The Office Assistant is responsible for coordinating all clerical aspects of patient services to ensure completeness and continuity of care. These include, but are not limited to, scheduling follow-up appointments, scheduling internal and external referral appointments, acquiring referral authorization, and posting daily encounters. He/She professionally interacts internally with LCHC providers, support staff, and externally with patients, parents, hospitals, specialty practice and insurance carrier representatives. Processes incoming and outgoing correspondence related to referrals and assures that all documentation is completed accurately. The Office Assistant is expected to recognize barriers to specialty care, informing the appropriate supervisor and provider immediately when such circumstances occur. This fast paced position requires a high level of independence, attention to detail and flexibility.
Maintains a professional environment in a multi-provider, multidiscipline organization.
Maintains a patient centered environment to ensure patients’ continuity of care; advocate for patients.
Positive attitude towards co-workers and other health center departments.
Performs tasks within the scope of secretarial standards.
- Previous experience working in a medical office, clinic or hospital with demonstrated attention to detail is required.
- Respects and maintains patient confidentiality in all aspects of care, including use of electronic information.
- Treats all patients in a welcoming and professional manner.
- Demonstrates professionalism by appropriate attire, attendance, attitude and behavior within the work setting.
- Contributes to the team effort by supporting all team members and maintaining a positive attitude in the rapid processing of referrals and the smooth functioning of the department.
- Welcomes new employees and students to the team by assisting in their orientation and mentoring them, as requested.
- Demonstrates characteristics of accountability and responsibility.
- Demonstrates ability to prioritize demands, work with distractions, adapt to change, exercise efficient time management, and work independently.
- Demonstrates good communication skills.
- Maintains appropriate chain of command.
DUTIES AND RESPONSIBILITIES:
- Communicates effectively and professionally with all individuals internally and externally.
- Prints daily schedule for team huddles.
- Answers phone, takes and relays messages in a timely manner.
- Serves as liaison between LCHC clinical areas, patients and other agencies to ensure continuity of patients’ care.
- Any patient issues received via telephone, voicemail, letters, or walk-ins will be communicated to providers and/or nurses by using the EMR LC_ Communication template, Telephone template, or tasking feature.
- Tracks and coordinates the completion of forms
- Communicates with providers, nurses, parents/patients, agencies regarding form completion.
- Organizes documents/forms for scanning/faxing
- Utilizes EPM, EHR and NSMC (Salem) system to access/input information.
- Utilizes proper medical terminology in all communications.
- Schedules referral appointments for the patients at the referral specialties/facilities. Whenever possible, appointments are made with patient present.
- Provides patient referral information to the referred facility in accordance with the patient’s insurance plan.
- Serves as a Liaison between LCHC, referral facility/specialty and the patient. Consults with other clinical staff as needed.
- Gives complete, accurate, and adequate information to the referred facility and to the patients, including written and oral.
- Maintains a tracking system of all external and internal referrals.
- Follow up with specialist/diagnostic services to confirm patient kept appointment and record in medical record.
- Demonstrates knowledge of preps required for diagnostic testing.
- Is aware of hospital and specialty office policies and utilizes current list of approved specialists to use if PCP doesn’t specify.
- Is knowledgeable of where specialized tests are provided and if not certain, seeks correct information in a timely manner.
- Completes necessary forms, calls and authorization requirements associated with both public and private insurance carriers
- Gathers all required forms, office visit data and reports necessary for the referral to be processed.
- Documents referral information in the EHR identifying specialist name, NPI, location, telephone, appointment date/time, and authorization (if applicable).
- Contacts referral site and makes an appointment whenever possible, completing and faxing necessary information to site, documenting appointment date in the EHR.
- Sends letter to patient with date and instructions needed for the appointment and directions as to what to do if appointment cannot be kept.
- Accepts, opens, documents and appropriately manages mail related to referral appointments kept.
- Schedules follow-up appointment for patients with usual provider.
- Makes specialty/diagnostic appointments while patient is present and/or within the timeframe requested by the provider.
- Notify the BH Insurance Operation Manager of any new patient scheduled with BH provider.
- Ensures proper diagnostic and procedural entry for all provider visits. Verifies accuracy of entries and the capture of all encounters for the day. (start date TBD)
- Ensures proper use of all office equipment (fax, copier, PC, email, practice management software, printers, phones, voicemail, etc) in accordance with office policy. Maintains proper supplies for its use. Immediately reports any malfunction.
Additional Duties and Responsibilities:
- Back up interpreter for providers/nurses
- May perform other duties as assigned by supervisor
- Attends meetings and seminars to keep abreast of changing needs within the industry and department.
Participates in the betterment of the health center through studies and reviews as necessary.
Goal setting – continually assesses personal, team and organization goals.
Demonstrates an understanding of customer service principles by successfully completing on line training.
Utilizes the principles of customer service when interacting with patients/clients, team members and staff from other departments.
Appropriately handles or seeks support when customer service breakdowns occur.
- Demonstrates awareness of culture by successfully completing the on-line training on Cultural Competence.
- Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members and staff from other departments.
- Responds appropriately or seeks support when confronted with cultural biases or conflicts.
Is aware that in order to respond promptly and appropriately to emergency situations, any staff member may be assigned to duties which differ from those in the job description or may be assigned temporarily to a different location.
Understands that all staff should have a Personal Emergency Plan in place to best respond to his/her job responsibilities should a health center emergency arise.
- The Office Assistant will possess a high school diploma or equivalent and have strong organizational skills with demonstrated proficiency in computer applications (Microsoft Office).
- Graduate of a medical secretary program preferred.
- Excellent communication skills (written and oral) professional demeanor, good problem solving skills, organized and detail-oriented
- Understanding of Medicare, Medicaid and managed health care plans are necessary qualifications for this position.
- English / Spanish bilingual ability is preferred.
The essential duties of this position may present risk of exposure to airborne infection, body fluids, and blood borne pathogens. Annual BBP Training is required. Up to date immunization and annual TB testing is required. Hepatitis B vaccine and annual flu immunization are strongly recommended. All necessary vaccines are available at no charge at the health center. A declination form must be signed if Hepatitis B or other recommended vaccines are declined.
Results of inquiry to Criminal Offender Record Investigation (CORI) must be acceptable under health center standards
Lynn Community Health Center (LCHC) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LCHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. LCHC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LCHC’s employees to perform their job duties may result in discipline up to and including discharge.
JOB Posting Id: 16-169 (Float), 17-073