Assistant, Clinical Administrative

About the Role

The Clinical Administrative Assistant (CAA) serves as the initial point of contact for patients and visitors. The CAA delivers the high standard of customer service necessary to maintain the overall patient experience and is responsible for various health center front-office administrative responsibilities in a high-intensity, fast-paced environment with critical impact on health center efficiency.

The role operates within the following frameworks:

• A Federally Qualified Healthcare Center Look-Alike (FQLA)
• A Patient Centered Medical Home (PCMH)
• Recognized by the National Committee for Quality Assurance (NCQA)
• Participant in an Accountable Care Organization (ACO)

Responsibilities

• Schedule patient appointments and follow-up visits
• Register patients and capture patient demographic information needed for the annual UDS report
• Comply with Red Flag Rules for photo identification
• Manage patient intake and check-out processes
• Handle patient information in the Electronic Health Records (EHR) system
• Understand multiple insurance dynamics, including copays, coverage, and navigation
• Verify insurance information from patients and comply with commercial and Medicaid insurance plan rules for services requiring prior authorization
• Ensure copays are collected at the time of visit
• Perform cash account management activities
• Provide self-pay patients with payment options and obtain Medicare ABN for non-covered services
• Ensure patients understand health center resources and available programs, such as:
  • Sliding fee discount program
  • Good Faith Estimate (GFE)
  • Outreach & Enrollment programs
  • Language services
  • After-hours coverage
• Ensure compliance with the availability and location of SDS and 990 binders for all TWC entities
• Understand role and responsibilities in an emergency to assist coworkers and patients
• Scan patient records into the EMR and create triages within the system
• Mail and receive new patient information packets
• Answer and return phone calls, and switch phones to night/weekend service
• Adhere to all HIPAA rules and regulations
• Participate in rotation of extended access hours, including late nights, weekends, and holidays
• Provide cross-coverage of other locations and service lines for continued patient support
• Perform other duties as assigned

Requirements

• Meet The Wright Center for Community Health and its affiliated Enterprise entities’ EOS People Analyzer Tool
• Buy-in and experience working in the EOS® model (strongly preferred)
• Mission-oriented; represents the enterprise professionally while demonstrating organizational pride

Qualifications

• High School Diploma or GED (minimum requirement)
• Previous front-office experience (1-2 years) in a high-volume medical practice (desirable)
• Bilingual (highly desired)
• Ability to adapt to changing priorities
• Ability to maintain accuracy and compliance with detail-oriented responsibilities
• Ability to maintain strict confidentiality
• Proficient computer skills and proven proficiency in technology and EMR workflows by the end of orientation
• Reliable and punctual
• Strong attention to detail
• Ability to perform effectively in a fast-paced environment with many changing priorities
• Professional and customer service-oriented to deliver quality care
• Ability to work independently and as part of a team
• Professional written and verbal communication and interpersonal skills
• Willingness to work a flexible schedule