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About the Role

Schedules appointments, tests or procedures, responds to patient calls, provides instruction/support to staff for communicating with patients and may act as liaison between providers & specialists outside of D-H.

Responsibilities

• Responds to patient calls providing general information and education.
• Greets patients arriving for appointments, provides appropriate questionnaire(s), answer questions and assists patients with completion of forms and use of technology, acknowledges any delays and keeps patient updated.
• Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments or need to speak directly to clinical support.
• Reviews schedules daily for accuracy in scheduling, needed ancillaries and incoming records and makes adjustments as needed.
• Reviews wait list, manages multiple e-DH worklists and reschedules patients to assure schedules are fully booked and patients’ needs are met.
• Completes any follow up needs for patients as directed by the After Visit Summary.
• Receives incoming phone calls from providers, other staff or external provider offices and patients.
• Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments or transfers the call.
• Monitors and completes system messages in a timely manner to meet patients’ needs.
• Monitors incoming faxes regularly and reviews each to determine the proper course of action in a timely manner.
• Reviews all provider schedules at the end of day to identify and contact those patients who require follow up and processes letters to no shows in accordance with current policy.
• Supports providers and staff in addressing patient questions/concerns.
• Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.
• Monitors the waiting room for patients in distress and seeks assistance when needed.
• Responds to minor patient concerns and complaints using service recovery tactics.
• Reports all concerns and complaints to supervisor/manager.
• Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages.
• Completes tasks as assigned by providers or clinical staff.
• Acts as liaison between primary care providers & specialists outside DH.
• Participates in initiatives to improve department workflows and policies and procedures.
• Delivers mail to mail room and picks up mail to be distributed within department on a daily basis.
• Completes monthly tracers and weekly BCA (Business Continuity Application) system checks.
• Performs other duties as required or assigned.
• Able to be a team player and collaborate with others throughout the system.

Requirements

• Ability to effectively interact with providers, staff, patients and insurance plan representatives a must
• Able to prioritize multiple tasks
• Must have prior computer experience
• Excellent communication skills
• Attention to detail

Skills

• Knowledge of insurance benefit programs
• Knowledge of medical terminology

Experience Level

• 1 year experience in provider office preferred

Education Level

• High school graduate or equivalent