Low Vision Clinic Operations and Intake Associate

Employment Opportunity

Low Vision Clinic Operations & Intake Associate

Job Description:

VIA is seeking a full time Low Vision Clinic Operations & Intake Associate to work 37.5 hours per week. This position is primarily responsible for low vision clinic reception and patient care including, but not limited to: answering/making calls, directing calls, scheduling, collecting patient information, processing payment information, and patient follow up/education as necessary. Assists in the day-to-day low vision clinic operations to ensure efficient processing, billing, and to make sure all patients are served at the appropriate level of customer service as well as departmental operational support.

Essential Functions:

Intake Duties

• Use a Trauma-Informed approach when answering intake phone calls by establish a sense of trustworthiness, build a sense of safety for the client, ensure they feel they have a sense of choice, collaborate with other departments, and ultimately help the caller feel empowered with information and a path forward after the conversation.· After building a rapport with the client, explore what the client is seeking with probing questions and
  help guide them toward the correct program or services.
• Gather appropriate demographic information including contact information, brief medical/functional history, insurance, designate appropriate level of triage in case of emergency.
• Enter intake data into Apricot and communicate this information to the appropriate department heads. Document referral source and informal supports assisting with referral.
• Monitor phone calls, answer at minimum 50% on first call, return all calls within 24 hours or next business day. Monitor inquiries from outside providers and respond as soon as possible, within 24
  hours or next business day.

Low Vision Clinic Operations

• Overall reception, clerical, and front-desk duties including but not limited to; attaining and maintaining accurate demographic and financial information, scheduling/rescheduling, reminder calls, insurance/referral verification, check-in/check-out, scanning/processing necessary documents (insurance cards, reports), and follow up on Provider’s instructions (including equipment demonstrations).
• Answer phone and respond to voicemails / emails promptly and efficiently.
• Perform In and outbound calls to assist with patient questions, training, and concerns related to agency services and use of adaptive equipment.
• Facilitates patient flow by notifying the provider of patients' arrival, managing delays, and communicating with patients and clinical staff.
• Protects patient confidentiality in accordance with HIPPA standards.
• Low Vision Clinic equipment inventory, maintenance, and sales-in accordance with established SOP(s)
• Utilize inventory software to account for all sales including private pay, NYSCB/vendor orders and internal inventory transfers.
• Provide coverage in off-site location(s) during scheduled and unscheduled staff absences.
• Assist the vision rehab department with equipment and cross services as needed or requested.

Competencies:

• Demonstrate excellent external and internal customer service
• Excellent verbal and written communication skills
• Effectively communicate with colleagues, customers, vendors and/or outside agencies
• Effectively work with individuals of diverse backgrounds and needs
• Adapt communication style depending on assigned duty
• Maintain confidentiality and professionalism in a fast-paced environment
• Achieve results independently and work well as part of a team
• Demonstrate detail orientation in completion of duties
• Demonstrate patience, flexibility, and active listening

Qualifications:

• High School diploma or equivalent required.
• 1-3 years’ experience in Intake or other position acquiring sensitive and HIPAA client information
• NYS drivers license and reliable transportation OR the ability to travel effectively to assigned geographic locations
• Prior experience in medical/reception/customer service in an office environment highly preferred
• Prior experience with medical insurance terminology and general insurance principles highly preferred

VIA is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at (716)882-1025.