MOA I - Float

Bassett Healthcare Network•Village of Cooperstown, NY

About The Position

The MOA I is the first point of contact for patients at Bassett Healthcare Network and a key member of the patient-centered care team. The role provides administrative support to ambulatory patient care teams through courteous customer service, accurate scheduling and registration, attention to detail, and timely communication with nurses and providers. It supports a high-quality patient experience and helps ensure accurate demographic, insurance, and financial information for appropriate care and revenue capture. The position handles reception and calls, outpatient registration, appointment scheduling, referrals, payment collection, cash handling, and general office support. It also assists patients in navigating their visits, maintains confidentiality of patient health information, and adapts to workflows across the network. This is a float role that may provide coverage at other locations or departments as requested, with orientation. The work is sedentary overall, with frequent clerical and computer tasks and occasional standing, walking, and other physical activities. No travel is required.

Requirements

High school diploma or GED.
At least 1 year of relevant work experience.
At least 1 year of customer service experience.
Computer skills.
Customer service skills.
Time management skills.
Ability to maintain confidentiality.
Ability to interact with people.

Nice To Haves

A two-year or associate degree may be considered toward one year of relevant work experience.

Responsibilities

Greet patients courteously and provide a welcoming first point of contact, including in-person and telephone interactions.
Answer calls promptly, take and follow up on accurate messages and prescription requests, and keep patients informed about provider delays.
Escalate emergent situations and patient concerns to the supervisor or supervising nurse and communicate relevant issues to providers.
Provide new patients, and eligible established patients, with welcome materials and advance directive information.
Complete outpatient registration and accurately enter or scan demographic, insurance, and regulatory information; verify primary care provider details and update patient information as needed.
Schedule and confirm appointments according to patient needs and departmental guidelines, offering alternate providers or locations when appropriate.
Maintain patient communication preferences, explain expected copay collection, and offer MyBassett enrollment by phone or in person.
Review appointment confirmation and reminder lists, make approved schedule edits, and follow procedures for rescheduling and contacting patients.
Process urgent referrals the same day and routine referrals within required timeframes; obtain and document prior authorizations when appropriate.
Work incoming and outgoing referral queues and follow up with referred-to providers to confirm appointments and receipt of results.
Collect and receipt patient payments, handle cash, and balance the cash drawer according to finance procedures.
Process patient-related documents, correspondence, forms, records, and medical record requests; prepare and scan or route health information according to procedures.
Maintain office supplies, forms, filing and record-keeping systems, and clinic opening or closing procedures, including handoffs where applicable.
Provide cross-coverage at other locations or departments as requested and adapt to different workflows and policies.
Identify patients using two identifiers, provide appropriate forms, and assist patients through all stages of their visit.
Access and discuss patient health information only as needed for job responsibilities and maintain confidentiality.
Maintain competency in required systems, insurance matters, and job-specific procedures; attend required in-services, training, educational opportunities, and staff meetings.
Perform similar or related duties as requested or directed.