Medical Office Rep II

CommonSpirit Health•Sacramento, CA

23h•Onsite

About The Position

As a Medical Office Representative II at Dignity Health Medical Foundation clinics, now part of CommonSpirit Health, you will be the first point of contact for patients, physicians, and visitors, providing excellent customer service. You will manage incoming calls, distribute messages effectively, and contribute to a positive patient experience. This role is ideal for individuals interested in advancing their healthcare careers. Your daily activities will involve collecting and updating patient demographics and insurance information, verifying health plan eligibility, taking accurate messages, and scheduling appointments using an electronic practice management system. You will also perform other clerical duties to support clinic operations, patient care initiatives, and departmental goals. This includes consistently demonstrating customer service expectations, maintaining a positive and empathetic attitude, using scripted greetings and closings, proactively greeting patients, engaging in professional conversations, and keeping patients informed about appointment delays. You will also be responsible for accurately scheduling appointments and procedures, completing necessary forms (ROI, HIPAA), retrieving patient medical information, managing and prioritizing tasks, collecting payments, entering referrals and authorizations, and following up on their status. The role also involves identifying opportunities for improvement, collaborating with others, seeking assistance when needed, staying informed, responding promptly to calls and requests, resolving issues promptly, participating in team meetings, problem-solving, maintaining a clean workspace, adhering to dress code, being flexible with work hours and locations, properly utilizing and maintaining equipment, managing supplies and expenses, utilizing work time efficiently, adhering to attendance policies, referring complex billing questions to the billing office, documenting insurance information, encouraging feedback, seeking efficient solutions, asking questions, reporting issues, sharing ideas, verbalizing fire and disaster plans, meeting OSHA standards, attending required training, knowing the incident reporting system and compliance hotline, and adhering to patient confidentiality requirements.

Requirements

High School Graduate General Studies, upon hire or High School GED General Studies, upon hire
Six (6) months experience in an outpatient setting as a Medical Office Representative or an equivalent amount of experience in a high-volume customer service role in another industry/environment or 6 months experience as a Phone Receptionist or Health Information Associate within Dignity Health Medical Foundation
Prior experience in obtaining pre authorizations, retro authorizations and working up denials is an essential part of this position
None, upon hire

Nice To Haves

Experience with multi-line phones/ACD phones

Responsibilities

Collecting and updating demographics and insurance information
Verification of health plan eligibility
Taking complete and accurate messages
Scheduling mutually acceptable appointment times utilizing an electronic practice management system
Performing other clerical duties as needed and requested to support daily clinic operation goals, bench marks, and quality patient care initiatives per departmental guidelines
Consistently demonstrates customer service expectations as outlined in the Dignity Health Medical Foundation audit tools.
Consistently makes eye contact and smiles.
Demonstrates active listening with positive can do attitude.
Consistently respectful, concerned, and shows empathy.
Uses scripted greeting. "Thank you for choosing Mercy Medical Group this is (your name) how can I help you"
Uses scripted closing at every interaction. "Is there anything else I can do for you" Over the phone and as patients leave the clinic.
Consistently and proactively greets patients when within 3 feet of them.
Engages in professional business related conversations in patient areas and avoids personal conversations where patients may hear them.
Consistently states first name and wears name badge above the waist.
Keeps patient informed about appointment delays and offers solutions every 10 minutes.
Consistently demonstrates competence as outlined in the applicable Dignity Health Medical Foundation audit tools and job description.
Meets or exceeds telephone performance expectations consistently by Verifies and updates, patient demographics and insurance information.
Takes legible, clear, complete, and accurate messages per specific expectations outlined by applicable procedures and department supervisor.
Accurately and timely schedules acceptable appointments / procedures per patient expectations and as outlined by department Supervisor.
Accurately completes and documents ROI, HIPAA, and other forms.
Retrieves and prepares patient medical information as needed.
Routes, manages, prioritizes, and completes tasks every hour or per specific expectations as outlined by department supervisor.
Routes appropriate tasks when applicable to the proper individual or group per specific expectations as outlined by department Supervisor.
Accurate collection / data entry of payments and provides a receipt.
Enters referrals and authorizations within 24 hours of receiving them.
Follows up every day on all active and pending referrals and authorizations.
Keeps patients informed of the status of their referral or authorization.
Accurately within 24 hrs. schedules tests or procedures and provides patients with any preparation instructions needed.
Self initiative to identify opportunities and participate in improving physician efficiencies.
Proactively involves others as appropriate in planning and prioritizing work.
Quickly seeks assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something.
Consistently keeps self informed and prepared for any situation.
Quickly returns calls and responds to requests. Urgents within 1 hour, non urgents by end of the day if received by 4:30 and before noon the next day if received after 4:30.
When issues arise they are taken care of on the spot ASAP.
Participates in and supports team and department based meetings and projects.
Problem solves to maximize opportunities and minimize unnecessary steps.
Keeps work spaces and all patient areas clean and clutter free.
Maintains professional appearance and follows all dress code guidelines.
Flexible to change work hours/days, and floats to support others.
Utilizes and maintains equipment properly to minimize repair and service calls, maximize equipment longevity, and increase cost effectiveness.
Orders only necessary items, maintains PAR levels, and shares supplies to eliminate unnecessary spending.
Utilizes work time efficiently through proper time management.
Adheres to time and attendance policies and procedures.
Promptly refers patients to billing office for extensive billing questions.
Documents insurance cards, referrals, auths and other billing data.
Encourages feedback from patients and co-workers.
Seeks alternative ways of doing things quicker with less resources.
Asks questions.
Reports items that require attention.
Shares ideas and gives feedback.
Initiates and offers ideas and solutions when problems arise.
Can verbalize fire and disaster plan.
Meets all OSHA standards.
Attends all required training as scheduled.
Knows how to utilize incident reporting system and compliance hot line.
Adheres to all patient confidentiality requirements.