Major Responsibilities:

Scheduling: General and Financial

• Answers incoming telephone calls in a timely manner, delivering excellent telephone customer service skills and adhering to Advocate Health Care Telephone Standards and Revenue Cycle Scripts

• Directs all incoming telephone calls in accordance with the departmental phone and triage policy.

• Delivers detailed and accurate phone messages to the appropriate party (ies) in a timely manner, retrieving chart when necessary.

• Schedules appointments, including walk-ins, for all designated providers within the practice following departmental policies and procedures.

• Schedules appointments (phone or in-person) following all Revenue Cycle guidelines which include but not limited to 1. Verification of appointment status (ie. new patient, established patient). 2.Verification of financial patient type (ie. Self-Pay insured) including discussion of hospital policies and procedures and patient responsibilities. 3.Verification of insurance eligibility, primary provider and site, co-payment, and deductible responsibility. Discussion of patient responsibilities when applicable. Entry of verification information in computerized scheduling system. 4. Verification of outstanding balances and discussion of hospital outstanding balance policies and procedures and patient responsibilities. Entry of verification information in computerized scheduling system. 5. Verification of demographic information including name, address, and telephone number. 6. Inputting complete and accurate demographic information for all new patients

Registration: General and Financial

• Pulls and prepares medical charts in advance for appointments in accordance to hospital and departmental policy.

• Verification of all non-verified insurance policies

• Ensures all charts are prepared and present for current clinical day.

• Greets and interacts with patients following Advocate Health Care Point of Service Standards.

• 5)Registers patients following all Revenue Cycle guidelines which include but are not limited to: 1. Verification of demographic information. 2. Notification of outstanding balances. Discussion with patient regarding payment, hospital payment policies and/or rescheduling of appointment. 3. Establishes payment plans. 4. Verification of insurance eligibility, viewing and copying of insurance cards and discussion of hospital policies when applicable. 5.Collection and recording of all co-payments, self-pay and outstanding balances following Cash Control and Revenue Cycle Policies.

• Provides new and established patients with paperwork within accordance to hospital/departmental policies and HIPAA guidelines.

• Explains, secures and witnesses all forms and signatures required to provide complete medical treatment, assign benefits, release information, establish financial responsibility and meet other external and internal requirements.

• Prepares patient medical chart and billing information according to Revenue Cycle Policies.

• Notifies appropriate party (ies) of patient’s arrival.

• Arrives/Cancels/No Shows patients in scheduling system and medical chart as appropriate, assuring accurate monthly.

Patient Care

• Anticipates the need for and completes, accurately and thoroughly forms and paperwork as necessary.

• Performs initial work up of patients by taking all vital signs, height, weight, and documents the results in the medical record.

• Assures medical records data ie, results of tests. x-rays and other notes are included in medical record for physician to review during the visit.

• Assist physician with patient examination and treatment when needed.

• Notifies appropriate clinical staff regarding patient needs and changes patient’s condition which requires expertise beyond MA scope of service.

• Follow the referral approval process.

Operations

• Confirms patient appointments daily. Cancel and reschedule appointment as request by patients when needed.

• Files patient medical charts, laboratory results, referrals, notes and other supporting data daily to keep medical records complete and current.

• Purges old files as needed in accordance to Record Retention Policies and Procedures. Prepare and submit all files to Iron Mountain Department.

• Always ensures patient confidentiality.

• Sorts and distributes mail daily.

• Mails all correspondence letters/information generated by department (i.e., laboratory result letters, etc.).

• Creates new patient packets and charts.

• Order supplies and stock inventory daily. Stock inventory with supplies for IV Infusion Center and provider.

• Restock and clean exam rooms pre and post visits.

• Attends and completes all hospital and mandatory in-services and required training

Education/Experience Required:

• High school diploma or equivalent.

• Completion of an accredited Medical Assistant Program

• 1-2 years in a medical setting or equivalent.

• 2-3 years of customer service experience in a high volume, multiple tasks, high stress environment.

• Experience handling difficult callers, customers, and patients.

• Basic knowledge of managed care and commercial insurance.

• Basic knowledge of medical terminology and billing and coding practices.

Knowledge, Skills & Abilities Required:

• Excellent communication and customer service skills.

• Demonstrates excellent ability to establish and maintain effective personal relationships. Comprehensive ability to conceptualize and follow office policies and procedures.

• Ability to handle stressful situations.

• Able to function in a high-volume, multiple task environment producing quality work.

• Able to work independently and problem solve.

• Strong interpersonal and telephone communication skills.

• Solid PC skills.

• Working knowledge of automated appointment scheduling

• Current CPR Certification Certification/Registration required. Non-certified MAs must obtain certification or registration within one year of hire with AMG approved certifying bodies.

Physical Requirements and Working Conditions:

• Demonstrates tact and good judgment.

• Mature, motivated, decisive, and flexible.

• Professional demeanor.

• Ability to work in a diverse professional and patient population.

• Ability to work under stressful conditions and with demanding customers.

• Occasional evenings and weekends.

• Bilingual in Spanish preferred.

• If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.