Front Office Assistant - Medical Closes 04/22/24

SUMMARY:

Greets clients at reception desk and manages a multiple line telephone system for the Ambulatory Section. Provides intake and scheduling services for clients by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Level 1:

• Must be willing to learn more about the American Indian culture and attend at least one Cultural Presentation/ Training per year.

• Understand and comply with HIPAA and other regulations concerning client confidentiality.

• Greet clients in a courteous and friendly manner. Customer service skills to include listening closely to client, provide clear verbal communication, ability to empathize with client, and understanding of organizational protocol and guidelines

• Identifies clients using at least two identifiers.

• Answers telephone in a courteous and efficient manner, routes calls to appropriate person or department, takes accurate messages and delivers them to the appropriate person in a timely manner. Documents calls in the client’s chart.

• Schedules and coordinates appointments. Confirms appointments by telephone and by mail to ensure client/clinic follow through.

• Attempts to deescalate any client complaint and engages supervisor promptly as needed.

• Manage client schedule system to ensure optimum utilization of provider time. Communicates changes and/or problems with schedules to Providers, FOA Supervisor, and Nurse Supervisor.

• Obtains specified information from client such as age, insurance coverage, and symptoms, and records information onto prescribed forms. Copies insurance cards and forwards to billing office.

• Gives client patient plan documents upon checkout.

• Operates photocopiers, fax machines and various other office equipment.

• Communicates with clinical staff to facilitate efficient client flow and meet client needs.

• Communicates any emergency immediately to appropriate clinical staff. Initiates calling of codes as appropriate.

• If appropriate to clinic site, assists in scanning of client information to Electronic Medical Record according to Medical Records policy and procedure.

• If appropriate to site, responsible for collecting correct co-payments and balancing cash drawer daily.

• If appropriate to clinic site, assists with distribution of client medications and maintains appropriate logs as outlined in SOP. Returns to pharmacy any uncollected medications in prescribed timelines.

• Gives general information about client care and answers telephone.

• Attends department meetings and other assigned meetings.

• Maintains a professional, organized, and clean working environment by following organizational policies, guidelines, and safety standards.

• Adheres to accreditation and compliance guidelines/standards.

• Performs all duties in accordance with UIHS mission, vision, and guiding principles.

Level 2 – In addition to the above-mentioned duties:

• Assists with training new staff.

• Assists in development of departmental policy, procedures, and quality improvement activities within the clinic as directed.

• Assumes independent responsibility for a specific clinical activity or function; for example, coordinate client recall groups.

• Sets up appointment schedule into computer system.

• Room requisition, coordination of meeting space allocation.
• Participates in accreditation preparation.

SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE: Educational degrees must be from a US Department of Education accredited school.

Level I:

• Must have a High School diploma or equivalent.
• Experience in medical setting preferred.

Level II – in addition to above:

• Three (3) years direct experience in a front office medical setting -OR-
• Associates Degree and two (2) years direct experience in a front office medical setting.

COMPUTER OPERATIONS

• Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Must be able to learn an Electronic Health Records (EHR) system.
• Experience with electronic health records (EHR) preferred.