Clerical Associate Level III-Provisional Appointment

Lincoln Medical and Mental Health Center is one of New York City's premier acute care hospitals. Located in Downtown Bronx, Lincoln is a teaching hospital renowned for its Centers of Excellence, and a recognized industry leader in the implementation of state-of-the art medical technology and best practices. Our team of highly trained and caring medical professionals is dedicated to providing the highest quality health care that is safe, compassionate, culturally competent and patient-centered. Comprehensive services are offered in three major primary care areas: Medicine, Pediatrics, and Women's Health in addition to more than eighty (80) specialty services. At Lincoln, the safety and comfort of our patients is our number one priority.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Visit us at www.nyc.gov/html/hhc/lincoln.

Job Description

Purpose of Position:

To systematically approach patients by registering and processing patients entering the clinic and to accomplish the following:

• To clearly delegate and outline individual clerical responsibilities and serve as guide and reference.
• To help contribute towards adequate and effective continuity of patient care by providing for sustained and efficient patient flow and productive utilization of clerical personnel.
• To facilitate accurate and timely billing and reimbursement.
• To enhance the patient experience and facilitate clinic flow.
• To augment and enhance work performance and morale of clerical personnel.
• To ensure proper and timely revenue workflow.

Intake Processing (All of Ambulatory Care):

• Greet patients in a courteous and professional manner using "Acknowledge, Introduce, Duration, Explanation, Thank you.
• Practicing improvement in patient and employee experience through iCare.
• Ask the patient for two (2-3) identifiers to ensure the patient's safety.
• Verify appointment by checking against the Detailed Appointment Report (DAR) in the scheduling system. Or utilizing the Snapboard. If the patient does not have an appointment, the clerk will request the intervention of the nurse in charge for further determination of the patient's medical needs and disposition, or, if the patient can be accommodated in a "Same Day" slot for the provider and/or walk-in clinic.
• Check Managed Care assignment and PCP verification. The clerical Associate must verify who the PCP is to assure that patient is seeing their Primary Care Provider. Specialty Clinic, the Clerical Associate will verify referral in the EMR.
• If so instructed by nurse, clerical associate schedule as "same day" and categorizes in the scheduling system as "WALK-IN" or "URGENT", if indicated.
• If a patient has an appointment, checks patient in the scheduling system, the patient will appear ready, and hands off to PCA, nurse, or provider (or the next person seeing the patient).
• Record intake time on the scheduling system for cycle time processing, if indicated.
• Open encounter in EMR

Exiting Process:

• Review registration/disposition AVS (After Visit Summary) and wrap-up instructions.
• Issue next practice appointment as per provider's written instructions (some areas PCAs will give the appointment).
• Issue referral appointments when appropriate (does not apply to e-consults)
• For e-consult remind patient that someone will call them with an appointment once specialist assigns a disposition for the e-consult
• If indicated by provider, clerical associate will change patient's PCP and/or Alt PCP.
• If needed, sends referral for HMO authorization before going to the Specialty Clinic.
• For patients requiring carfare reimbursement (i.e., Medicaid insured patients), prepares as per carfare reimbursement procedure and gives to patient as needed.
• Check out patient in scheduling system (some areas PCA is responsible). This will record exact exit time (cycle time). Ensure that all patients have been clicked out for each session (am/pm), and collects any payments not collect at check-in.

Additional Duties:

• Answer telephone, relays messages, and directs accordingly.
• Utilizes secure chat in EMR system to communicate with multidisciplinary team when necessary
• Adhere to Outpatient Referral Procedures when indicated.
• Is responsible for enhancing personal and professional development through attendance at required and mandated training sessions.
• Is responsible for wearing professional attire to the workplace as well as during off-site work when conducting business on behalf of Lincoln Hospital Center, as per dress attire policy.
• Adhere to the Mission/Vision/Value Statement and Guiding Principles of the Organization in all endeavors.
• Monitors and fixes work queues for registration errors and referrals to the department.
• Collection of co-payments during check-in- closing out drawer and securing petty cash bag with practice manager/supervisor

Minimum Qualifications
1. A high school diploma or its educational equivalent; and
2. Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing, and delivering orders; obtaining and dispensing information; listening to and resolving customers concerns, problems, and complaints; and/or performing related customer service activities.

If you wish to apply for this position, please apply online by clicking the "Apply Now" button or forward your resume, noting the above Job ID #, to:

Lincoln Medical & Mental Health Center
Human Resources Department
234 Eugenio Maria De Hostos Blvd, (East 149th Street),
2nd Floor, Annex
Bronx, NY 10451
Attn: Recruitment Unit

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs