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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. Provide administrative and/or clinical support to ambulatory patient care teams through excellent customer service, attention to detail, and interpersonal skills.

Responsibilities

Serve as the first point of contact for patients within the Bassett Healthcare Network.
Provide administrative and/or clinical support to ambulatory patient care teams.
Ensure a high-quality patient experience through excellent customer service, attention to detail, and interpersonal skills.
Provide clear, accurate, and timely communication to nurses and providers regarding patients.
Accurately schedule patients for optimal care and provider efficiency.
Collect demographic and financial information during scheduling and registration processes.
May have direct revenue responsibility through payment collection, cash handling, and processing of insurance eligibility.
May have direct patient care responsibilities.
Greet patients courteously and friendly, using a welcoming positive tone, words, and actions.
Provide new patients with a Welcome to Bassett Network Packet, including Advance Directive and Health Information Privacy documents.
Raise emergent situations or expressed patient problems directly to Supervisor or Supervising Nurse.
Answer phones within 3 rings using a 3-part greeting.
End calls by asking patients if there is anything else we can do for them.
Take clear, complete, and accurate phone messages or prescription requests using the electronic medical record messaging system.
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 delays in their providers' schedules.
Ensure patient preferences for communication are up to date for appointment reminders.
Act as a lead in service recovery and as a service liaison.
Train incoming new staff in reception and call handling functions.
May assign daily agent assignments for telephone queues.
Obtain all information necessary to complete the outpatient registration process, ensuring demographic and insurance information is correct and entered or scanned accurately.
Accurately confirm attending PCP and Billing PCP, when appropriate.
Ensure correct data capture and entry for regulatory agencies and compliance requirements.
Maintain required level of knowledge and proficiency in all core functions of front desk services.
Support the collection of Advanced Beneficiary Notice signatures and form processing.
Ensure all corrections (demographics, insurance eligibility, etc.) are made within 24 hours of system notifications.
Answer patient questions regarding the organization and/or services and provide directions.
Offer patients the opportunity to sign up for MyBassett in person.
Schedule outpatient appointments to meet patient needs while following department scheduling guidelines.
Accurately fill out the Interactive Face Sheet and confirm/update demographic and insurance information.
Remind patients that co-pay collection will be expected at the time of the visit.
Utilize all available scheduling functions to ensure optimal appointment selection.
Perform edits of daily appointment schedules at the request of their supervisor.
Reschedule appointments and contact patients directly to reschedule.
Direct any requests from providers or staff to adjust appointment schedules to Supervisor for review and approval.
Review the electronic Confirm List daily to confirm appointments with patients 24-72 hours in advance.
Review automated reminder lists as necessary in a timely manner.
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 as appropriate and document them within the referral.
Work the 'Incoming' and 'Outgoing' referral queues according to departmental standards.
Follow up with 'referred to' providers to ensure patients kept their appointments and results have been received.
Display ownership of the entire patient experience, including scheduling, registration, lobby experience, 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 appointment 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.
Train incoming new staff in registration, scheduling, and referral functions.
Have Template Builder security and be trained to create or update provider templates.
Run daily operational reports and process them.
Assist with monitoring referral Work queues and assigning daily work.
Alert supervisor when referral Queue thresholds have been exceeded.
Track trends for performance improvement initiatives.
Perform chart review in preparation for providers' clinics.
Ensure all necessary reports, lab-work, or films are available for the physician.
Assess language barriers and obtain authorizations & equipment if necessary.
Call and track pertinent patient information not received in clinic.
Ensure all necessary equipment and supplies are available for patients' visits.
Prepare medication refill messages by obtaining all required information.
Distribute patient literature as necessary.
Perform all point of care testing (glucometer, urinalysis, anticoagulation, etc.) as necessary per department.
Run controls on point of care testing equipment and update log books.
Perform EKGs per departmental protocol.
Greet patients in the waiting area and room them as soon as possible.
Identify patients using 2 identifiers (name and date of birth).
Document patient work-up information accurately, such as vital signs and intake questions.
Utilize the EMR clinical documentation system for patient care duties.
Support clinical scribe(s) in accordance with regulatory agency requirements and organizational standards.
Communicate patient issues/concerns to providers.
Clean and stock exam rooms on a daily basis or according to need.
Check medications and supplies for out-dates.
Monitor supply levels to improve inventory control.
Enter charges for supplies and clinical testing.
Display ownership of the entire patient experience, including rooming of patients, collection of vitals, and abstracting of external records.
Meet yearly competency requirements.
Act as a liaison with external providers' offices when necessary.
Ensure all orders have been pended in the electronic medical record if necessary.
Act as a Subject Matter Expert in all patient flow related duties.
Convey to patients what payment is due 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.
Assist with any cash drawer errors or discrepancies.
Assist with reconciling any cash management reports.
Date stamp all incoming patient-related information and deliver to the appropriate provider or staff person.
Complete all basic patient demographic information on forms.
Mail outgoing patient information such as lab letters and completed forms.
Assist with routing forms to appropriate Bassett departments.
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 routine or subpoenaed medical record releases to the assigned HIM location.
Process same-day requests for Medical Records for patient care continuity.
Seek assistance from HIM resources with any questions about processing a release or what information to release.
Maintain appropriate inventory of office supplies and required forms.
Establish and maintain departmental record-keeping and filing systems.
Classify, sort, distribute, and/or file correspondence, articles, mail, records, and other documents.
Open and/or close clinic per divisional guidelines.
Follow proper procedures for accessing secure areas.
Cover at other locations or departments as requested, performing like office functions.
Adapt to various work-flows, processes, and policies.
Maintain sufficient clinic supplies and required forms for daily operations.
Inform patients of any delays or changes in their appointment.
Ensure appropriate forms are given to all patients depending on appointment type and/or specialty.
Assist the patient to navigate through all stages of their visit.
Perform monthly or quarterly environmental rounds.
Access Patient Health Information only to perform job responsibilities and for no other reason.
Keep patient information confidential and discuss on a need-to-know basis only.
Perform monthly Performance Improvement tracers and audits.
Ensure daily maintenance on the BCA device is performed and report issues.
Act as a lead in ordering supplies through the on-line module.
Act as a lead for checking inventory and ordering clinical supplies.
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 for any policy, procedure, or technology changes.
Act as a lead in the event of a code, ensuring staff perform necessary actions.
Take minutes at all appropriate meetings and prepare them for distribution.
Maintain electronic databases, documents, and shared folders.
Create staffing assignment schedule and submit to supervisor for approval.
Rearrange staffing schedule as staff request days off or call in sick.
May help to prepare presentations.
May assist with weekly cycle counts for Willow.
Attend required in-services.
Identify need for computer training or refresher courses and attend as necessary.
Attend 85-90% of all staff meetings, reviewing minutes of any meetings missed.
Maintain job-specific knowledge and proficiency in insurance, scheduling, charge coding, and creation of open referrals.
Maintain a thorough knowledge and understanding of insurance and local carrier’s medical coverage policies.
Maintain job-specific knowledge and proficiency in point of care testing, phlebotomy, and departmental competencies.
Maintain a thorough knowledge and understanding of Bassett policies and procedures as well as regulatory competencies.
Attend at least 8 educational opportunities per year.
Prepare a presentation for co-workers annually regarding a training session or work topic.
Be trained to be a SuperUser in at least one EPIC function.
Show interest in the organization by attending Town Hall or other similar meetings or by joining committees.
Perform similar or related duties as requested or directed.

Requirements

High School Diploma or GED, preferred
Relevant work experience, required
Associates degree or higher may be substituted
Experience in customer service, preferred
BLS certification within 6 months of date of hire

Skills

Computer Skills
Customer Service
Time Management
Multi-Tasking
Communication
Training

Location

Bassett Healthcare Network

Work Type

Full-time

Experience Level

Entry Level

Education Level

High School Diploma or GED
Associate's Degree

Salary/Compensations

USD $18.02/Hr. - USD $27.03/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.