Job Title: Office Assistant, Heywood Medical Group, 40 Hours, Days

Location: Gardner, Massachusetts

Posted Date: 03/08/2024

Hiring Manager Name: Kelsey Beauregard Facility: Heywood Medical Group Department: HMG ENT, 2002.80375 Union: Non-Union Position Type: Regular Position Control #: 2002.8285 Expected assignment length/Shift Details exp. M-F: Monday-Friday Position Hours (Enter Numbers Only): 40 Shift: Day Weekend Frequency: None Holiday Rotation: None
Job Summary

Under the direction of the Senior/Practice Manager incumbent is responsible for scheduling surgeries (if applicable) and/or referral and prior authorization processing. As an Office Assistant II, you will utilize administrative/clinical knowledge to schedule appropriate procedures/surgeries per provider's orders. As an Office Assistant II you will act as a Surgical Scheduler to schedule office- based and hospital procedures consistent with the patient's diagnosis and procedure request. Also, must be able to respond to both written and oral correspondences regarding scheduling changes/cancellations in a timely, accurate manner. Individual must be organized, and be able to manage demanding workload with accuracy. See full description below. As an Office Assistant II you will act as a Referral/Prior Authorization Specialist to ensure referrals are scheduled in a timely manner, maintains tracking and appropriate documentation of referrals and authorizations. See full description below.

Job Requirements

Minimum Education

• High School diploma or equivalent required

Minimum Work Experience

• Three (3) year of experience in a medical office preferred

Required Skills

• Excellent written and verbal communication skills
• Excellent customer service skills
• Ability to prioritize tasks in a busy environment
• General comfort level with computers/technology and ability to learn programs as needed.
• Knowledge of Electronic Medical Records preferred and word processing skills.
• Three (3) years of experience in a medical/surgical office preferred.
• Preferred knowledge of medical terminology
• Must be able to work flexible shifts, some evenings & weekends may be required.
• Reliable transportation in order to travel between locations is also required

Functional Demands

Physical Requirements

Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Frequently reaches (extending hands and arms in any direction), and handles (seizing, holding, grasping, turning, or working with hands).

Organizational Expectations

Behavioral Attributes:

The following behavioral attributes are required: achievement motivation, concern for order, flexibility, initiative, self-confidence, customer service oriented, interpersonal effectiveness, teamwork, analytical thinking and information seeking.

Essential Functions

• Answers telephones, schedules in office appointments, takes messages accurately and routes appropriately
• Completes tasks associated with clinical inbox/ practice buckets (personal, practice referral, medical record and others assigned) proficiently and in a timely manner
• Completes tasks associated with workflow dashboard (Appointments to be rescheduled, appointment tickers, no shows and others assigned) proficiently and in a timely manner
• Arrives patients, verifies all required fields for most current, up to date patient information. Has patient complete appropriate forms, accurately documents information provided by patients in EMR and completes check-in.
• Departs patient from office, provides any necessary patient information and schedules appointments in office and outpatient appointments as needed
• Collects copays/payments, maintains records and reconciles daily deposits
• Verifies insurance coverage and eligibility and negates issues prior to patient visit whenever possible
• Performs a variety of clerical functions to support office such as typing, filing, scheduling appointments, making phone calls and related duties as required or directed.
• Process incoming faxes and daily mail including barcoding and document processing within EMR.
• Schedules and coordinates patient visits and medical procedures, for both inpatients and outpatients
• Registers patients utilizing computer-based registration/scheduling system
• Processes Medical Records incoming and outgoing according to practice guidelines and regulations
• Maintains assigned office and/or clinical supplies. Assures accurate inventory of supplies based on approved levels. Rotates stock as required. Initiates requisitions for re-supply or special items.
• Maintains records, reports, logs and other statistical information as required or directed.

SURGICAL SCHEDULER ROLE/RESPONSIBILITIES

• Schedules office and hospital based medical procedures, for patients with appropriate provider and time/location slot, utilizing appropriate scheduling codes.
• Schedules diagnostic and imaging tests. Schedules office and hospital-based procedures, tests and imaging ensuring available time is utilized to maximum efficiency.
• Interfaces with appropriate vendor staff to ensure all necessary equipment will be on site for office and hospital-based procedures.
• Interfaces with appropriate hospital staff to ensure a cohesive working relationship in providing patient care services.
• Enters notes/special instructions needed for scheduling in EMR.
• Effectively utilizes clinical knowledge when determining if appointment is consistent with the diagnosis/indications indicated by the provider.
• Completes accurate documentation of informed consent with patients for procedures and surgeries as needed.
• Provides accurate, detailed information to patients regarding test preparations, time of patients scheduled arrival, and any other directional information needed; takes appropriate action in responding to questions from patients.
• Confirms patient's insurance provider and obtains all necessary prior authorizations or referrals appropriately.
• Ensures patients have proper medical clearance and pre-surgical testing as needed.
• Completes pre-procedure phone calls and confirms appointment times with patients via telephone
• Demonstrates use of quality improvement in daily operations
• Ensures completion of assessment for advanced directive, including DNR when applicable

REFERRAL AND PRIOR AUTHORIZATION SPECIALIST

• Schedules and coordinates patient referrals to ordered services expeditiously
• Establishes a close working relationship with preferred providers to facilitate scheduling
• Ensures any necessary paperwork, medical records and insurance referrals are processed and provided to specialty provider in advance of patient appointment
• Stays current with insurance referral and prior-authorization requirements
• Obtains necessary prior-authorizations for ordered procedures and diagnostic studies as required
• Issues patients managed care referrals as required
• Has working knowledge of our local network/preferred providers and works with practice providers and PHO to minimize leakage
• Closes the referral loop follow up on assigned open orders-results/consults pending
• Maintains records, reports, logs and other statistical information as required or directed
• Acts as office communications liaison for patients and healthcare providers for referrals and authorizations
• Assists in appeals process as directed
• Verifies insurance coverage and eligibility
• Completes PT-1 forms as required for patient transportation to scheduled services
• Completes tasks associated with clinical inbox/practice buckets (personal, practice referral, medical record and others assigned) proficiently and in a timely manner
• Thoughtfully communicates with patients regarding scheduled services, accurately providing any necessary information such as date, time, prep, pre-registration requirements, etc. in advance of the appointment

RESPONSIBILITY OF ALL JOB ROLES

• Actively participates in quality measure management
• Demonstrates use of quality improvement in daily operations
• Performs all aspects of patient care in an environment that organizes patient safety and reduces the likelihood of medical/health care errors.
• Assists other members of the department as needed
• Attends variety of meetings, conferences, and seminars as required or directed
• Complies with established departmental policies, procedures, and objectives
• Complies with all health and safety regulations and requirements
• Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors. Attends all H.E.A.R.T trainings
• Provide coverage when needed at other locations within Heywood Medical Group.
• Completes all Annual Mandatory Education requirements.
• All other duties and locations as assigned.

Statement of Other Duties

This document describes the major duties and responsibilities for this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described.