Medical Office Specialist

About the role

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. The Medical Office Specialist performs a variety of secretarial and administrative duties for the outpatient medical office relating to the organization and management of the department. The role is responsible for all front desk functions in the ambulatory setting, providing optimal support to the team and ensuring patients receive the very best care, satisfaction, and experience during check-in, scheduling, registration, and check-out, as well as post-visit support for appointment needs and concerns.

Responsibilities

• Promotes patient satisfaction by providing excellent service through friendly and helpful interactions with patients and visitors; communicates potential patient satisfaction issues to direct leaders.
• Greets patients and visitors in a prompt, courteous, and helpful manner.
• Manages patient check-in/check-out process:
  • Obtains and verifies required demographic information (date stamp and/or copy insurance card).
  • Collects copayment and any applicable balances; verifies insurance eligibility.
  • Ensures appropriate referrals are obtained (specialty offices).
  • Ensures patient completes appropriate paperwork including but not limited to face sheet, ABN, and HIPAA forms.
  • Accurately enters patient demographic information in EMR.
  • Depending on specialty, may include downloading specific health data into EMR.
  • Provides assistance to patients as needed (e.g., e-check in, iPad, kiosks, etc).
• Monitors and addresses all steps in the electronic medical records system (EMR) to support the practice, including scheduling, cancellations, reconciling registration errors, and providing referral information; escalates appropriately to ensure optimized provider scheduling.
• Receives and directs all communication courteously and consistently (EMR, phone, email, RightFax, etc.), which may involve interpreting routine policies and procedures.
• Resolves routine matters that do not require intervention of the department manager and escalates others timely and appropriately.
• Reviews and distributes daily mail correspondence to appropriate staff in a timely manner.
• Prepares documents and files reports as necessary; maintains patient confidentiality.
• Prioritizes and follows up with peers to ensure all tasks are complete to deliver high-quality patient care.
• May review procedure preparation and instructions with patients as needed.
• Reconciles all forms of payment for accurate daily bank deposit; signs and dates completed daily cash/payment receipts.
• Responsible for overall front-end needs; escalates issues to Practice Manager or designee (e.g., low office supply inventory, peripheral equipment needs).
• Travel may be required to provide coverage at other locations.
• Performs other duties and/or projects as assigned.
• Adheres to HMH organizational competencies and standards of behavior.

Requirements

• High School diploma, general equivalency diploma (GED), or GED equivalent programs and/or equivalent experience.
• 1+ years experience working with the public in a customer service setting.
• Ability to manage multiple tasks in a fast-paced, visible environment while maintaining a professional and confident demeanor in stressful situations.
• Ability to navigate competing priorities and manage time efficiently.
• Must be able to travel to various locations; reliable transportation required.
• Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.
• Excellent written and verbal communication skills.

Qualifications (Preferred)

• Associates Degree.
• Minimum of 1 year related work experience in a physician practice or hospital setting.
• EMR/EHR experience.
• Prior clerical training or knowledge.

Pay

Minimum starting rate of $20.64 per hour. The posted rate of pay is a reasonable good-faith estimate of the minimum base pay for this role at the time of posting and may differ from the final offer based on factors including labor market data, experience, education, certifications, skills, geographic location, internal equity, budget, and grant funding. Some positions may also be eligible for performance-based incentives, bonuses, commissions, or shift differentials for evening, night, or weekend shifts.

Benefits

HMH offers a comprehensive benefits package for full-time and part-time (20+ hours/week) job positions, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.