Patient Scheduling and Service Assistant

GENERAL SUMMARY:

Provides front-line support for patient scheduling, reception and office coordination for efficient and orderly department operations. Schedules patient appointments, enters patient data, completes filing/scanning/record maintenance tasks, and supports medical staff in providing patient care by assisting in patient/specimen/medication transport, maintaining room and office supplies and attending to routine patient needs.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Receives, greets, screens and directs patients, physicians, visitors and Medical Center personnel by telephone or in person; provides accurate responses in a friendly, helpful and courteous manner; relays accurate messages in a timely fashion.

3. *Calls patients prior to physician's clinic to confirm appointment date and time.(N/A to Labor and Delivery)

4. May perform opening and closing tasks related to the department as assigned. (N/A to Labor and Delivery)

5. *Ensures scheduling processes are followed and patient appointments are scheduled in a timely manner; utilizes computer to input data and retrieve information; collaborates with other departments to coordinate exams and treatments, minimizing fragmentation and enhancing patient satisfaction.

6. Registers incoming patients in person, initiating the medical record and patient account; obtains and data enters patient demographic and financial information in the Medical Center computer system; ensures data integrity, completeness and confidentiality.

7. *Contacts patients after 'No Show' appointments to re-schedule or follow-up as needed; returns phone calls to patients regarding scheduling, insurance or requested follow-up as needed. (N/A to Labor and Delivery)

8. *Generates, assembles, files, logs and distributes patient charts including forms, physician orders and labels according to patient type and specific departmental needs; enters patient care orders, may update patient's plan of care when new orders are processed, and may initiate insurance verification process as appropriate. (N/A to Labor and Delivery)

9. Reviews outpatient orders received from physician and/or physician staff, follows up on incompleteness; uses orders to transcribe into the medical center computer system and initiates the scheduling process as identified. (Patient Access, Specialty Clinic)

10. Assists in the transportation of patients, patient records and/or patient specimens/medications as requested; may obtain and/or deliver medications (drugs or biological) to appropriate patient-specific medication drawer, medication room or to medical staff. (N/A to Patient Access)

11. *Performs patient charge entry and reconciliation process by checking daily patient charges for accuracy; follows up with physicians or medical staff when incomplete or erroneous information is noted; acts as primary liaison with Patient Financial Services and Health Information Management regarding billing and patient record documentation; assures updated forms in drop box. (N/A to Patient Access, Specialty Clinic, Bryan Bariatrics)

12. *Maintains confidential environment when communicating patient information; promptly reports priority patient information to appropriate staff; exchanges accurate and thorough information with others by communicating clearly and following Bryan policies and procedures.

13. *Inventories, orders and maintains appropriate supply inventories for patient rooms and office areas; stocks patient rooms as needed; contacts vendors as needed to ensure proper equipment functioning and maintenance.

14. Attends hospital workshops, seminars, meetings and inservices to promote continuous self-development.

15. Performs a variety of clerical tasks which may include typing, recording/transcribing meeting minutes, alphabetizing, filing, photocopying or stuffing envelopes; sorts and routes incoming faxes/department mail and delivers out-going department mail to mail room.

16. Maintains patient logs, unit records and generates reports as requested.

17. *Trains co-workers and new personnel on work-related duties as assigned; reads, reviews and operationalizes new/revised policies and procedures to co-workers via email, posting, mailing, voice mail and meetings.

18. *Understands and operationalizes federal and state regulations and organizational policies regarding COBRA, Medicare, Corporate Compliance, Joint Commission, OSHA and HIPAA; reports all safety, privacy and regulatory concerns to Manager.

19. Assists clinical staff in rooming patients, obtaining and documenting vital signs, answering call lights and obtaining procedural consents. (Cardiac and Vascular Services, Specialty Clinic)

20. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

21. Participates in meetings, committees and department projects as assigned.

22. Performs other related projects and duties as assigned.

In addition to the principal job functions contained on the primary job descriptions, the following duties are also required in the department noted above.

1. Updates changes to initial patient appointments including demographic and financial information, date/time change or cancellation to ensure complete and accurate data entry and/or paper files; notifies appropriate staff of changes when applicable.

2. Exchanges accurate and thorough information with customers by communicating clearly to meet desired outcomes.

3. Describes medical center payment policies and expectations, provides financial options to patients, explains insurance coverage and responsible party obligations; communicates non-contracted insurance coverage to the patient; delivers a notice of non-coverage when necessary; obtains and witnesses necessary signatures on medical center forms.

4. *Prepares and provides patients with an estimate, if one is warranted, for their expected services. Collects and/or counsels on expected payment due.

5. Collects payments according to area procedure; writes receipts and acts as cashier, including balancing of petty cash per department specific procedure; secures/releases patient valuables (money, credit cards, jewelry, etc.), writes receipts and maintain log/audits; secures motel/respite rooms for patients and/or families as needed.

6. Distributes/audits working reports related to registration, including those associated with charges, Medicare audit, and others related to department needs; follows computer downtime procedures.

7. Reads, reviews and operationalizes new/revised policies and procedures via email, posting, voicemail and meetings.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

EDUCATION AND EXPERIENCE:

High School diploma or equivalency required. Minimum of two (2) years experience in a medical office or medical-related patient accounts or registration experience required. Medical Terminology training/education preferred.