Job Description:
PURPOSE OF JOB :

Responsible for overseeing the duties and functions of the medical front office area and ensure that they are carried out with accuracy, timeliness and confidentiality. This includes overseeing the input of patient data and maintaining the patient appointment system; monitoring the waiting room area, evaluating patient satisfaction; and ensuring appropriate staffing for all functions. The front office supervisor will act as a team player with other supervisors and administration to ensure that quality services are provided within the office.

• ESSENTIAL FUNCTIONS :
• Provide supervision and leadership.
• Provide appointment-scheduling management.
• Provide telephone management.
• Proficient in scheduling invasive and surgical procedures.

5. Perform other duties as assigned.

• JOB CRITERIA AND PERFORMANCE STANDARDS:

• Provide supervision and leadership.
  • Provide ongoing training to all front office and medical record staff through regular staff meetings (at least monthly) and assist staff in seeking out training opportunities.
  • Ensure that all legal standards for medical records are met. This includes that all information sent out meets the legal standards for release of protected health information.
    • Verify patient authorization and HIPAA
    • Verify requested information is available
    • Provide payment to billing for processing
    • Retrieve appropriate records requested for copying and provide to medical records for processing
    • Ensure that staff is cross trained in answering phones, helping with patients at the reception desk and helping out in the medical record area.
  • Conduct annual reviews of front office in coordination with the Office Manager.
  • Update and maintain revisions to the front office in coordination with the Office Manager.
  • Handle staff questions as they arise
  • Encourage teamwork
• Provide Appointment Scheduling Management - oversee staff through direct observation and periodic audits:
  • Check-in and schedule patient appointments in accordance with DHP policy and procedures
• Greets patients when they arrive for appointments and/or questions.
• Uses the computer to check patients in for their appointment. Verifies the following information with the patient:
  • PCP/Surgeon
  • Phone number and address
  • Insurance - Verifies insurance coverage and scans insurance cards as needed per protocol. Understand all the insurance plans and their respective requirements, i.e. referrals, copays, Medicare replacement vs. Medicare supplements, etc.
  • Referral - processes referrals generated by other providers. Generate waiver if applicable and send to appropriate pcp.
  • Respond to alerts, i.e. Globals, info needed, no copay collected, etc.
• Responsible for the efficient processing of patients through new patient and established patient check-in, including directing or assisting patients in completing appropriate paperwork.
• Completes and accurately enters the information from the new patient and HIPAA forms into ECW, if applicable.
• Collects co-pay when applicable.
• Directs patient to location to wait or receive services.
• Reviews the appointment screen for financial/clinical and other flags and refers to Billing Coordinator when appropriate.
  • Uses the computer to check patients out in ECW.
  • Schedules patient with appropriate physician for follow-up care.
  • Orders requested follow-up studies at appropriate locations.
    • Labs - understands which labs accept which insurance carrier
    • Outpatient Radiology - knows where the patient is capitated and provides appropriate script and/or authorization if required. Also, knows which studies require labs prior to test and orders if needed.
    • Other studies - understands what forms and where to send the patient.
    • Procedures - understands procedures vs. tests and forwards to appropriate procedure scheduler for follow-up.
    • Precertification - Understand which tests require precerts through which insurance companies. Also, proficient as to which site/phone number to process the authorizations.
  • Ensure that confirmation calls are made daily and that the patient is advised to get a referral if needed.
    • Researches who requires referrals and which of these patients needs an updated referral.
    • Calls and reminds patient of his/her appointment.
    • Documents call in ECW.
  • Provide Telephone Management - oversee staff through direct observation and periodic audits:
  • Ensure that calls are screened to assist the caller to be directed to the appropriate department or person.
    • Distinguishes phone lines - recognizes which lines are designated STAT and which lines are noncritical. STAT calls must be answered at all times.
    • Triage - understands which calls get processed through Triage and which calls are not of an urgent matter.
    • Voicemail System - understands and manages calls sent to voicemail, i.e. clinical, pharmacy, testing, research, medical records, etc.
    • Tasking - takes complete message with patient information, concerns and forwards for appropriate follow-up via tasking in EHR.
  • Contact answering service to inform them that the office will be closed.
  • Proficient in medical office procedures including scheduling invasive and surgical procedure, as well as admissions while coordinating with multiple facilities. Entrusted with the most complex patient service issues as a result of exceptional ability to promptly resolve concerns and satisfy patient and scheduling needs.
    • Scheduling internal and external patients for procedures
    • Researching and/or coordinating required preadmission testing and/or procedures
    • Preauthorizing procedure/admissions through appropriate insurance company.
  • Perform other duties as assigned. Open to assist in all functions of the front office as needed.
    • Fiscal Accountability
  • Balance End of the Day Batch monies and provide to office manager
  • Process all form fees collected
  • Meet with Office Administrator on a regular basis
  • Attend practice meetings biweekly and monthly
  • Communicate new ideas
  • Communicate problems and issues as they arise
  • Implement new policies
  • Provide monthly reports including MRO transactions
  • Provide monthly provider schedules to hospital departments and service
    • Provider Scheduler - acts as a member of the provider scheduler team to ensure the providers' schedules are accurate and up to date.
      • When schedule change requests are made, will make the appropriate changes within the EPM system.
      • If the scheduler is the point of contact for a schedule change, will inform other members of the team via e-mail of the requested change.
      • If applicable, when schedule changes requests are made, will contact and reschedule patients to next available slot for that provider.
    • Staff Scheduling
      • Ensure adequate clerical staff for the front desk, H&W staff, Medical Records and Transcription departments, including covering PTO and sick time.
      • Generate a late night schedule quarterly that includes Billing Department
      • Generate a schedule monthly for prn staff at Front Desk
      • Generate a lunch schedule quarterly
      • Meet at least once a month for front desk staff meeting
      • Meet regularly with the medical records department for informal meetings
    • Proficient with ICD-10 and CPT codes.
    • Monitors office supplies and equipment, keeping person responsible for ordering updated.
    • Performs procedure for opening office
    • Performs procedure for closing office
    • Collects fees for form/letter requests and provides to supervisor for processing.
    • Respects and maintains privacy and dignity of patients: assuring patient confidentiality at all times.
    • Responsible for directing patients and medical representatives to the appropriate location and services in a courteous and polite manner.
    • Remains calm under pressure and handles different situations tactfully.
    • Demonstrates working knowledge of the following systems/programs including but not limited to: ECW, Meditech, and all payer portals
    • In times of need, helps cover front desk, medical records and other locations
    Job Qualifications:
    V. QUALI)ICATIONS :
    • Education: High school diploma or general education degree (GED
    • Experience: Two to five years of physician office front desk experience. eClinical Works (EMR) and supervisory experience preferred.
    • Other Skills:
    • Familiar with community health center setting and committed to serve in such activities
    • Ability to work with people and work under pressure
    • Knowledge of eClinical Works and/or other EMR systems
    • Familiar with medical terminology
    • Knowledge of modern office equipment
    • Possess excellent customer service, reception, and telephone skills
    • Must be well organized and a self starter
    Knowledge:
    • Knowledge of health care field and medical office protocols/procedures.
    • Knowledge of specific assisting tasks related to particular medical practice.
    • Knowledge of information that must be conveyed to patients and families.
    Skills:
    • Skill in performing medical assistance tasks appropriately.
    • Skill intact and diplomacy in interpersonal interactions.
    • Skill in understanding patient education needs by effectively sharing information with patients and families.
    Abilities:
    • Ability to learn and retain information regarding patient care procedures.
    • Ability to project a pleasant and professional image.
    • Ability to plan, prioritize, and complete delegated tasks.
    • Ability to demonstrate compassion and caring in dealing with others.