Medical Office Rep

CommonSpirit Health•Carmichael, CA

About The Position

As a Medical Office Representative at our Dignity Health Medical Foundation clinics, now part of CommonSpirit Health, you’ll be the first to greet and prove excellent customer service to our patients, physicians and other visitors. You will be the primary phone contact for incoming calls to the clinic and effectively communicate and distribute all messages. Your success in this role comes from your enthusiasm to help others, work efficiently, and your empathy for our patients. This is the perfect opportunity if you are interested in growing your career in healthcare.

Requirements

High School Graduate General Studies, upon hire or High School GED General Studies, upon hire
Experience with standard office equipment and None, upon hire

Nice To Haves

Six (6) month's experience in an outpatient setting as a Medical Office Receptionist or An equivalent amount of experience in a high-volume customer service role in another industry/environment
6 months experience as a phone receptionist or health information associate within Dignity Health Medical Foundation
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
PROVIDES EXCELLENT CUSTOMER SERVICE: 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 information about appointment delays and offers solutions every 10 minutes.
DEMONSTRATES TECHNICAL COMPETENCE: 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 answering within 3 rings and keeping abandonment rates below 5%. 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 scheduled acceptable appointments/procedures per patient expectations and as outlined by department supervisor. Accurately completed 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. Follows all cashiering, batching, and end of day balancing procedures.
ACTS WITH A SENSE OF URGENCY: 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. Urgent within 1 hour, non urgent 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.
PRO-ACTIVELY CONTRIBUTES TO ORGANIZATIONAL EXCELLENCE: 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. Initiates ways to increase Physician productivity.
DEMONSTRATES EFFECTIVE STEWARDSHIP: 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. Initiates and offers ideas and solutions when problems arise.
CONTINUOUSLY CHALLENGES STATUS QUO: 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.