Office Assistant Lead - Primary Family Medicine

About the Role

As a Medical Office Services (MOS) Associate, you will facilitate a welcoming and efficient clinic experience using the AIDET communication framework. You will establish patient encounters, ensure accurate data entry (demographic and financial information), verify insurance, collect patient portions (including prior balances), and maintain compliance with state, federal, and regulatory standards. This role involves direct communication with patients, families, physicians, nurses, insurance companies, and third-party payers. Responsibilities may include scheduling appointments, check-in/out processes, phone management, clerical support, and addressing missing registration items. Professionalism, strong communication, and organizational skills are essential.

MOS roles are structured in three levels:

• MOS I: Demonstrates foundational competency in MOS duties, using independent judgment for routine customer issues.
• MOS II: Advanced competency in all MOS areas, with demonstrated accuracy in revenue cycle functions and regulatory compliance. Requires passing a competency test and maintaining high RQA/AIDET scores.
• MOS III: Advanced competency with additional responsibilities in mentoring and developing other MOS associates.

Responsibilities

• Verify insurance eligibility, secure authorizations/referrals, and collect copays, estimated patient portions, and prior balances.
• Perform financial assessments for program assistance and obtain patient/guardian signatures on required documents (e.g., CMS forms, HIPAA, HOPD Consent to Treat, GFE, Surprise Billing Notification).
• Ensure compliance with state/federal regulations, The Joint Commission, and Department of Health standards.
• Represent the Christus St. Vincent Medical Group professionally at all times.
• Assist in internal/external disasters as required.
• Support flexible department needs, including floating to other clinics or adjusting shifts to accommodate patient volume.
• Meet established performance targets and complete mandatory training (e.g., annual Healthstreams).
• Maintain workflow discipline, monitor fluctuating volumes, and report issues/opportunities (IPOs) for process improvement.
• Adapt responsibilities to meet the unique needs of diverse patient populations (physical, psychosocial, cultural, and age-specific).
• Uphold patient confidentiality and comply with CSV policies, procedures, and regulatory standards.
• Serve as a primary contact for patient complaints and perform additional duties as assigned.
• MOS II/III: Lead revenue cycle accuracy, including data entry for registrations, and mentor other associates (MOS III only).

Requirements

• High school diploma or equivalent.
• Basic computer skills (data entry, word processing, email, Excel) and experience with online insurance verification.
• Self-motivated, dependable, and strong organizational skills.
• Excellent customer service and problem-solving abilities.
• Knowledge of health insurance and managed care.