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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

Provide administrative support to ambulatory patient care teams.
Communicate clearly, accurately, and timely with nurses and providers regarding patients.
Schedule patient appointments accurately for optimal care and provider efficiency.
Collect demographic and financial information during scheduling/registration for revenue capture.
Handle payment collection, cash handling, and insurance eligibility processing.
Act as a subject matter expert for specific job facets like scheduling, registration, and referrals.
Train new staff members on reception, call handling, registration, scheduling, and referral functions.
Greet patients courteously and ensure their needs are met.
Provide new patients with necessary information packets, including Advance Directive and Health Information Privacy documents.
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 there is anything else assistance can be provided.
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 over the phone.
Proactively inform patients of any schedule delays.
Obtain all necessary information for the outpatient registration process, ensuring accuracy.
Confirm attending PCP and Billing PCP when appropriate.
Ensure correct data capture and entry for regulatory and compliance requirements.
Maintain required knowledge and proficiency in core front desk functions.
Support the collection of Advanced Beneficiary Notice signatures and form processing.
Correct missing information in the Bassett system within 24 hours.
Answer patient questions regarding 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, offering alternatives when appropriate.
Update patient preferences for communication to ensure satisfaction with appointment reminders.
Remind patients of co-pay collection at the time of visit.
Utilize scheduling functions to ensure optimal appointment selection for business operations and patient satisfaction.
Perform edits of daily appointment schedules as requested by supervisor.
Follow policy and procedure for rescheduling appointments and contacting patients directly.
Direct requests from providers or staff to adjust appointment schedules to Supervisor for review.
Review the electronic Confirm List daily to confirm appointments with patients.
Review automated reminder lists as necessary.
Process electronic or written requests for urgent and routine referrals.
Ensure complete and accurate information is recorded for referrals to support reimbursement, compliance, and patient care.
Obtain prior authorizations as needed and document appropriately.
Work the “Incoming” and “Outgoing” referral queues according to departmental standards.
Follow up with referred providers to ensure patients kept appointments and results were received.
Display ownership of the entire patient experience, including scheduling, registration, and referral duties.
Act as a subject matter expert in scheduling functions and departmental protocols.
Act as a subject matter expert in registration functions.
Attend Patient Access Review Sessions (PARS) and share learnings with the team.
Obtain prior approval or prior authorization as needed.
Communicate referral appointment and instructions to patients.
Perform referral coordination, including completing Open Referrals and/or referral tracking queues.
Alert Manager or Supervisor of referrals that cannot be completed due to missing information.
Act as a subject matter expert in electronic referral queue processes.
Convey payment due to patients based on insurance information and request payment method.
Receive and receipt all payments accurately.
Maintain and balance cash drawer daily.
Accurately prepare daily cash up.
Perform Petty Cash record-keeping and management accurately and timely.
Date stamp all incoming patient-related information and deliver it to the appropriate provider or staff member.
Complete basic patient demographic information on forms before delivering to nurse or provider.
Mail outgoing patient information according to Bassett Policy.
Prepare correspondence to patients and/or other entities as directed.
Prepare outside patient health information for scanning per Document Imaging procedures.
Complete indexing and scanning of hard-copy patient health information into the electronic health record.
Send requests for medical record releases to the assigned HIM location for processing.
Process same-day requests for Medical Records for patient care continuity.
Maintain appropriate inventory of office supplies and required 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, performing similar office functions.
Adapt to various work-flows, processes, and policies to support operations and patient care.
Greet patients in the waiting area and inform them of any delays or changes.
Identify patients using two identifiers (e.g., name and date of birth).
Communicate patient issues/concerns to providers.
Ensure appropriate forms are given to all patients depending on appointment type and/or specialty.
Assist patients in navigating through all stages of their visit.
Access Patient Health Information only to perform job responsibilities and maintain confidentiality.
Perform daily maintenance on the BCA device and report any issues.
Act as a lead in ordering supplies through the on-line module.
Ensure all downtime forms are accurate and up-to-date.
Act as a lead in the event of a planned or unexpected system downtime.
Act as a lead during a code, ensuring staff perform necessary actions and completing paperwork.
Take minutes at appropriate meetings and prepare them for distribution.
Maintain electronic databases, documents, and shared folders as appropriate for the department.
Assume responsibility for continuing education by maintaining competency in required programs.
Attend required in-services.
Identify the need for computer training or refresher courses and attend as necessary.
Attend 85-90% of all staff meetings, reviewing minutes of missed meetings.
Maintain job-specific knowledge and proficiency by attending meetings, training, and reading documentation.
Maintain a thorough knowledge and understanding of insurance and local carrier’s medical coverage policies.
Attend 6 educational opportunities per year.
Prepare a presentation for co-workers annually regarding a training session or researched work topic.
Be trained to be a SuperUser in at least one EPIC function (Cadence, Referrals, etc.).
Perform similar or related duties as requested or directed.

Requirements

Minimum 2 years relevant work experience required.
Minimum 2 years customer service experience preferred.
Ability to adapt to various work-flows, processes and policies.
Patient Health Information is accessed to perform job responsibilities and for no other reason.
Patient information is kept confidential and discussed on a need-to-know basis only.
Ensures that the daily maintenance on the BCA device is performed and reports to IT or Supervisor any issues.
Ensures all downtime forms are accurate and up to date.
Ensures all staff are performing necessary actions during code (ie. Code Pink/Purple – checking bathrooms, stairways and elevators) and are kept up to date as the code progresses.
Completes any necessary paperwork needed as part of the code (ie. Code Red).
Maintains electronic databases, documents, shares folders etc., as appropriate for department.
Assumes responsibility for continuing education by maintaining competency in programs required for daily responsibilities, including clinical information systems, office automation systems and insurance issues.
Attends required in-services as requested by supervisor.
Identifies need for computer training or refresher courses and attends as necessary.
Attends 85-90% of all staff meetings as appropriate, reviewing minutes of any meetings missed with no more than 1 unexcused absence per year as measured by supervisory audit.
Maintains job specific knowledge and proficiency (may include insurance, scheduling, charge coding information and creation of open referrals) by attending meetings, training and reading all pertinent training documentation and memos as documented on annual in-service record.
Maintains a thorough knowledge and understanding of insurance and local carrier’s medical coverage policies as they relate to the Appointment.
Required to attend 6 educational opportunities per year, such as BIL opportunities, PARS opportunities etc.
Prepare a presentation for co-workers at least once annually regarding a training session that you have attended or a relevant work topic that has been researched.
Is trained to be a SuperUser in at least one EPIC function (Cadence, Referrals, etc.).

Skills

Computer Skills
Customer Service
Time Management
Teaching
Maintain Confidentiality
Interacting with People
Excellent customer service
Attention to detail
Interpersonal skills
Clear, accurate, timely communication
Subject matter expert for scheduling, registration, referrals
Training new staff
Courteous and friendly greeting
Accurate phone message taking
Operator statistics
Accurate data capture and entry
Knowledge of insurance eligibility and verification
Knowledge of regulatory and compliance monitoring
Knowledge of Medicare regulations
Knowledge of standard operating procedures
Scheduling guidelines
Knowledge of scheduling functions (Auto Search, Combine Departments, Schedule Scanner)
Knowledge of policy and procedure for rescheduling appointments
Knowledge of electronic Confirm List
Knowledge of automated reminder lists
Referral processing
Knowledge of standard operating procedure for referrals
Prior authorization processes
Referral coordination
Knowledge of electronic referral queue processes
Cash handling
Petty Cash record-keeping
Document Imaging procedures
HIM procedures
Office supply inventory management
Record keeping and filing systems
Clinic opening and closing procedures
Adaptability to work-flows, processes, and policies
Patient identification using two identifiers
Communication of patient issues/concerns
Knowledge of appropriate forms for appointment types
Assisting patients through visit stages
Maintaining confidentiality of patient information
BCA device maintenance
On-line supply ordering module
Downtime procedures
Code procedures
Meeting minute taking
Electronic database maintenance
Continuing education
Clinical information systems
Office automation systems
Insurance issues
Staff meeting attendance
Job specific knowledge (insurance, scheduling, charge coding)
Insurance and carrier medical coverage policies
Educational opportunities
Presentation preparation
EPIC SuperUser (Cadence, Referrals)

Location

Bassett Healthcare Network

Work Type

Full-time

Experience Level

Minimum 2 years relevant work experience
Minimum 2 years customer service experience preferred

Education Level

High School Diploma or GED, preferred
2 year / Associate Degree, preferred
An Associate degree may be considered toward one year of relevant work experience

Salary/Compensations

USD $17.32/Hr.
USD $25.98/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
And more!

About the Company

Bassett Healthcare Network is committed to improving the health of patients 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.