Lead Office Operations Assistant

Job Requisition: REQ3478
Employment Type: Full-Time
Shift: Days
Hours Per Week: 40 hours

Location:Charlton Primary & Urgent Care

Hiring Range: $19.30- $25.82

The actual compensation for this position will be determined based on experience and other factors permitted by law.

Responsibilities:

• Greeting Patients : Welcomes patients and accurately enters their information into applicable systems. Verifies the patient’s identification. Uses proper identification and greeting when answering phone calls. Prioritize calls and messages, and route to appropriate person/department as necessary.
• Patient Registration : Collects all patients’ demographics in an accurate and efficient manner. Obtains all signatures as appropriate. Ensures a valid order is in the medical record if necessary. Coordinates and communicates with appropriate staff/department to obtain additional testing if needed (lab and/or imaging). Assists management with quality assurance as needed.
• Insurance Verification : Obtains insurance information and scans card(s) into the medical record. Demonstrates increased proficiency with insurance verification and verification tools and online resources. Check for Medical Necessity. Able to complete authorization requests as needed/appropriate.
• Collections : Collection of patient co-pays and/or financial responsibility and record payments into medical record. Complete cash reconciliation and deposits.
• Medical Records : Maintain confidential medical records. Obtains records necessary for office visit. Process requests for medical information in accordance with established policies and procedures. Respond to patient request for medical records. Management of incoming and outgoing faxes.
• Scheduling : Schedules medical office appointments and/or basic diagnostic testing and referrals when needed; physical, occupational or speech therapies; surgery and/or imaging services.
• Quality control : The Lead Office Operations Assistant ensures that all patient data is accurately entered, and that the registration process runs smoothly. May monitor and audit registrations for compliance with organizational policies.
• Handling escalations : If issues arise during the registration process, such as problems with insurance or complex patient situations, the Lead Office Operations Assistant may intervene or help resolve issues.
• Coordinating workflow : May assign tasks, set priorities for the team, and ensure there is sufficient staffing during peak times

Additional Responsibilities:

• Provides positive patient communication and service recovery.
• Ability to participate in peer interviewing process.
• Place calls for ambulance as directed.
• May be requested to serve as a float or provide coverage in other departments.
• Other duties as assigned.

Education, Training & Experience:

• High school diploma/GED or a minimum of three (3) years’ experience required. Previous customer service required. Previous medical office experience preferred.

Certifications / Licensure:

• Medical terminology certification preferred

Required Skills and Attributes:

• Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job.
• Must be able to multitask while remaining professional, focused, composed and positive.
• Excellent customer service skills
• Displays integrity, friendliness, and compassion.
• Must be able to establish an appropriate and effective rapport with others.
• Demonstrates flexibility
• Takes initiative
• Able to work in a fast-paced environment
• Embraces new opportunities to grow both personally and professionally.
• Effective critical thinking and problem-solving skills.
• Proficient with various Microsoft Office products (Word and Excel).
• Strong organizational skills.
• Effective interpersonal skills.
• Ability to take and follow direction in a positive and appropriate manner.
• Ability to work as part of a team and independently. Must be able to demonstrate effective and appropriate written and oral communication skills.
• Must be able to speak, read, write and follow instructions in English.