Job Description

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Greet all patients and visitors to the practice in a professional, consistent, timely and respectful manner.  Effectively interact with a  diverse population.

Perform all check-in and check-out functions as outlined by the MGH/MGPO Front Desk Standards of Operations.

Answer all incoming phone calls utilizing courteous customer service skills. Transcribe messages accurately and distribute to the appropriate individual(s) in a timely manner.

Schedule patient appointments including ancillary services appointments and facilitate referrals to specialty care as needed.

Ensure accurate demographic and financial information for each patient encounter.

Possess knowledge of insurance including third-party insurers, payer contracts, non-contracted plans.  Knowledge of Financial Services and self-pay resources.  Provide patients with information as needed.

Initiate managed care insurance referrals and obtain prior authorization when indicated for specialty care and other ancillary services.

Track specialty care referrals to ensure appointment completion. Follow up with patients and specialty care departments on incomplete referrals as directed by referring clinician.

Track and coordinate patient appointments related to Population Health measures.

Collect co-payments as applicable and reconcile cash/billing drawer daily.

Participate in team huddles as part of team-based care of patients. 

Monitor patient waiting area for patient flow and wait times; maintain neatness.  Communicate wait times to patients in a timely manner and help to resolve any issues.

Responsible for monitoring and oversight of provider schedules to ensure accurate and timely appointment scheduling. 

Adjust provider schedules when necessary in accordance with practice policies.  Contact patients to communicate schedule changes as needed and ensure timely rescheduling

Update end-of-day appointment status to record no-shows, cancellations, and left without seen.

Sort correspondence (mail, faxes) and distribute appropriately.

Responsible for medical records management to include filing, scanning, chart preparation, and release of medical information in accordance with HIPAA. 

Maintain confidentiality and privacy consistent with HIPAA guidelines.

Troubleshoot workflow and scheduling issues to ensure an efficient daily operation.

Problem solve emerging patient concerns in a timely and appropriate manner.

Provide cross-coverage for other administrative staff members during absences, vacations and variations in workflow as needed.

Assist with orientation and training of new PSC staff.

Actively involved in Primary Care practice re-design and process improvement.

Work with leadership on ongoing departmental projects.

Perform all other duties that are unit specific and appropriate to this level of position.

SKILLS/COMPETENCIES REQUIRED:

Knowledge of computer skills necessary to use appropriate modules of Epic to include appointment scheduling, referral management and electronic medical record navigation.

Good command of the English language.

Strong interpersonal, organizational and time management skills.

Ability to work collaboratively and independently.

Demonstrates initiative and continually strives to enhance the credibility of the department. Takes ownership and responsibility for work and behavior.

Ability to problem solve and function as a resource to other members of the team and resolve complex issues on behalf of the providers and patients. Seeks guidance and direction appropriately.

Ability to multi-task, prioritize effectively and exhibit composure in a fast-paced environment.

Ability to effectively evaluate all aspects of a situation and independently make appropriate and timely decisions.

Knowledgeable and compliant in all hospital, state and federal regulatory requirements, including hospital policies and procedures (where applicable to the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).