Lead MOS

About the role

Reporting to the department manager/director or delegated clinic authority, this position supports the functions necessary to accomplish the department's objectives, including telephone support, patient accounting, clinical support, patient scheduling, registration, and patient discharge.

Responsibilities

• Act as the point person for requested changes in the clinic appointment template.
• Update fellow MOSs on EPIC changes.
• Review and complete the NO SHOW report and forward it to the Clinic Director.
• Correct billing errors in the registration work queue.
• Review daily schedules and confirm accuracy.
• Confirm appointments for all physicians and obtain insurance/demographics before appointments.
• Serve as the point of contact for front office staff.
• Precept for the MOS team.
• Monitor appointment schedules to ensure accuracy for clinic/non-clinic days.
• Track template times (lag times from check-in to check-out).
• Attend monthly MOS meetings, weekly staff meetings, and weekly Lead meetings.
• Coordinate lunch hours with fellow MOS staff.
• Coordinate fellow MOS schedules for surgery/urology.
• Open and distribute incoming mail daily.
• Coordinate with fellow MOS to prepare charts for clinic the day before, including information outside of EPIC.
• Work with the billing coordinator to ensure co-pays and deductibles are captured.
• Schedule patients for necessary procedures using the appropriate scheduling system.
• Gather pre-registration/pre-admission information.
• Reschedule patients upon request and document cancellations/no-shows.
• Notify clinic or medical staff when appropriate and document telephone encounters.
• Manage an appointment waiting list and contact patients for scheduling from a follow-up list.
• Call patients to confirm appointment times and provide pertinent information (e.g., attendance requirements, directions, parking).
• Review schedules/pre-registrations to identify potential duplicate medical record numbers.
• Identify patients with multiple same-day visits to match demographic and insurance data.
• Verify insurance eligibility and coverage for anticipated procedures.
• Obtain insurance authorizations from referring physicians and payors when necessary.
• Identify co-payment agreements for collection at the time of service.
• Maintain a correct balance of petty cash daily and close recurring accounts when appropriate.
• Reconcile insurance card copies with completed registrations.
• Batch reminder letters for families and physicians, unit-specific.
• Disseminate incoming office mail.
• Review schedules before the appointment date and assist in resolving scheduling conflicts.
• Prepare medical records before appointments (e.g., request records, prepare form packets, gather diagnostic reports).
• Batch appointment cancellation/no-show letters to families and physicians, unit-specific.
• Accurately register patients according to training guidelines when they present for services.
• Collect and record co-payments or prompt payment agreements and issue receipts.
• Make clear copies of insurance cards and ensure consent for care is obtained.
• Issue patient identification cards or wristbands as appropriate.
• Perform necessary follow-up scheduling at discharge.
• Reconcile medical records and process physician orders and/or referrals.
• Mark no-shows and no-shows to reschedule in the appropriate scheduling system.

Requirements

• High school diploma or GED; or one to three months of related experience and/or training; or equivalent combination of education and experience.
• BLS certification required within the first 90 days of hire.
• Flexibility to adapt to clinical operational hours.
• Maintain the utmost level of confidentiality.
• Travel to satellite locations may be required.
• Adhere to hospital policies and procedures, including flexing scheduled work hours.
• May be required to float to other clinics as needed.
• Demonstrate ethical business practices and personal actions that adhere to corporate compliance and integrity guidelines.
• Adhere to customer service standards and dress code set by the hospital and department.
• Demonstrate thoroughness, dependability, and excellent organizational skills.
• Detail-oriented with the ability to manage multiple tasks in a busy medical office environment.
• Effectively communicate and work with patients, family, and physicians.
• Work effectively as a team member.