Patient Scheduling and Service Assistant

General Summary

Provides front-line support for patient scheduling, reception and office coordination for efficient and orderly department operations.

Principal Job Functions

• Receives, greets, screens and directs patients, physicians, visitors and Medical Center personnel by telephone or in person; provides accurate responses in a friendly, helpful and courteous manner; relays accurate messages in a timely fashion.
• Calls patients prior to physician’s clinic to confirm appointment date and time.
• Ensures scheduling processes are followed and patient appointments are scheduled in a timely manner; utilizes computer to input data and retrieve information; collaborates with other departments to coordinate exams and treatments, minimizing fragmentation and enhancing patient satisfaction.
• Registers incoming patients in person, initiating the medical record and patient account; obtains and data enters patient demographic and financial information in the Medical Center computer system; ensures data integrity, completeness and confidentiality.
• Contacts patients after ‘No Show’ appointments to re-schedule or follow-up as needed; returns phone calls to patients regarding scheduling, insurance or requested follow-up.
• Generates, assembles, files, logs and distributes patient charts including forms, physician orders and labels according to patient type and specific departmental needs; enters patient care orders, updates patient’s plan of care when new orders are processed, and initiates insurance verification process as appropriate.
• Reviews outpatient orders received from physician and/or physician staff, follows up on incompleteness; uses orders to transcribe into the medical center computer system and initiates the scheduling process as identified.
• Auxiliary duties such as transporting patients, patient records and/or patient specimens/medications as requested; may obtain and/or deliver medications (drugs or biological) to appropriate patient-specific medication drawer, medication room or to medical staff.
• Performs patient charge entry and reconciliation process by checking daily patient charges for accuracy; follows up with physicians or medical staff when incomplete or erroneous information is noted; acts as primary liaison with Patient Financial Services and Health Information Management regarding billing and patient record documentation; assures updated forms in drop box.
• Maintains confidential environment when communicating patient information; promptly reports priority patient information to appropriate staff; exchanges accurate and thorough information with others by communicating clearly and following Bryan policies and procedures.
• Inventories, orders and maintains appropriate supply inventories for patient rooms and office areas; stocks patient rooms as needed; contacts vendors as needed to ensure proper equipment functioning and maintenance.
• Attends hospital workshops, seminars, meetings and inservices to promote continuous self-development. Performs a variety of clerical tasks which may include typing, recording/transcribing meeting minutes, alphabetizing, filing, photocopying or stuffing envelopes; sorts and routes incoming faxes/department mail and delivers out-going department mail to mail room. Maintains patient logs, unit records and generates reports as requested.
• Trains co-workers and new personnel on work-related duties as assigned; reads, reviews and operationalizes new/revised policies and procedures to co-workers via email, posting, mailing, voice mail and meetings.
• Understands and operationalizes federal and state regulations and organizational policies regarding COBRA, Medicare, Corporate Compliance, Joint Commission, OSHA and HIPAA; reports all safety, privacy and regulatory concerns to Manager.
• Assists clinical staff in rooming patients, obtaining and documenting vital signs, answering call lights and obtaining procedural consents.
• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise. Participates in meetings, committees and department projects as assigned. Performs other related projects and duties as assigned.

Required Knowledge, Skills And Abilities

• Knowledge of general office procedures and standard clerical practices.
• Knowledge of medical terminology and general hospital processes and procedures.
• Knowledge of standard healthcare privacy, safety and financial compliance regulations.
• Knowledge of third party payer guidelines and requirements.
• Knowledge of computer hardware equipment and software applications relevant to work functions.
• Ability to communicate effectively both verbally and in writing.
• Ability to perform crucial conversations with desired outcomes.
• Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.
• Ability to organize tasks and establish priorities to facilitate accuracy and productivity in a dynamic environment.
• Ability to transport patients and patient-related items to other in-house facility destinations as applicable.
• Ability to problem solve and engage independent critical thinking skills.
• Ability to maintain confidentiality relevant to sensitive information.
• Ability to prioritize work demands and work with minimal supervision.
• Ability to maintain regular and punctual attendance.

Education And Experience

• High School diploma or equivalency required.
• Minimum of two (2) years experience in a medical office or medical-related patient accounts or registration experience required.
• Medical Terminology training/education preferred.