Outpatient Clinic Front Office Lead

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Brief Job Description:

Would you thrive in an environment where you learn and grow personally and professionally all while helping make a positive impact on people’s lives? Do you appreciate being around others like yourself who are dependable, trustworthy, hard workers who believe in the value of each other, teamwork, and inclusivity? HSCS is dedicated to building a diverse community atmosphere where employees feel valued, supported, and accepted while providing specialized care for Texans in need. If providing hope and healing through compassionate, innovative, and individualized care interest you, we welcome your application for the position below.

The Medical Clinic Scheduler works under the general supervision of the Outpatient Clinic Program Director, with moderate latitude for the use initiative and of independent judgment. Coordinates and schedules all medical appointments or treatments. Maintains and/or creates tracking systems to track consents, approvals, appointment requests, records requests, records receipts, and follow-up visits.

Coordinates with medical staff providers to ensure orders are entered, including special instructions for appointments, and notifies the individual of any special instructions. Communicates appointment information with various departments to ensure staffing needs are met. Assembles information for scheduling packets. Processes return packets from outside providers and follows up as needed. Processes and tracks information for approvals prior to procedures. Maintains a current provider list of physicians accepting patients, to include information necessary to request an appointment, obtain medical records and consents, and documentation of the provider’s contracting status. On a limited basis, locates new providers willing to treat hospital patients. Trains and monitors support staff designated as back-up to the Scheduler, including the development of training materials, and reporting any issues to the staff supervisor. Responds to all inquiries about appointments, consults, consents, or any other requested information in a courteous and timely manner. Acts as support and cross-trains for other duties as needed or directed by the Scheduler’s supervisor.

Must understand that duties, location of work, and shift pattern are subject to change as determined by the administration to meet the needs of the clinic. Must understand that the duties may include exposure to blood and other potential infectious material.

Compliance with DSHS Immunization Policy required: serologic evidence of immunity to, or documented evidence of vaccination against, measles, mumps, rubella, varicella (chickenpox), Tdap, annual vaccination against influenza (and hepatitis B if applicable). Performs other duties as assigned. Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

Essential Job Functions (EJFs):

Attends work on a regular basis and may be required to work a specific schedule other than normal hours, at times, even a rotating schedule, extended hours and/or overtime in accordance with agency leave policy and performs, other duties as assigned.

Coordinates and schedules all appointments. Compiles the patients with appropriate medical data, patient demographics, insurance or billing information, consents to treat, etc. Reviews all returned paperwork for follow-up visits or further testing/specialist care tracking to verify that all follow-ups and testing are scheduled in a timely manner. Communicates with provider offices via fax and phone to schedule, reschedule, verify appointment instructions, schedule follow-ups, resolve conflicts, and provide/coordinate any other necessary information to ensure patient care.

Maintains or develops (as needed) tracking systems to track consents, approvals, appointment requests, records requests, records receipt, follow-up visits, and scheduled appointments. Tracking systems include electronic databases as well as hard copy files. Requires attention to detail and accuracy as the information is used by various hospital departments for the purpose of reimbursement, transport and staffing to ensure patient care.

Communicates appointment information with various departments within the clinic. Notifies medical providers, case managers, nurses, clients rights, and any other departments about appointments. Replies to inquiries about outside appointments to various departments in a timely and professional manner.

Assembles patient registration packets.

Reviews and processes packets. The paperwork must be date stamped, copied, and distributed to the appropriate Clinic provider or covering provider immediately upon the patient’s return. Distributes paperwork to the Nurses and other required staff. Original paperwork to be sent to patient’s chart after medical review. Reviews paperwork and provides follow-up notification. Tracks requests for additional testing/labs and faxes information back to the requesting office when completed. Reviews and maintains copies of return information to ensure orders have been entered into the electronic record system before hard copies can be destroyed.

Processes and tracks information for approvals including obtaining procedure codes, diagnosis codes, and estimated fees from the specialist office. Obtains estimated fees. Verifies insurance benefits (if applicable) with reimbursement and notifies outside hospitals/provider offices if insurance is available. Obtains consents to treat to ensure patient consent/ understanding of procedure and maintains file copy. Inserts copies in the individual’s electronic files, notes in CWS, and forwards copies to be included in the individual’s hard copy chart. Updates the denial/approval in the tracking system, notes in CWS, forwards to the patient’s hard copy chart, and notifies appropriate staff of the outcome.

Maintains and updates provider contact list, to include specialty location of practice, contact phone number/fax for appointments, special instructions, nursing contact (if applicable to specialty), current contract information, and information for area hospitals. As necessary, locates providers not currently on the contact list.

Trains and monitors the accuracy of the designated back-up scheduler to include development of training materials as needed, explaining the tracking systems and processes, understanding hospital policy and procedures and audit practices, and reports performance of back-up to the staff’s supervisor.

Fields inquiries for medical records/accounting requests. Assists with reconciling responses to all request for reports or verification of trip status. Researches and responds to accounting regarding the validity of the charges based on trip description, services billed, and verifies charges are being billed as the correct patient.

Performs other duties as assigned. Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

Knowledge, Skills and Abilities (KSAs):

Knowledge of office practices and procedures.

Knowledge of HIPAA standards and hospital privacy policy regarding electronic communication formats.

Skill in the use of standard office equipment and software.

Ability to implement administrative procedures; to interpret rules, regulations, policies, and procedures; to communicate effectively; and to train others.

Ability to develop and implement tracking systems.

Ability to establish and maintain effective working relationships with the public as well as supervisors, co-workers, and various departments within the hospital. Skilled in written and oral communication in

English and Spanish. Bilingual preferred.

Skills to promote and enhance open communications with all required departments and professionals.

Ability to communicate with providers and other parties to facilitate care/treatment and referral opportunities.

Skilled in using a computer, email and internet-based equipment and software, such as Outlook, Word, Excel, and PowerPoint.

Ability to work on multiple projects and meet time sensitive deadlines.

Ability to work under pressure and prioritize job assignments.

Ability to maintain confidentiality and promote its maintenance effectively with groups.

Registrations, Licensure Requirements or Certifications:

None

Initial Screening Criteria:

Graduation from a standard senior high school or equivalent OR at least two years’ experience in a professional support role.

Experience using electronic patient records.

Experience with Microsoft Office. Specifically, Outlook, Word, and Excel.

Experience working with patients and/or families.

Able to communicate in both English and Spanish - oral and written.

Additional Information:

Applicants must pass a fingerprint criminal background check, pre-employment drug screen, and registry checks including the Client Abuse/Neglect Reporting System (CANRS), Nurse Aid, Medication Aide and Employee Misconduct, List of Excluded Individuals/Entities (LEIE). Males between the ages of 18-25 must be registered with the Selective Service.

All applicants must be at least 18 years of age to be considered for employment at a state-operated facility. Waco Center for Youth applicants must be 21 years of age.

Flexibility in work hours may be required for this position. The position may be required to work overtime and/or extended hours.

Compliance with HHSC immunization policy and state hospital operating procedures related to immunizations is required. According to the Centers for Disease Control and Prevention, healthcare workers are at significant risk for acquiring or transmitting hepatitis B, measles, mumps, rubella, varicella (chicken pox), tetanus, diphtheria, pertussis (whooping cough), and influenza. All these diseases are vaccine preventable. Vaccines may be provided. As a result, state hospital policy requires employees be vaccinated according to their level of contact with individuals. In the event you choose to not be immunized for the influenza virus, you may be required to wear a mask and take other protective measures.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form