Medical Office Rep

Where You'll Work

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.
Dignity Health Medical Group - Sequoia, a service of Dignity Health Medical Foundation, is committed to serving the continuing health care needs of the Bay Area on the peninsula and beyond. With a growing list of primary and specialty care clinics, along with our local affiliated Dignity Health hospital (Sequoia Hospital), we offer an integrated care delivery system that provides primary care for family medicine and internal medicine, surgical services that include general, vascular, gynecological, cardiothoracic, and orthopedics, and a growing list of neurologist, cardiologists, endocrinologists, infectious disease and sports medicine specialists.

One Community. One Mission. One California


Job Summary and Responsibilities

As our Medical Office Representative, you will be the first to greet and provide excellent customer service to our patients, physicians and other visitors. You will be the primary phone contact for incoming calls to the clinic and effectively communicate and distribute all messages.


Every day you will collect and update demographics and insurance information, verify health plan eligibility, take complete and accurate messages, schedule mutually acceptable appointment times utilizing an electronic practice management system, and perform other clerical duties as needed and requested to support daily clinic operation goals, bench marks, and quality patient care initiatives.

To be successful in this role, you must bring enthusiasm to help others, work efficiently, and provide empathy for our patients.

• PROVIDES EXCELLENT CUSTOMER SERVICE :
  Consistently demonstrates customer service expectations as outlined in the Dignity Health Medical Foundation audit tools.
  Consistently makes eye contact and smiles.
  Demonstrates active listening with positive can do attitude.
  Consistently respectful, concerned, and shows empathy.
  Uses scripted greeting. "Thank you for choosing Dignity Health Medical Foundation this is (your name) how can I help you".
  Uses scripted closing at every interaction. "Is there anything else I can do for you" Over the phone and as patients leave the clinic.
  Consistently and proactively greets patients when within 3 feet of them.
  Engages in professional business related conversations in patient areas and avoids personal conversations where patients may hear them.
  Consistently states first name and wears name badge above the waist. Keeps patient informed about appointment delays and offers solutions every 10 minutes.
• DEMONSTRATES TECHNICAL COMPETENCE :
  Consistently demonstrates competence as outlined in the applicable Dignity Health Medical Foundation audit tools and job description.
  Meets or exceeds telephone performance expectations consistently by answering within 3 rings and keeping abandonment rates below 5%.
  Verifies and updates, patient demographics and insurance information.
  Takes legible, clear, complete, and accurate messages per specific expectations outlined by applicable procedures and department supervisor.
  Accurately and timely schedules acceptable appointments / procedures per patient expectations and as outlined by department Supervisor.
  Accurately completes and documents ROI, HIPAA, and other forms.
  Retrieves and prepares patient medical information as needed.
  Routes, manages, prioritizes, and completes tasks every hour or per specific expectations as outlined by department supervisor.
  Routes appropriate tasks when applicable to the proper individual or group per specific expectations as outlined by department Supervisor.
  Accurate collection / data entry of payments and provides a receipt.
  Follows all cashiering, batching, and end of day balancing procedures.
• ACTS WITH A SENSE OF URGENCY :
  Self initiative to identify opportunities and participate in improving physician efficiencies.
  Proactively involves others as appropriate in planning and prioritizing work.
  Quickly seeks assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something.
  Consistently keeps self informed and prepared for any situation.
  Quickly returns calls and responds to requests.
  Urgents within 1 hour, non urgents by end of the day if received by 4:30 and before noon the next day if received after 4:30. When issues arise they are taken care of on the spot ASAP.
• PRO-ACTIVELY CONTRIBUTES TO ORGANIZATIONAL EXCELLENCE:
  Participates in and supports team and department based meetings and projects.
  Problem solves to maximize opportunities and minimize unnecessary steps.
  Keeps work spaces and all patient areas clean and clutter free.
  Maintains professional appearance and follows all dress code guidelines.
  Flexible to change work hours/days, and floats to support others.
  Initiates ways to increase Physician productivity.
• DEMONSTRATES EFFECTIVE STEWARDSHIP :
  Utilizes and maintains equipment properly to minimize repair and service calls, maximize equipment longevity, and increase cost effectiveness.
  Orders only necessary items, maintains PAR levels, and shares supplies to eliminate unnecessary spending.
  Utilizes work time efficiently through proper time management.
  Adheres to time and attendance policies and procedures.
  Promptly refers patients to billing office for extensive billing questions.
  Documents insurance cards, referrals, auths and other billing data.
• CONTINUOUSLY CHALLENGES STATUS QUO :
  Encourages feedback from patients and co-workers.
  Seeks alternative ways of doing things quicker with less resources.
  Asks questions.
  Reports items that require attention.
  Shares ideas and gives feedback.
  Initiates and offers ideas and solutions when problems arise.

Job Requirements

Required

• High School Graduate General Studies, upon hire or
• High School GED General Studies, upon hire

Preferred

• less than 1 year Six (6) month's experience in an outpatient setting as a Medical Office Receptionist preferred; or an equivalent amount of experience in a high-volume customerservice role in another industry/environment; or 6 months experience as a Phone Receptionist or Health Information Associate within Dignity Health Medical Foundation and
• Experience with multi-line phones/ACD phones preferred. Medical terminology preferred., upon hire