POSITION SUMMARY: 

Under the supervision of the Patient Services Supervisor, the position ensures quality customer service that is in alignment with practice objectives and strategic plan. Acts as primary backup for the supervisor.

ESSENTIAL RESPONSIBILITIES: 

• Assists in the daily administrative and operational tasks of the Patient Services team.
• Supports the Patient Services Supervisor in accordance with the company's leadership philosophy, policies and applicable guidelines.
• Helps create and maintain department workflow and procedure documentation.
• Ensures smooth patient flow through the front office and quality customer service for patients within the practice.
• Fosters teamwork among staff within the department and with other departments.
• Assists with the orientation and training of new hires.
• Works closely with the supervisor to perform quarterly/monthly audits and ongoing mentoring.
• Provides office coverage during vacations, absences, and/or breaks and lunches.
• Possesses a basic understanding of pre-authorizations for insurance approval of MRI’s and physical therapy scheduling.
• Ensures compliance with NMOA policies, regulatory, federal and state rules, regulations.
• Reports any concern that may create a safety issue.
• Identifies and responds to both internal and external customer issues.
• Assists and supports action to improve existing conditions, processes and procedures; identifies improvement opportunities, generates ideas, and assists with implements solutions.
• Assists supervisor with employee performance evaluations and other employee oversight functions as needed.
• Performs Patient Service Specialist functions as needed:
• Welcomes and directs patients and visitors as they enter the front lobby.
• Maintains confidentiality of patient account information in accordance with HIPAA guidelines and NMOA policy.
• Monitors and maintains the lobby waiting areas for cleanliness.
• Registers patients with accuracy and completeness.
• Checks out patients to include scheduling follow-ups and any ancillary services needed in accordance with scheduling guidelines.
• Supports Motion Shop staffing and workflows.
• Communicates with physicians as needed.
• Demonstrates regular and reliable attendance.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES: 

Direct Reports: N/A 

Indirect Reports: Patient Service Specialists

KNOWLEDGE, SKILLS AND ABILITIES: 

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. 

• Ability to understand, read, write and speak English, bi-lingual preferred.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals and percentages.
• Ability to effectively present information, respond to questions and professionally interact with physicians, managers, employees, clients, vendors and the general public.
• Minor troubleshooting skills when errors occur.
• Ability to successfully write reports and business correspondence.
• Ability to recognize and define problems, collect data, establish facts, draw valid conclusions and correct errors.
• Ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables.
• Exhibits a comprehensive understanding of healthcare regulatory and compliance policy (e.g., HIPAA).
• Knowledge of NMOA’s: policies and procedures, operating agreement, medical staff bylaws, business office standards and recommended practices.
• Ability to identify and implement opportunities to improve performance within the practice.
• Ability to handle multiple, simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner.
• High integrity, including maintenance of confidential information.
• Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency.
• Excellent customer service skills; ability to anticipate, recognize, and meet the needs of patients and their families.
• Proficiency in Microsoft office applications, EMR, as well as any other application(s) utilized by NMOA in daily operations.
• May be assigned to or transferred to any clinic location, depending upon business need.
• Ability to work a flexible schedule when needed, including some evenings, and weekends. Must be available to be on-call for the Patient Services Department between the hours of 6am-10pm 7 days/week in the absence of the supervisor.

EDUCATION AND EXPERIENCE: 

High School Diploma or GED required; Associates Degree preferred. Minimum of two (2) years directly related experience in a Medical Clinic front office, Scheduling, or Insurance Verification/Authorization.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

None

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Activities include holding, carrying, pushing, transferring, and pulling of objects and people, safely. While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must be able to safely lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts. 

Works in well-lit, ventilated and climate-controlled clinic environment. Fast-paced medical office environment involving contact and interaction with patients, physicians, and other clinical and clerical personnel. Conditions common to a clinic environment include but are not limited to communicable disease, blood borne pathogens, bodily fluids and toxic substances. 

Noise level in the work environment is usually moderate.