Front Office/Medical Office Support - Red Canyon Family Medicine

Description

                                            Front Office/Medical Office Support RCFM

• We pay for 100% of your health insurance premium.
• We offer flex spending for medical/dependent care.
• Primary Care Partners strives to maintain a positive work life balance for every individual.

Job Summary:

Answer incoming calls, make appointments appropriately for patients, greet and check in patients as they arrive, check patients out, update insurance information, collect payments and co-payments, with extensive interruptions. Set up follow-up appointments and maintain doctor schedules, work on registries, calling patients to remind them of upcoming appointments, provide the best customer service and phone techniques to patients; good listening skills, communication skills, multi-tasking skills, patience, and maintain a pleasant working environment for all staff. Responsible for clerical support of the various quality improvement efforts of the practice such as (but not limited to) Disease and Wellness Registries, Meaningful Use activities, and Eagle Dream. This staff member will work closely with the Care Coordinators, providers, and other associates to offer the clerical and administrative support to those efforts to ensure compliance to the quality improvement protocols. This will include chart reviews, documentation support, contacting patients to help coordinate the patient medical care and treatment plans. Employee will provide medical records at the request of patients, parents, providers, insurance companies, and law firms. This staff member will also be responsible for the recall letter process, and will assist with receptionist duties, as needed, to ensure best patient care. Please note that delegation of certain duties and responsibilities noted below will occur to specific individuals within the Front Office/MOS team. However, cross training will be required to ensure all have a well-rounded knowledge of all elements required for the team as a whole.

Duties/Responsibilities:

Phone Work

• Answer incoming phone calls
• Answer incoming Back Line (Emergency Line) phone calls; typically a provider to provider
• Make, confirm and cancel appointments appropriately per individual provider preference
  • Ensure appointments are scheduled correctly with routine monitoring
  • Paperwork needed for appointments has been received
  • Print and mail ASQ’s

• Take messages and deliver to the appropriate people
  • Utilize “tasking” in the EHR if appropriate
• Utilizing strong customer service skills, field upset patient calls; deescalate the call, forward to the Office Manager, or refer to the Patient Advocates

Customer Service & Computer Work

• Check in & check out patients
• Schedule New Patient appointments, follow up appointments, Behavioral Health visits/co-visits, minor procedures, hospital follow up appointments, acute visits, physical exams, chronic disease follow up appointments, etc.
• Reschedule bumped and wait list appointments
• Greet and schedule patients that come in for walk-in appointments; INR check, pregnancy check, flu shot, etc.
• Positively communicate with patients on their appointment wait times (if provider is running behind), clinic policies, expectations, etc.
• Block provider schedules based on Office Manager and provider direction
• Based on clinic metrics, schedule patients for Gaps in Care appointments as directed by the Office Manager and/or provider
• Create new patient accounts
• Receive any packages from UPS, USPS, FedEx, etc. that may be delivered to the clinic
  • If temperature sensitive shipments are delivered, ensure they are properly stored or given to an employee that can take care of the package in a timely manner; e.g. immunizations that must remain as certain temperatures

• Fax or give in person, New Patient applications to those looking to establish care
  • Ensure these applications are given to the provider to review in a timely manner
    • When provider has given decision, call patient to alert them on said decision
• Prepare paperwork for next day’s appointments
  • Patient intake form
  • Patient Choice Forms
  • PHQ9’s
  • Various other screening tools

• Check eligibility on all insurances for each appointment.
  • Update patients’ PM account with new or updated insurance information at each appointment.
• Monitor eAppointment task bin for requested appointments via the patient portal.
• Obtain prior authorizations for medication and imaging as assigned.
  • Appeal denied authorizations as needed.
• Scan and batch all paperwork that must be uploaded to patient charts
• Close open or old orders
• Referrals:
  • Send outbound referrals
  • Close referral loop once consultation notes are received.
• Assist the Back Office with managing task bin when short staffed.
• Prepare pickups for couriers from various entities; St. Mary’s Hospital, Primary Care Partners
• Abide by the Non-Compliant Chronic Disease Protocol for patients out of compliance per provider direction
• Monitor various referral worklists in the EHR to ensure the following:
  • Ensure the referral loop is closed; that we received notes back from a provider that we referred one of our patients to
  • Ensure that referrals sent to RCFM are addressed and patients are scheduled in a timely and efficient manner

• Verify insurance, notify the billing office of any changes
• Scan in most recent insurance card and photo ID
• Prepare Phreesia tablet for patients to complete check in process
  • Assist patients that may need extra help with this technology
  • Assist patients in taking their “Patient Photo” with the Phreesia tablet

• Mail:
  • New patient paperwork (or fax)
  • Recall letters for annual physicals, well child checks, and AWVs
  • Patient Choice Forms
  • AWV Paperwork
  • ASQs to parents prior to WCC
• Create schedule for providers.
• Update demographic information as needed
• Inform back office of patient arrival
• Assist in maintaining accurate attribution and patient panels
• Maintain the “pick up” file of paperwork and prescriptions; cleaning out when necessary
• Obtain forms/documents, notate and distribute
• Direct incoming traffic; giving patient directions to various places in Fruita if asked, showing them where the bathroom is, etc.
• Collect for account balances and co-pays
• Follow My Health invites, and minor trouble shooting
• Stay informed on proxy Follow My Health invitations to ensure HIPPA compliance
• Provide the patient with their clinical summary upon check out
• No Shows, notify the family of a missed appointment and document the no show
  • Follow the clinic’s No Show protocol if appropriate, communicating with Office Manager when a patient is up for discharge

• Ensure new patient paperwork was completed correctly and update the account (s)
• Reconcile daily payments and balance the petty cash drawer at the end of each day

Other:

• Monitor Front Office task bin in the EHR; scheduling appointments, reaching out to patients, establishing care, etc.
• Attend trainings as assigned
• Perform Medical Records duties as assigned
  • Processing, invoicing, mailing records, etc.

• Light housekeeping; organizing lobby, watering plants, light dusting
• Appropriately document in the patient’s account when a piece of mail is returned
• Make copies as needed/requested
• Fax:
  • Monitor inbound fax queue. Appropriately x-print or print documents.
  • Distribute faxes in a timely fashion.
• Decorating as assigned by the Office Manager
• Stock the front with necessary office supplies
• Alert Office Manager of any office supplies that need to be ordered
• Room patients / clean rooms (when necessary)
• Using Eagle Dream, abide by clinic’s registry protocols to ensure proper management of chronic diseases; e.g. Diabetes, Hypertension, COPD, etc.
• Participate in Primary Care Partner’s committees and task forces as assigned.
• Attend Front Office Meetings
• Attend Front Office Huddles with Office Manager
• Cover the Front Office at other divisions of Primary Care Providers as assigned or requested by Office Manager

Position Type/Expected Hours of Work:

This is a full-time position at 34-40 hours a week. Works primarily four to five days a week, Monday through Friday between 7:45 a.m. – 5:00 p.m. Expected hours of work may change at any time with or without notice.

Risk Level:

Medium to High Exposure

Working Environment:

This job operates in a professional office environment primarily seated at a desk in a well-lighted, ventilated area.

Physical Demands:

The physical demands descripted here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This is primarily a sitting role with significant phone work, some walking around the office with some light lifting. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

Work Experience:

Reception or clerical experience preferred. Medical Office experience preferred.

Education Experience:

High School Diploma

General Requirements:

Must have phone skills and pleasant phone voice; customer service oriented; some computer skills, able to multi-task; perform well under pressure; able to work at a fast pace

Salary : $16