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About the Role
The incumbent in this job will perform various customer service duties including responding to inquiries, obtaining information, and providing information on Upper Room AIDS Ministry and its services within legal guidelines and agency policies. The primary responsibility is for the intake and registration of clients to the clinic, including insurance verification, fee assessment, and cashiering, presumptive eligibility for Medicaid, referrals, scheduling appointments and data input. The incumbents in this job have routine access to individually identifiable health information including the clients’ entire medical records on a need-to-know basis only.
Responsibilities
- Provide excellent customer service at all times
- Engage patient with a warm and friendly greeting
- Perform check ins, cancellations and rescheduling of client appointments
- Check alerts during check in
- Perform complete check outs (i.e. adding to recall list or scheduling follow-up)
- Ensure accuracy of all client and visit data daily, verifying patient demographics, insurance, homeless status, and visit status
- Input demographics and insurance information into EMR
- Prepare huddle sheets and attend daily huddles
- Call to inform patients when wait times exceed one hour
- Complete new patient welcome calls
- Answer telephones, direct calls and take accurate messages
- Determine the nature of patients’ visits for appropriate processes
- Maintain provider daily schedule for accuracy and correct as needed
- Schedule appointments
- Register new patients obtaining the required information and documentation (e.g., all client insurance, demographics etc.)
- Provide material and introduction to new patients
- Confirm if referrals are needed and are eligible
- Verify insurance coverage for all appointments
- Assist patients in understanding their medical coverage; provide assistance with prior authorization for the day’s visit if necessary
- Explain Health Center policy including payment of accounts and determine fee for service based on sliding fee schedule
- Disseminate information to clients, staff and others as appropriate
- Ensure completion and validation of all clients forms and documents including regular updates of information
- Create and maintain electronic patient records including the assignment of chart numbers
- Scan required documents in the EMR
- Complete HIPPA forms
- Release fax machine and distribute to team members
- Inform patient of wait times and apologize for any delay in services
- Promote use of patient portal and healthix at each visit
- Enroll patients in the patient portal, healthix and ADAP
- Refer clients to the referral specialist if necessary for additional information and assistance
- Collect, document and disburse revenue from patients including credit cards
- Maintain and reconcile an accurate cash drawer daily
- Notify patients of correct balance and set up payment arrangements
- Communicate important messages to the patients (e.g., monthly companion info, flu shot etc.)
- Offer limited set of resources to patients (Human United services and Prepare resource binder)
- Listen to and handle complaints or issues
- Appropriately escalate complaints or issues to supervisor
- Follow-up on referrals to see if their appointments have been kept
- Facilitate completion of waiting room surveys/assessments
- Obtain simple pre-authorizations for insurance coverage
- Active participation in all departmental CQI activities
- Promote linkages with other service providers
- Establish and maintain archive and active case records
- Preparation of data for reports
- Refer walk-in sick patients to the nurse for appropriate triage and prioritization
- Other duties deemed necessary to achieve the mission of the organization
Requirements
- Minimum associate degree in a health care related program or equivalent health care related college credits
- 5 years’ experience in medical or dental office required
- 3 years’ experience with managed care requirements and medical billing required
- Strong customer service acumen including customer needs assessment, meeting quality standards, and evaluation of customer service
- Ability to communicate and interact with others in a professional and courteous manner
- Well organized, paying attention to details
- Ability to write simple correspondence
- Ability to present information in one-on-one and small group situations
- Ability to calculate figures and amounts such as discounts, interest, proportions and percentages
- Ability to read and interpret documents such as safety rules, instructions, and procedure manuals
- Proficient in inputting data on a computer terminal in an accurate and efficient manner
- Knowledge of use of common office equipment
- Basic computer skills (Microsoft Word, Excel, Outlook, etc.)
- Experience with electronic medical record (eClinicalWorks and Dentrix preferred)
- Excellent organization skills
- Experience working with HIV/AIDS population
- Superior written and verbal communication skills
- Ability to work as an efficient team member
- Willingness to accommodate provider services outside of normal business hours
- Bilingual (English/Spanish or English/French) is a plus
- Must be able to lift and/or move more than 50 pounds
- Requires full range of body motion including handling and lifting patients, manual and finger dexterity and eye/hand coordination
- Requires sitting, standing and walking for extensive periods of time
- Frequently required to reach with hands and arms
- Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
- Ability to work with a moderate noise level in the work environment
Skills
- Customer service
- Intake and registration
- Insurance verification
- Fee assessment
- Cashiering
- Medicaid presumptive eligibility
- Referrals
- Appointment scheduling
- Data input
- EMR usage
- HIPAA compliance
- Patient portal promotion
- Cash drawer management
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- eClinicalWorks
- Dentrix
Location
- Harlem
Work Type
- Full-time
Experience Level
- 5 years experience in medical or dental office
- 3 years experience with managed care requirements and medical billing
Education Level
- Associate degree in a health care related program or equivalent health care related college credits
- Certificate in health care discipline (medical office assistant or medical billing) preferred
About the Company
- Harlem United is the parent company for Upper Room AIDs Ministry (URAM).
- URAM provides healthcare services from the Federally Qualified Health Center located in the heart of Harlem.
- We provide Primary Care, Specialty Care, Dental Care and Wellness Care to those seeking diagnosis and treatment.
- All employees of URAM are responsible to perform their job practicing good risk management, quality assurance, and delivering excellent internal and external customer service.