Purpose of Position
To perform non-clinical activities with the medical office to ensure the highest level of patient satisfaction. To create and maintain effective office procedures, systems and communication mechanisms at both IDCS program sites (Cape Cod & Falmouth Hospitals).

Description
Provides the following at both IDCS program sites (Cape Cod & Falmouth Hospitals):
1. Utilizes the Meditech MIS system to schedule IDCS' patient appointments. Communicates with registration and other IDCS staff to resolve scheduling problems and/or concerns.
2. Responsible for posting clinical encounter charges to patient accounts billing and for following up on any PRV Billing System rejections reported to the department.
3. Ensures that letters reminding patient of upcoming appointments are generated and sent. Ensures that reminder telephone calls are placed within 48 hours of upcoming appointment.
4. Provides basic telephone triage of patient phone calls. Assesses and determines need for immediate medical care based on urgency of problem, alerts clinical staff and schedules appointments.
5. Works collaboratively with Infectious Disease Program staff to ensure comprehensive, quality patient care.
6. Participates in specified case management activities (e.g., scheduling and coordination of appointments and referrals, arranging for transportation of patients through local AIDS Support Organizations, etc.), particularly for Portuguese speaking patients.
7. Maintains medical records; ensures compliance with policies/procedures and acceptable medical record keeping practices. This includes the timely mailing of transcribed office visit reports to referring physicians.
8. Protects, maintains and advocates for patient confidentiality.
9. Actively participates in the Performance Improvement committee. Works collaboratively with CQI/Program Data Coordinator to collect, enter, and track data.
10. Obtains and tracks referral information and insurance authorization from referring primary care providers. Obtains referrals as necessary to primary care physicians and specialists for IDCS patients and notifies patients of these appointments. Contacts patients within two weeks of their scheduled referral appointments.
11. Assists patients whose backgrounds are diverse, socially and culturally, in a sensitive, patient and competent manner.
12. Demonstrates flexibility when responding to change. Assumes accountability for all actions. Actively participates in all team meetings and activities.
13. Enhances knowledge and skills through continuing education programs pertinent to job duties.
14. Demonstrates ability to maintain professional demeanor when confronted with stressful/frustrating situations.
15. Submits requests for office supplies as needed. Responsible for ensuring adequate stock of supplies (e.g. printer paper, envelopes, forms).
16. Has knowledge of the use and operation of all office equipment (e.g., telephone system, fax, computer system, copy machine, etc.).
17. Other duties as assigned

Qualifications
1. High school degree plus basic technical training, usually one year or more.
2. One to two years experience.