Mail Services - Client Services Rep

JOB SUMMARY

An OSR is a multi-skilled person trained to facilitate medical practice operations. The OSR assists patients, the manager, physicians and clinical staff to ensure operational efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Identify yourself to internal and external customers by wearing your identification badge at all times.
Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
Deliver outgoing correspondence and mail to the mailroom and other locations as appropriate.
Collect incoming mail from the mailroom, sort, and deliver to the appropriate person in the department.
Maintain office supply inventory. Receive and deliver office supplies.
Run work-related errands for physicians or manager.
Prepare charge tickets for the next day appointments.
Answer telephones promptly and in a professional manner according to Corporate customer service standards. Take a comprehensive message when appropriate. If transferring the call, advise the patient prior to the transfer. Follow-up as appropriate to resolve the caller's issues.
Schedule patient appointments correlated between physician and testing schedules within the prescribed protocol.
Re-schedule patients as necessary, including removal of cancelled appointment from physician and testing schedules.
Prepare chart information for physician's daily as necessary by department.
Triage urgency of patient concerns and seek additional guidance where needed.
Obtain all authorizations and referrals necessary for medical and vision insurance plans.
Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
Verify and update demographics and verify insurance in the practice management system at each patient encounter.
Notify clinical staff patient has arrived and provide tech with appropriate documentation and information for the visit.
Collect all co-payments, deductibles, and other monies owed at the time of service. Follow established protocol for receipt writing, cash collections, and nightly deposits.
Check out patient according to office protocols.
Other duties as assigned.

CORPORATE CULTURE RESPONSIBILITIES

Follow established corporate and department-specific policies and procedures.
Attend all corporate and department-specific required training.
Uphold MCC's Purpose, Values, and Vision.
Abide by MCC's Corporate Culture Responsibilities.
Perform other duties as may be assigned cheerfully and willingly.
Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

Minimum education requirement is high school diploma, or equivalent.
Prior healthcare or ophthalmic experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications.
Preferred ability of typing 40 cwpm.
Proficient in use of English language both in written and verbal communication.
Must be able to communicate with individuals of varying socio-economic backgrounds.
Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Professional demeanor and recognition of privacy considerations for patients and families.
PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
Standing/Walking: Occasionally; activity exists up to 1/3 of the time
Keyboarding/Dexterity: Frequently; activity exists from &fac34; of the time
Ability to look at a computer screen for extended periods.
Ability to perform constant repetitive hands and finger motions.
Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time.
Talking (Must be able to effectively communicate verbally): Yes
Seeing: Yes
Hearing: Yes
EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
Must exhibit stable work behaviors daily.
Must possess adequate individual coping skills.
Ability to remain calm and professional regardless of workload or time constraints.
Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

Clinical/Medical practice front office environment
Exposed to frequent and constant interruptions in daily functions/schedule.
Must be available to customers and staff throughout the day.
May be required to work extended hours to meet department needs