Business Assistant I

Eastern Shore Rural Health System, Inc.

Business Assistant I 

The Business Assistant I provides outstanding customer service to patients, families and visitors, greets visitors and handles phone calls.

All employees must demonstrate professionalism to support the delivery of quality customer service, in accordance with ESRHS’ Mission Statement and Standards of Personal Conduct Policy (HR-POL-017).

Center Manager or Dental Operations Manager

• Requires a high school diploma or equivalent.
• Work experience in a medical, dental, business office, or call center preferred.
• Must be professional, self-motivated and have strong attention to detail, communication, teamwork, customer service and computer skills.
• Must demonstrate excellent internal and external customer service.
• Provide coverage at other centers on short notice when needed.
• Certification as an Interpreter is preferred and ability to provide bilingual patient care is a plus.

• While performing the duties of this job, the employee is regularly required to talk and hear.
• This is a moderately active role, which requires the ability to lift and/or move items up to 25 pounds, bending and standing as necessary.
• Must be able to lift, carry and handle equipment, supplies and other work site materials based on position duty requirements.

The center will provide patient centered primary care of the highest quality to residents, migrants and seasonal farmworkers, as well as visitors of the Eastern Shore of Virginia.

As part of the Patient Centered Medical Home Model of care, the employee will advocate for patient’s best interest and make recommendations for patient special needs such as interpreter services; identified barriers to care such as transportation, medication assistance, outreach, and health education; influence patient’s engagement in their care; promoting a continuum of safe, quality, and cost-effective patient care.

1. Schedule appointments in electronic health record. 
2. Collect co-pay after data has been verified.
3. Accurately update all fields in electronic health record and on the registration form and correctly enter insurance information in the electronic health record. 
4. Answer and route phone calls and create/ respond to telephone encounters following established protocol.
5. Identify patients’ and other customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
6. De-escalate situations involving dissatisfied customers, offering patient assistance and support.
7. Distribute forms, including Health Histories, in accordance with the Business Assistant Manual. Includes kiosks where applicable.
8. Scan documents correctly into electronic health record and complete request for information (ROI) forms correctly. 
9. Ensure accuracy of patient appointments by checking provider schedules, reviewing bump list and/or team bubbles.
10. Verify insurance and document in the billing notes following established protocol where applicable. 
11. Call patients reminding them of their appointment, as directed. 
12. Provide coverage at other centers as directed by supervisor.
13. Complete no-show documentation following established procedure, as directed.
14. If assigned to the Call Center, maintain daily activity in the queue for 6.5 hours.
15. If assigned to the Call Center, average 80 or more calls daily on monthly audits.
16. If assigned to Express Care, follow-up with patients who were seen at Express Care the previous day to determine if further assistance is needed.
17. If assigned to Express Care, follow Maximum Capacity procedure when patients present to the Express Care after maximum capacity has been reached.
18. May participate in Migrant Health Fairs and Migrant Late Nights.
19. Other duties and tasks as directed by the Center Manager or Dental Operations Manager.

ADDITIONAL DUTIES ASSIGNED TO DESIGNATED BILINGUAL STAFF

1. If qualified, perform interpretation/translation services for ESRHS centers.
2. If qualified, assist patients with signing up for the Migrant Clinician Network.

Management may modify, add or remove essential job functions as necessary, or as changing organizational needs require.

To create a healthy Eastern Shore through access to quality care for all.