Practice Associate III - Senior Medical Secretary

Job Description

Top Healthcare Provider Network

The 61st Street Service Corporation, provides administrative and clinical support staff for ColumbiaDoctors . This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors’ practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

Opportunity to grow as part of the Practice Associate Career Ladder!

Job Summary:

Now Hiring for Multiple Positions in White Plains. The Practice Associate III is an experienced professional with in-depth knowledge of patient registration processes other front end administrative work. The Practice Associate III is responsible for ensuring an exceptional patient experience during patient arrival, patient interactions relating to registration and appointment scheduling as well as other administrative inquiries. The Practice Associate III is part of a team that delivers an exceptional patient experience through kindness, inclusion, integrity, accountability, and excellence

Job Responsibilities:

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• Greet patients and visitors & answer patient telephone calls promptly.
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• Review the daily and weekly schedule frequently to ensure accuracy of the visit provider, appointment duration, patient insurance participation status with the visit provider, visit reason, and visit type. Proactively resolve issues discovered in the review with limited involvement of the patient.
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• Obtain all required registration and intake information from patients necessary for an efficient check-in process; verify and/or update any new insurance eligibility, benefits, or other information prior to the start of the patient appointment in the electronic health record (EHR); accurately indicate arrivals, cancellations, and no-shows in the EHR.
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• Schedule follow-up appointments, referrals, and other related tests as requested by the provider. Obtain prior authorizations and referrals for follow up care as needed by insurance plan.
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• Coordinate and schedule office visits and procedures. Schedules ancillary services on behalf of patient and prepares requisitions.
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• May collect all time-of-service and past due payments prior to the start of the appointment. Settle cash drawer in the EHR on a daily basis.
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• Communicates insurance participation, financial responsibility (if applicable) and time of service policy to patient population.
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• May rotate to other sites and serve as Team Lead an/or Preceptor. May supervise tasks and determine resolution and/or escalate as appropriate.
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• May assist Supervisor/Manager with special projects as needed.
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• Serve as first point of escalation for complex cases or scheduling issues.
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• Assist with educational sessions to train new staff in front-end processes. Mentor Level I and Level II staff. Assist with onboarding.
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• Resolve escalated insurance related cases. Escalate issues for resolution if and when appropriate. Track and follow through for complete resolution. Make recommendations to update/revise procedure or workflow as needed.
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• Lead a collaborative team environment. Facilitate team discussions about complex patient scheduling needs. Help identify solutions and take ownership for resolving scheduling conflicts. Communicate with management team and care providers to resolve scheduling issues. Collaborate with all coworkers and follow up as appropriate regarding reported complaints, problems and concerns.
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• Performs other related duties as assigned.
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Job Qualifications:

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• High school diploma or equivalency is required.
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• A minimum of 5 years’ relevant experience.
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• Advanced knowledge/proficiency of Medical Terminology.
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• Strong organizational and problem-solving skills, and the ability to set priorities among multiple competing objectives, tasks and initiatives is required.
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• Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations.
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• Excellent relationship management skills including, but not limited to, emotional intelligence, interpersonal skills, empathy, and ability to handle situations with respect, tact and sensitivity.
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• Candidate must demonstrate excellent verbal and written communication skills.
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• Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
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• Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
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• Ability to mentor teammates and demonstrate professional and compassionate manner while conveying a positive image of the practice. Encourage positivity and adaptability to new and changing situations.
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• Prior experience in EPIC/EHR is preferred.
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• Prior experience in a medical office setting or customer service environment is preferred.
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• Bilingual English/Spanish a plus.
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