Clerical Assistant Float Position

Description

Family Healthcare of Hagerstown is a thriving, one-stop healthcare center that offers our patients comprehensive care including primary care, dental, mental health, and community resource services for all ages, infants to seniors. Our mission: to promote a healthy community by providing affordable, accessible, and compassionate healthcare to individuals and families of all ages, races, and economics backgrounds. Our core values – integrity, quality, communication, accountability, trust, and teamwork – are an integral force in our health service.

Position Summary

The Clerical Assistant works under the supervision of the Patient Access Manager and in conjunction with all other team members of the department and all other departments. Provides clerical, secretarial, and patient scheduling activities to ensure the prompt and efficient care of the patients to meet the goals and objectives of Family Healthcare of Hagerstown (FHH). Supports and follows through with the vision, mission, goals, and objectives of FHH.

Responsibilities

As a member of the health center’s integrated care team the Clerical Assistant will fulfill the following KEY FUNCTIONS AND RESPONSIBILITIES:

• Demonstrates a willingness to work with and assist others. No valid complaints received by management during the year.
• Demonstrates knowledge of the clerical functions such as faxing, taking messages, copying records, and computer usage.
• Assists and provides effective training and cross training of clerical staff and volunteer staff in a timely and professional manner.
• Appropriately responds to emergency and/or crisis situations. Follows through with appropriate action, identifies appropriate person to handle incident in accordance with CHC policies and procedures.
• Assists with other tasks, assigned or unassigned, as needed (faxing, requesting patient records, copying, etc.).
• Independently assists staff, without being prompted.
• Assists with incoming telephone calls, scheduling patients within departmental guidelines and verifying insurance coverage.
• Answers the telephone within three rings in a helpful and courteous manner, while identifying self and place of business.
• Consistently addresses patients' questions and concerns to the patients’ satisfaction, but if unable to answer, refers to appropriate personnel.
• Accurately takes telephone messages, verifying return telephone number and sends to appropriate staff person. Less than 2 complaints per evaluation year from staff about messages not being complete.
• Schedules patient appointments, using set departmental guidelines. Less than two errors per month. Identifies to the manager areas for improvement concerning scheduling guidelines for patients.
• Verifies insurance eligibility on all same day and next day appointments. If a patient does not have insurance, an active financial must be on file.
• Verifies address, telephone number and insurance information with patient while making appointment.
• Schedules downloaded and sent to MedVoice two days prior to scheduled appointment.
• Retrieves phones promptly at 8:00 am from answering service and returns them at end of workday.
• Assists with functions related to registration, insurance verification, financial assistance, and preparation of medical record information forms.
• Employees consistently address patients in a professional manner as they approach the registration window. No valid complaints received by management during the year.
• Reviews patient demographic information and income tabs in EPM at each visit.
• Reviews and updates insurance tab in Athena, deleting insurances that are no longer active, and entering new information as needed.
• Reviews and updates UDS tab in Athena, making sure all applicable areas are completed.
• Requests copy of patient’s insurance card if not on file or needing updated card.
• Reviews insurance card to verify FHH providers are listed. If change is needed, the form is completed and faxed to the insurance company daily.
• Collects co-payments at time of service. Enters information into system noting type of payment and check number, if applicable.
• If a patient does not have insurance or if their financial has expired, provides a financial application, along with a Financial Responsibility letter and explains process for completion.
• Completes registration process in a timely and efficient manner.
• Collects and posts patient payments for outstanding bills, copying fees, etc. No more than one instance per month of payments not being posted correctly.
• Prior to leaving at end of the day, runs Daily Closing Report and balances report to deposit ticket.
• Maintains confidentiality of patient and departmental information. Zero infractions of breach of confidentiality during evaluation year.
• Assists patients with medical record requests, refill requests, form pick-up, questions, etc., checking EMR system and investigating before calling clinical staff.
• Assists with scanning and filing of records. Less than 2 errors of misfiled pages per evaluation year.
• Exhibits positive attitudes during times of change and disruption. Recognizes providers support and/or assistance to co-workers as needed. Works cooperatively in group situations. Works actively to resolve conflicts. Readily accepts direction from supervisors. Supports team leader. Does not require reminders about cooperation and teamwork standards. Fosters a non-discriminatory environment. Has a positive effect on people.
• Volunteers and actively participates in monthly safety inspections and FHH drills.
• Removes non-operating equipment from use and notifies the appropriate person when repair of equipment is needed. Monitors equipment for completion of repairs before returning to service.
• Role models clean and neat work area. Cleans up after self and others.
• Demonstrates proper body mechanics and follows safety guidelines.
• Performs job duties in accordance with CHC policies to include infection control, standard precautions, and right to know.
• When a safety issue arises, immediately notifies the supervisor, and initiates a written report.
  
  

Generous benefits, including accrued paid time off, 7 paid holidays, 1 Anniversary Award (after first year). Eligible for health care, vision and dental benefits (employee, parent and child, employee and spouse, or family options). Company provided Life and AD&D Insurance. Company paid Long Term Disability, Employee Assistance Program, 403(b) plan with company match and additional voluntary benefits including cancer, hospital, accident coverage, and more.

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of the individual processes within the clerical area and ability to operate all office equipment.
• Supports the mission, philosophy, goals, and objectives of the CHC. Compliance 100% of the time.
• Performs job responsibilities with attention to safety concerns relating to staff, equipment, and facilities.
• Exhibits emotional maturity as evidenced by resolving conflicts by following established communication norms, expressing feelings and frustrations to the appropriate person in an appropriate place/time.
• Knowledge of the check-in process and end of the day running the batch report and balancing batches.
• Knowledge of call center processes, answering calls, taking messages, working reports etc.
• Knowledge of the attendance desk process, greeting patients, visitors, and guests. Knowledge of how to direct patients to where they need to go.
• Knowledge of medical records processes, scanning and filing.
  
  

Minimum Qualifications

• Ability to relate to culturally diverse patients and community.
• Graduation from high school with commercial/business courses or the equivalent required. Graduation from Medical/Secretarial program preferred.
• Computer skills and experience required. Medical terminology required. EMR experience preferred.
• Must have excellent communication skills as well as the ability to speak, write and understand the English language. Must be able to work independently.
• Minimum physical effort required. Intermittent sitting with freedom of movement. Occasional walking, bending, lifting, pulling, and reaching.
• Normal vision and hearing required.
• Frequent periods of concentration and attention to details with frequent opportunity for diversification of tasks. Frequent interruptions.
• Sensory requirements include the ability to articulate and comprehend the spoken English language, in addition to being able to read and write the English language.
  
  

Working Conditions

• Work performed in a modern well-equipped environment. Interfaces with fellow employees daily. Uses office equipment daily, multi-line telephone, fax machine, copier, shredder, and computer.
• Consistent interaction with the community.
• May be asked to lift about 25 pounds.
• This position could require prolonged periods of sedentary, standing, and/or walking for more than (8) hours per day.