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About the Role

Serve as the first point of contact for patients, providing administrative support to care teams and ensuring a high-quality patient experience through excellent customer service, attention to detail, and interpersonal skills.

Responsibilities

• Greet patients courteously and provide a welcoming experience.
• Provide new and established patients with necessary informational packets.
• Escalate emergent situations or patient problems to a supervisor or supervising nurse.
• Answer phones within 3 rings using a specified greeting.
• End calls by inquiring if further assistance is needed.
• Take clear, complete, and accurate phone messages, following up as needed.
• Maintain operator statistics at or above institution standards.
• Offer patients the opportunity to sign up for MyBassett on the phone.
• Proactively inform patients of any schedule delays.
• Obtain and accurately enter/scan demographic and insurance information for patient registration.
• Confirm attending and billing PCP when appropriate.
• Ensure accurate data capture for regulatory and compliance requirements.
• Maintain proficiency in core front desk functions.
• Support the collection of Advanced Beneficiary Notice signatures.
• Correct missing information in the system within 24 hours.
• Answer patient questions about the organization and services, and provide directions.
• Offer patients the opportunity to sign up for MyBassett in person.
• Schedule outpatient appointments according to department guidelines.
• Accurately complete the Interactive Face Sheet and update patient information.
• Ensure patient communication preferences are up to date for appointment reminders.
• Remind patients of co-pay collection at the time of visit.
• Utilize scheduling functions for optimal appointment selection.
• Perform edits of daily appointment schedules as requested by supervisor.
• Review the electronic Confirm List daily to confirm appointments.
• Review automated reminder lists in a timely manner.
• Process electronic or written requests for urgent and routine referrals.
• Ensure complete and accurate information is recorded for referrals, including prior authorizations.
• Work 'Incoming' and 'Outgoing' queues according to departmental standards.
• Follow up with referred providers to ensure appointments were kept and results received.
• Take ownership of the entire patient experience, including scheduling, registration, and lobby experience.
• Convey payment due to patients and request payment method.
• Receive and receipt all payments accurately.
• Maintain and balance cash drawer daily.
• Date stamp and deliver incoming patient-related information.
• Complete basic patient demographic information on forms.
• Mail outgoing patient information.
• Prepare correspondence to patients and/or other entities.
• Prepare outside patient health information for scanning.
• Complete indexing and scanning of hard-copy patient health information.
• Send requests for medical record releases to the appropriate HIM location.
• Maintain appropriate inventory of office supplies and forms.
• Establish and maintain departmental record keeping and filing systems.
• Open and/or close clinic per divisional guidelines.
• Cover at other locations or departments as requested.
• Adapt to various workflows, processes, and policies.
• Greet patients in the waiting area and inform them of any delays.
• Identify patients using two identifiers.
• Communicate patient issues/concerns to providers.
• Ensure appropriate forms are given to patients based on appointment type.
• Assist patients in navigating through all stages of their visit.
• Access patient health information only for job responsibilities and maintain confidentiality.
• Maintain competency in required programs, including clinical information systems and office automation.
• Attend required in-services.
• Identify and attend necessary computer training or refresher courses.
• Attend staff meetings and review minutes of missed meetings.
• Maintain job-specific knowledge and proficiency.
• Maintain a thorough knowledge of insurance and local carrier's medical coverage policies.
• Attend at least 4 educational opportunities per year.
• Perform similar or related duties as requested or directed.

Requirements

• Minimum one year of relevant work experience required.
• Minimum one year of customer service experience preferred.
• An associate degree may be considered towards one year of relevant work experience.

Skills

• Computer Skills
• Customer Service
• Time Management
• Maintain Confidentiality
• Interacting with People
• Sedentary Work
• Grasping
• Lifting
• Pulling
• Pushing
• Reaching
• Repetitive motion
• Stooping
• Typing/clerical/dexterity
• Hearing
• Standing
• Talking
• Walking
• Seeing/monitor/computer use
• Visual acuity (color, depth, perception)
• Bodily fluids/bloodborne exposure awareness

Location

• Onsite

Work Type

• Full-time

Experience Level

• Entry Level
• 1+ year experience

Education Level

• High School Diploma or GED
• Associate Degree

Salary/Compensations

• USD $16.98/Hr.
• USD $25.47/Hr.

Benefits

• Paid time off, including company holidays, vacation, and sick time
• Medical, dental and vision insurance
• Life insurance and disability protection
• Retirement benefits including an employer match

About the Company

• Bassett Healthcare Network is committed to improving patient health through an innovative, patient-focused culture.
• Dedicated to helping the population served and communities achieve optimum health and enjoy the best quality of life possible.

Equal Opportunity

• Bassett Healthcare Network provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, or related condition), age, national origin or ancestry, citizenship, disability, marital status, sexual orientation, gender identity or expression (including transgender status), genetic predisposition or carrier status, military or veteran status, familial status, status as a victim of domestic violence, or any other status protected by law.