Medical Office Assistant II

About the role

The Medical Office Assistant II serves as the first point of contact for patients within the Bassett Healthcare Network. This is a key role in the patient-centered care team, demonstrating excellence in all patient and customer encounters including face-to-face and telephone interactions. You will provide administrative support to ambulatory patient care teams through excellent customer service, attention to detail, and strong interpersonal skills.

Responsibilities

• Reception/Call Handling
  • Greet every patient courteously and positively, ensuring new patients receive a Welcome to Bassett Network Packet (Advance Directive information, Health Information Privacy documents, and brochures). Provide Advance Directive information to established patients over 18 as needed.
  • Escalate emergent situations or patient problems to a Supervisor or Supervising Nurse.
  • Answer phones within 3 rings using a 3-part greeting: department name, your name, and “How may I help you?”
  • End calls by asking if there is anything else needed.
  • Take clear, complete, and accurate phone messages or prescription requests using the electronic medical record system and follow up to ensure patient needs are met.
  • Maintain operator statistics at or above institutional standards.
  • Offer patients the opportunity to sign up for MyBassett over the phone or in person.
  • Keep patients informed of any delays in provider schedules.
  • Train incoming staff in reception and call-handling functions.
• Registration/Appointment Scheduling/Referrals
  • Complete outpatient registration, ensuring demographic and insurance information is accurate and entered or scanned into the system.
  • Confirm attending and billing PCPs as appropriate.
  • Ensure data capture (e.g., MSPQ) meets regulatory and compliance requirements.
  • Maintain proficiency in core front-desk functions, including insurance eligibility and verification.
  • Support collection of Advanced Beneficiary Notice signatures for Medicare compliance.
  • Correct missing items from work queues within 24 hours of system notifications.
  • Answer patient questions about services and provide directions to clinical locations.
  • Schedule appointments following department guidelines, offering alternate providers or locations when needed.
  • Update and confirm patient demographic and insurance information using the Interactive Face Sheet.
  • Ensure patient communication preferences are up to date for appointment reminders.
  • Remind patients of co-pay expectations at the time of visit.
  • Utilize scheduling tools (e.g., Auto Search, Combine Departments) to optimize appointments.
  • Edit daily appointment schedules as requested by supervisors and follow policies for rescheduling.
  • Confirm appointments with patients 24–72 hours in advance using electronic systems.
  • Process urgent referrals same day and routine referrals within 24–72 hours.
  • Ensure complete and accurate referral information for reimbursement, compliance, and patient care.
  • Obtain prior authorizations and document them appropriately.
  • Work incoming and outgoing referral queues according to departmental standards.
  • Follow up with referred providers to confirm patient appointments and receipt of results.
  • Act as a subject matter expert in scheduling, registration, and referral functions.
  • Train new staff in registration, scheduling, and referral processes.
• Collection of Payment/Cash Handling
  • Inform patients of payment due based on insurance verification and request payment method (cash, check, or credit card).
  • Receive and receipt payments with no more than 2 minor errors per quarter.
  • Maintain and balance cash drawer daily with no more than 2 minor errors per quarter.
  • Prepare daily cash reconciliation with no more than 2 minor errors per quarter.
  • Manage petty cash records accurately and timely.
• Office Support/Cross Coverage/Confidentiality
  • Date-stamp and deliver incoming patient-related information to appropriate staff daily.
  • Complete basic patient demographic information on forms before delivering to nurses or providers.
  • Mail outgoing patient information (e.g., lab letters) per Bassett policy.
  • Prepare correspondence as directed by providers or supervisors.
  • Scan and index hard-copy patient health information into the electronic health record or prepare for HIM scanning.
  • Process routine or subpoenaed medical record releases through HIM and handle same-day requests for continuity of care.
  • Maintain office supply inventory and required forms.
  • Establish and maintain departmental record-keeping and filing systems.
  • Open and/or close clinics per divisional guidelines, including appropriate hand-offs for 24-hour departments.
  • Cover other locations or departments as requested, performing similar office functions.
  • Adapt to various workflows, processes, and policies across the network.
  • Greet patients in the waiting area and inform them of delays or appointment changes.
  • Identify patients using two identifiers (e.g., name and date of birth) per National Patient Safety Goals.
  • Communicate patient issues or concerns to providers.
  • Provide appropriate forms to patients based on appointment type or specialty.
  • Assist patients in navigating all stages of their visit.
  • Access patient health information only for job-related purposes.