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About the Role
Performs a variety of independent administrative support functions and customer service duties. Schedules patient appointments, tests, or procedures, responds to patient calls, provides instruction and support to staff for communicating with patients, and may act as a liaison between providers and external specialists. Serves as a preceptor and resource to new staff members.
Responsibilities
- Respond to patient calls providing general information and education.
- Greet patients, provide questionnaires, answer questions, assist with forms and technology, and manage appointment delays.
- Assess patient needs without appointments and process requests for prescriptions, forms, appointments, or direct communication with clinical support.
- Review schedules daily for accuracy, make adjustments, manage worklists, and reschedule patients to ensure full booking and meet patient needs.
- Complete patient follow-up needs as directed by the After Visit Summary.
- Receive and process incoming phone calls from providers, staff, external offices, and patients.
- Monitor and complete system messages in a timely manner.
- Monitor incoming faxes, review, and determine proper course of action.
- Review provider schedules at end of day to identify and contact patients requiring follow-up and process letters to no-shows.
- Support providers and staff in addressing patient questions/concerns and provide instruction on communication.
- Monitor the waiting room for patients in distress, respond to minor concerns and complaints using service recovery tactics, and report all concerns to supervisor/manager.
- Manage multiple in-baskets by monitoring, prioritizing, and routing messages, and complete assigned tasks.
- Act as a liaison between primary care providers and specialists outside DH.
- Participate in initiatives to improve department workflows and policies and procedures.
- Deliver mail to the mail room, pick up mail for distribution, complete monthly tracers, and perform weekly BCA system checks.
- Build and edit templates and override schedules when needed.
- Act as a preceptor for new staff members, providing on-the-job training and input into performance check-ins.
- Serve as a resource for clinical secretaries for questions and problem-solving.
- Collaborate with others throughout the system.
- Perform other duties as required or assigned.
Requirements
- High school graduate with 2-3 years of administrative support experience or equivalent required.
- Previous experience working in a medical setting preferred.
- Knowledge of insurance benefit programs and medical terminology preferred.
- Ability to effectively interact with providers, staff, patients, and insurance plan representatives required.
- Must be able to prioritize multiple tasks and work independently.
- Must have prior computer experience, excellent communication skills, and attention to detail.
Skills
- Administrative support
- Customer service
- Patient scheduling
- Patient communication
- Interpersonal skills
- Problem-solving
- Computer proficiency
- Attention to detail
Experience Level
- 2-3 years of administrative support experience
Education Level
- High school graduate