trained to handle both check-in and check-out processes using NextGen and Phreesia platforms, accurately scheduling patients, entering and updating patient information, and managing cash drawer protocols. They may also serve as a resource for insurance plans, complete billing and coding tasks, and are considered essential workers required on-site during emergencies. The role involves maintaining provider schedules, processing referrals, managing task inboxes, and potentially assisting with additional responsibilities such as contact lens ordering, correspondence, scanning, inventory, bank deposits, and telehealth scheduling. Annual completion of Learning Management System (LMS) courses is mandatory.

Requirements

High school education or equivalent.
Must have passed the Ophthalmology Home Study course and the LMS Customer Service program.
Must have passed the EANM Insurance Test.
If grandfathered into this position in July 2015, employee must complete the aforementioned within 1-2 years of having been grandfathered.
Demonstrate the ability to interact with the public in a pleasant, helpful and professional manner.
Must work well as a member of a team.

Nice To Haves

Experience in Microsoft Office.
Other computer experience is desirable.
Experience and/or training in bookkeeping is preferred.
Medical terminology and medical office experience preferred.

Responsibilities

Accept responsibility for timely arrival and readiness for work at assigned station, appearing well-groomed, professional and friendly.
Exhibit a friendly, professional customer service style in all patient interactions (in person and via the telephone) to create a positive service experience.
Learn extensive insurance knowledge, have computer skills, and adaptability with changes in software programs and platforms.
Must be able to multi-task, problem seek and solve, and communicate effectively with internal and external customers.
Answer and screen incoming calls in a professional and timely manner, assist the patient or forward the call to the appropriate department.
Schedule patient appointments in a timely manner, striving to set appointment times, dates and locations for the convenience of the patient. Schedule with the correct provider or specialty.
Responsible for entering patient Recall data for returning patients, as well as complying with all Meaningful Use and MIPS procedures.
Assist patients in scheduling appointments with other providers participating in the patient’s care.
Reschedule patients in a timely manner due to physician schedule changes, exhausting all efforts to contact patient.
Assist both new and established patients with the registration process using both the NextGen and Phreesia platforms either in person or via the telephone/text.
Verify H&P and HIPAA signatures are on file; enter patient demographic and insurance information, ensuring that the appropriate referrals and prior authorizations have been obtained, verify the co-pay, scan legible pictures of patients and insurance cards into the patient's profile in EMR.
Update both the Phreesia and NextGen platforms with patient demographic and insurance updates.
Ensure that patient is eligible for insurance by running insurance eligibility via Phreesia, IPAS, and insurance-based web-sites.
Communicate with patient billing/insurance inquiries, providing patient with an estimate of their out of pocket fees for the exam.
Assist patients with immediate and future referral and insurance authorization needs, including in-office procedures, to include Punctal Plugs and YAGS.
Schedule outside testing and obtain prior authorizations, to include MRI's and ERG's.
Coordinate with clinical staff regarding physician schedules and timeliness, and communicate delays to patients as needed.
Check patient out after doctor’s exam, communicating with the patient balance due at the time of service, collecting patient balance at the time of service and/or documenting on patient encounter patient balances not collected.
Ensure the accuracy of the encounter insurance at check-out, to correspond with the diagnosis and coding, making changes as necessary.
Follow batching procedures through Phreesia to balance daily patient balance collection.
Control assigned cash drawer, verifying amount every morning and evening.
Perform chat function through Phreesia to increase communication to patients to help with balance collections, no-show ratios and other clinic initiatives.
Remain helpful to patient at all times (escort patient to designated area, offer assistance if needed, and call for transportation for patients as requested).
Create Patient Communication in a timely manner for those calls that must be returned by the physician/technician, and task them appropriately.
Assist doctors with management of calls and appointments; keep doctor/technician advised on patient flow compared to the schedule; help with sorting and distribution of the mail.
Open and/or close the office as assigned.
Work in a rotation to provide coverage for Saturday and Holiday clinics.
Perform cleaning during the clinic day to sterilize patient contact areas/items, following EANM cleaning protocols set forth by EANM.
Maintain assigned provider's schedule, ensuring that they are not under booked, overbooked, and looking ahead to maximize upcoming schedules for providers to maintain clinic patient volume and initiatives.
Process incoming electronic referrals from outside providers and documenting in patient's chart referral outcome.
Work task inbox, accepting, charting and completing internal tasks daily as assigned, to include coordinating appointments for patients with EANM specialists within the appropriate timeframe.
Cross-train to work at multiple locations, with a knowledge of all specialties and physicians.
Facilitate contact lens ordering and collection of payment.
Receipt and distribution of outer office correspondence.
Scanning and indexing of patient records.
Inventory control and supply ordering.
Daily balancing and daily bank deposits.
Perform PODIS processes in injection clinics to maintain EHR documentation and inventory controls.
Schedule and obtain Prior Authorization for bloodwork and Genetic Testing.
Schedule and send links to patients that are going to be seen via Telehealth.
Complete assigned Learning Management System (LMS) courses annually.