Outpatient Access Specialist-Orthopedics

St. James Hospital•Hornell, NY

just now

About The Position

Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling, eRecord task management, in-basket management, and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Assures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable service for the provider. Responsible for functions being completed in an accurate, efficient, and customer-friendly manner. Can be a resource to new staff. Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.

Requirements

High School Diploma or GED required.
2 years of related work experience in an administrative office or customer service field; or an equivalent combination of education and experience.
Must be detailed oriented and be passionate about customer service.
Excellent communication and organizational skills.
Ability to operate data entry keyboard.
Experience with multiple systems, including but not limited to MS Word, Excel, and PowerPoint.
Ability to read, write and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read, analyze and interpret common scientific/trade/technical journals. Ability to write reports, business correspondence, and procedure manuals.
Basic math skills and competency in creating figures such as proportions, percentages, rates, and/or ratios.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

Medical terminology knowledge preferred
Medical Terminology preferred

Responsibilities

Reception: Greets patients to initiate a positive ambulatory experience.
Requests patient identification, assures the use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, and identifies referring provider and primary care physician.
Directs patients to the next destination, and obtains signatures as needed (e.g. for insurance forms).
Identifies and assesses patients' special needs (e.g., interpreters).
Monitors reception area to assure patient needs are met.
Provides assistance to registration, insurance, and billing management when needed.
Updates patients regarding waiting time for the provider every 15 minutes.
Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations.
Registration: Collects patient demographic and financial information in an efficient customer-oriented manner asks specific questions of patients to verify information accuracy to establish a billable account.
Enters respective information into the electronic medical record and patient access /revenue cycle system.
Ensures completion of all appropriate forms by patients.
Requests contact information for confirmation purposes.
Appointment Scheduling: Schedules new and return visits to ambulatory care using the electronic medical record and patient access/ revenue cycle system monitors schedules, and reports problems to Supervisor.
Pre-registers patients for the next visit coordinates appointments for ancillary testing and/or referrals to other clinic sites.
Follows up on any missed appointments and/or cancellations.
Completes any correspondence or forms involved with appointment scheduling.
Schedules interpreters or other outside services to meet patient's needs (e.g., transportation).
Ensures patient satisfaction with visit prior to discharge from the area and prints After Visit Summary (AVS) at check-out when appropriate.
May assist with provider template changes.
Collect patient co-pays, prepare end-of-day deposits and reconcile any discrepancies.
Other: Telephone management and etiquette.
eRecord maintenance and performance analysis for reconciliation and efficiency improvement.
Customer interaction and assessment of situational urgency.
Various Clinic service tasks as assigned.