MCR at Phoebe Northwest

About the role

Performs business office functions within a medical clinic related to appointment scheduling, registration, claims management, cash collection, and medical records maintenance. Screens and refers all incoming calls and customers and/or patients, manages customer and/or patient flow, maintains current medical records, files secondary insurance, enters charges and payments, files secondary insurance, workers compensation claims, and corporate services claims, pursues collections daily, investigates patient billing inquiries, orders supplies and prepares mandatory computer generated reports. During times of high patient volume and/or to assist with coverage, may be asked to float to other PPG clinics.

Responsibilities

• Maintain patient flow and collect necessary data
• Manage patient flow to ensure that the patient is seen quickly and all information is available for treatment
• Create patient medical record folder for new patients and prepare medical record for use during physician visit
• Collect data as assigned such as vital signs, height, weight, etc.
• Manage medical records through established filing system
• Manage documentation including, but not limited to, transcription, incoming mail, diagnostic reports, copy requests, etc., to ensure data is available as needed to provide patient care
• Inquire of established patients if all information currently in the database is correct
• Take appropriate actions to ensure patient is informed of scheduled appointment
• Document and submit required information and data in a timely fashion
• Clearly and accurately document designated processes, policies, products, service offerings, etc.
• Ensure that documentation is tailored to expected readers/users
• Use correct terminology and conform to required style and format
• Collect, post and investigate patient payments in accordance with contractual agreements and financial obligation of the patient
• Inform or pursue patient's co-pays and other patient responsibilities at the date of service
• Operate the computer to enter patient's charges at time of completed services in a manner that will ensure accurate patient and insurance billing
• Accurately deposit or post all payments to appropriate cost center accounts in agreement with the explanation of benefits per departmental specifics
• Perform all necessary actions to ensure all respective insurance information is obtained and documented appropriately
• Accurately monitor or file all secondary insurance, workers compensation insurance and corporate services insurance claims in a timely manner
• Perform a methodical review of explanation of benefits and follow all denials and delinquent pending claims
• Investigate all patient billing inquiries
• Screen and refer all incoming calls and visits to ensure that accurate and timely communications are facilitated and that the Center is always presented in a positive manner
• Inquire into the physician's orders for next visit and schedule the patient's next appointment
• Attach all transcription notes to the medical record and file all charts in a timely and appropriate manner
• Enter into the database all information received from the change of address forms received from the post office, in a timely manner
• Assist in stocking, care and maintenance of department equipment and supplies
• Use proper procedures to inform management of defective office equipment
• Document all maintenance and repair to office equipment
• Prepare financial reports for respective area
• Take meeting minutes in accordance with department and hospital guidelines
• Adhere to the hospital and departmental attendance and punctuality guidelines
• Perform all job responsibilities in alignment with the core values, mission and vision of the organization
• Perform other duties as required and complete all job functions as per departmental policies and procedures
• Maintain current knowledge in present areas of responsibility (i.e., self education, attends ongoing educational programs)
• Attend staff meetings and complete mandatory in-services and requirements and competency evaluations on time
• Demonstrate competency at all levels in providing care to all patients based on age, sex, weight, and demonstrated needs
• For non-clinical areas, attend training and demonstrate usage of age-specific customer service skills
• Wear protective clothing and equipment as appropriate

Qualifications

• High School Diploma or GED - Required
• No experience (entry-level) of medical office experience - Required
• No experience (entry-level) of customer service experience - Required
• No experience (entry-level) experience with CPT and ICD-9 insurance coding - Preferred

Skills

• Organizational Skills
• Communication Skills
• Interpersonal Skills
• Customer Relations
• Mathematical
• Grammar Spelling
• Read Comprehend Written Instructions
• Follow Verbal Instructions
• Basic Computer Skills
• General Clerical Skills
• Motivational skills
• Self-starter

Core Competencies

• INTEGRITY: Earns others' trust by demonstrating consistency of values, principles, actions, methods, and outcomes; regarded as an honest person of steadfast character, lacking in ulterior motives or hidden agendas
• DECISION MAKING: Exhibits sound and accurate judgment in decision-making
• ACCOUNTABILITY & PERFORMANCE IMPROVEMENT: Takes responsibility for own actions, holds self and others to high ethical and performance standards, and continually strives to improve levels of individual, team, and organizational performance
• DIVERSITY AND INCLUSION: Exhibits behaviors that promote an inclusive workplace culture where all feel welcome, valued, respected, and heard. Such behaviors include respect for different perspectives, intentionally including diverse co-workers in decision making, voicing concern when others are being excluded, and fostering positive relationships with peers
• TEAMWORK & COMMUNICATION: Contributes to building a positive team spirit by offering assistance and support to co-workers, communicating clearly and effectively, and collaborating with others to ensure that team goals are consistently achieved
• CUSTOMER CENTERED SERVICE EXCELLENCE: Demonstrates commitment to the highest standards of customer satisfaction by displaying courtesy and sensitivity and responding promptly to customer needs
• QUALITY ORIENTATION: Promotes and participates in efforts to achieve and maintain uncompromising quality care
• FISCAL ACCOUNTABILITY - STAFF: Demonstrates the ability to understand and use financial information for the good of the organization