Medical Office Specialist (U) - Call Center (4962)

Southern Illinois University School of Medicine•Springfield, IL

3d•Onsite

About The Position

This position is crucial for the Center's success, serving as the primary point of contact and first impression for patients. The Medical Office Specialist interacts with patients face-to-face in the clinic or via telephone for appointment scheduling and medical information requests. While primarily focused on either front desk reception or the patient services phone center, all medical office positions require cross-training for staffing needs. The role involves non-clinical duties such as scheduling, registering patients, updating records in the practice management system, and cashiering. This specialist also acts as a resource for other medical office staff and assists in training new employees.

Requirements

Any one or any combination totaling two (2) years (24 months) from the following categories:
College education with coursework in a medical or para-medical field (e.g., nursing assistant, medical assistant, medical secretary) and/or business fields (e.g., business, finance, computer science, public administration, social science), with a conversion rate of 30 semester hours = 1 year (12 months), Associate’s Degree (60 semester hours) = 18 months, 90 semester hours = 2 years (24 months).
Work experience comparable to that performed at the Medical Office Associate level or in other positions of comparable responsibility.

Responsibilities

Performs reception duties including greeting and interviewing patients, obtaining demographic information, and entering/reviewing data.
Generates patient charge ticket labels and related materials.
Prepares patient forms, ensures signatures, and assists with form completion and comprehension.
Ensures charge ticket labels are generated for all outpatient appointments.
Collects co-payments at the time of service.
Prepares daily deposit monies, receipt log, and cash reconciliation.
Coordinates interpreters for patients with special needs.
Maintains the clinical reception area to ensure patient comfort and a professional environment.
Answers the telephone professionally.
Schedules patient appointments according to protocols.
Registers new patients in the practice management system following established protocols.
Works closely with the Patient Arrival Team to complete registration and insurance information for new patients.
Screens calls for physician and nursing staff and initiates phone notes in Touchworks for routing.
Answers incoming calls and refers them to the appropriate person using directories.
Discerns the urgency of requests using protocols and ensures prompt attention.
Maintains operating knowledge of information systems: Centricity Business, Touchworks, Web Exchange, Symposium Telecom System.
Monitors calls on hold using the Symposium System Log to assess wait times and meet service standards.
Serves as a resource for other staff in the unit and assists in training new staff.
Assists in assigning medical record numbers to paper information for scanning into the electronic chart.
Scans patient information into the scanning system for Health Information Management Staff to index into the EMR System.