What are the responsibilities and job description for the Clinical Support Rep - Occupational Health & Environmental Medicine position at Alice Peck Day Memorial Hospital?
POSITION STANDARDS
High school diploma.
Customer service experience is a must – for example retail, tourism industry.
Customer service experience in a healthcare such as specialty clinic or outpatient office environment of 2-3 years is preferred.
Proficiency with Microsoft Office MS Word, Excel and PowerPoint, Outlook Calendar and the use of Internet is required.
Familiarity with Electronic Medical record is preferred.
POSITION PHYSICAL REQUIREMENTS
Anything listed here requires a pre-employment physical by Employee Health to determine if the employee is capable of meeting the requirements.
Sitting for the entire work day (4-8hrs) using a computer and two screens, simultaneously using telephone headset and performing continuous keyboarding.
Physical Activity:
Bending, reaching and standing may also be required at times.
Upper Extremity:
Push/Pull/Lift/Carry:
PART TWO: FUNCTIONAL RESPONSIBILITY
Position Objective
Responsible for welcoming clients and patient in person and over the phone and ensuring the best experience possible at Occupational Health. Performs patient scheduling and registration duties. Sets up referral and specialty appointments and follow-up to ensure completion of care plans. Works closely with the Practice Director and the Clinical Coordinator to ensure optimal patient flow and staff utilization. Active member of the continuous quality improvement process of the clinic.
Performance Expectation
Front Office Responsibilities:
Performs OHS patient check-in /check-out, registrations, including gathering complete and accurate patient / guarantor, personal identification, and financial information following the established Procedure.
Process Worker's Compensation claim form, handles and responds to workers Compensation telephone calls. Makes copies of Worker's Compensation sheets to mail to employers, case managers and OH nursing.
Maintains DOT client database and mails Reminder Card on a monthly basis.
Provides clerical support for Occupational Health department when/if needed.
Screens phone calls and messages to providers ensuring that provider is informed of messages requiring immediate response.
Answers incoming telephone calls and returns voice messages within 1 hour of message except for after hour messages.
Pulls and prepares charts for the next clinic day.
Scheduling:
When scheduling over the phone, makes sure that all key employee and employer information is collected, reason for visit, payment information and any special requests/information.
Ensures that patients are prepared and ready to be seen by the provider at the scheduled time of their appointment. Reviews with the client the list of appropriate documents to bring as well as reminds them of specimen collection requirements if needed.
Maintains provider schedule and keeps the provider aware of the same including unexpected walk-ins. Assists the provider in all aspects of patient flow.
Keeps patient fully informed of any reason for delays and of the opportunity to reschedule if the patient cannot or does not want to wait.
Determines when and where to overbook patients to ensure that emergency needs of patients are appropriately responded to and other scheduled patients are not adversely affected.
Contacts all Pre-employment Post-offer and Workers' Comp patients to confirm appointments two days prior by phone. Makes every efforts to confirm with employer if appropriate (and if employee cannot be reached).
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