Medical Administrative Clerk, Senior

Responsibilities

• Serve as a support person and first point of contact for patients, staff, and guests at the clinic.
• Perform administrative tasks related to patient check-in and provide remote administrative support during clinic closures.
• Execute all Medical Administrative Clerk (MAC) essential duties as outlined in the MAC job description.
• Support training of medical administrative clerks, including completing orientation checklists and MAC competencies, under the guidance of the Administrative Supervisor and Practice Administrator.
• Open the front office and manage all associated duties.
• Handle end-of-day processing and documentation, including preparation and completion of deposits.
• Investigate and research complex patient issues, scheduling, and potential billing concerns.
• Act as a subject matter expert in insurance eligibility and coverage.
• Monitor telephone activities for volume and efficiency, providing additional support as needed.
• Monitor patient registration workflow volumes and provide support to alleviate bottlenecks, ensuring efficient front-end processing.
• Serve as a backup for the Administrative Supervisor when necessary.
• Accurately document, communicate, and escalate patient concerns to site leadership.
• Serve as the primary or secondary contact for all vendors and contracted services, including housekeeping, laboratory, and security.
• Utilize various software systems for front-end desk and administrative duties.
• Act as the primary or secondary point of contact for IT services (SPOC), including reconciliation of IT equipment and inventory.
• Manage supply orders and site equipment, including facility management.
• Analyze team member data/metrics and discuss professional development with the Administrative Supervisor.
• Support, organize, and execute events, meetings, and team-building activities in collaboration with the Administrative Supervisor and/or Practice Administrator.
• Work remotely to support the healthcare team with administrative duties during site closures (e.g., weather events or emergencies).
• Perform all duties ethically and in accordance with the Code of Conduct and IMPACT Statement.
• Complete other job-related duties as assigned.

Requirements

• High School Diploma or equivalent.
• At least one year of experience in registration or front office duties in a dental office, physician’s office, hospital emergency department, and/or urgent care setting.

Skills

Knowledge of:

• Healthcare office concepts, practices, policies, and procedures.
• Insurance verification procedures.
• Microsoft Office Applications (Word, Excel, Outlook).
• HIPAA and Joint Commission guidelines and regulations.

Skilled in:

• Providing exceptional customer service.
• Verbal and written communications, including telephone and email etiquette and documentation.
• Working independently in a fast-paced, multi-task clinical environment, as well as part of a team.
• Effective problem-solving techniques.

Ability to:

• Understand data metrics in Epic EMR system, such as work queues, in-basket, and claim work queues.
• Work in a self-directed, organized manner.
• Multitask while maintaining strong attention to detail and accuracy.
• Present information in a consistent, organized, and accurate manner.
• Demonstrate flexibility and ingenuity in response to change.
• Develop and maintain effective working relationships across the organization at various levels, as well as with external customers.
• Maintain confidentiality.