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About the Role
Serve as the first point of contact for patients within the Bassett Healthcare Network, playing a key role in the patient-centered care team. This role focuses on providing administrative support to ambulatory patient care teams through excellent customer service, attention to detail, and interpersonal skills, ensuring a high-quality patient experience.
Responsibilities
- Serve as the first point of contact for patients.
- Demonstrate excellence in all patient and customer encounters.
- Provide administrative support to ambulatory patient care teams.
- Communicate clearly, accurately, and timely with nurses and providers regarding patients.
- Schedule patients accurately and appropriately for optimal care and provider efficiency.
- Collect demographic and financial information during scheduling and registration processes.
- Greet every patient in a courteous and friendly manner.
- Ensure new patients receive necessary informational packets.
- Raise emergent situations or expressed patient problems to Supervisor or Supervising Nurse.
- Answer phones within 3 rings using a specified greeting.
- End calls by asking patients if there is anything else needed.
- Take clear, complete, and accurate phone messages and follow up on them.
- Maintain operator statistics at or above institution standards.
- Offer patients the opportunity to sign up for MyBassett on the phone.
- Proactively keep patients informed of any provider schedule delays.
- Obtain all information necessary to complete the outpatient registration process.
- Accurately confirm attending PCP and Billing PCP.
- Ensure correct data capture and entry for regulatory agencies and compliance.
- Maintain required knowledge and proficiency in all core front desk functions.
- Support the collection of Advanced Beneficiary Notice signatures.
- Ensure corrections to demographics and insurance eligibility are made within 24 hours.
- Answer patient questions regarding the organization and services.
- Provide directions to appropriate clinical locations.
- Offer patients the opportunity to sign up for MyBassett in person.
- Schedule outpatient appointments to meet patient needs while following department guidelines.
- Accurately fill out the Interactive Face Sheet and confirm/update patient information.
- Ensure patient communication preferences are up to date.
- Remind patients that co-pay collection will be expected at the time of visit.
- Utilize available scheduling functions for optimal appointment selection.
- Perform edits of daily appointment schedules at the request of their Supervisor.
- Follow policy and procedure for rescheduling appointments and contacting patients.
- Direct requests from providers or staff to adjust appointment schedules to Supervisor for approval.
- Review the electronic Confirm List daily to confirm appointments.
- Review automated reminder lists as necessary.
- Process electronic or written requests for urgent referrals same day.
- Process electronic or written routine referral requests within 24-72 hours.
- Ensure complete and accurate information is recorded for referrals.
- Obtain prior authorizations and document them appropriately within the referral.
- Work the “Incoming” and “Outgoing” queues according to departmental standards.
- Follow up with “referred to” providers to ensure patients kept appointments and results were received.
- Display ownership of the entire patient experience.
- Convey payment due to patients and request payment method.
- Receive and receipt all payments with minimal errors.
- Maintain and balance cash drawer daily with minimal errors.
- Date stamp and deliver all incoming patient-related information.
- Complete basic patient demographic information on forms.
- Mail outgoing patient information.
- Prepare correspondence to patients and/or other entities as directed.
- 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 assigned HIM location.
- 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.
- Adapt to various workflows, processes and policies.
- Go into the waiting area to greet patients and inform them of any delays.
- Identify patients using 2 identifiers.
- Communicate patient issues/concerns to providers.
- Ensure appropriate forms are given to all patients.
- Assist the patient to navigate through all stages of their visit.
- Access Patient Health Information only to perform job responsibilities.
- Keep Patient information confidential.
- Assume responsibility for continuing education by maintaining competency.
- Attend required in-services.
- Identify need for computer training or refresher courses and attend as necessary.
- Attend required staff meetings.
- Maintain job specific knowledge and proficiency.
- Maintain a thorough knowledge and understanding 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
- High School diploma or GED required.
- 1 Year minimum of Relevant Work Experience required.
- 1 Year minimum of Customer Service Experience required.
Skills
- Computer Skills
- Customer Service
- Time Management
- Maintain Confidentiality
- Interacting with People
Location
- Bassett Healthcare Network
Work Type
- Sedentary Work
- Full-time
Experience Level
- 1 Year minimum of Relevant Work Experience
- 1 Year minimum of Customer Service Experience
Education Level
- High School diploma or GED
- 2 Year / Associate degree may be considered towards one year of relevant work experience.
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 helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible.
- We provide 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.
Equal Opportunity
- We provide 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.