Medical Office Assistant - Front Desk - Oncology

General Summary:

Perform various clerical duties to support the operation of the office.

Supports the Patient-Centered Medical Home (PCMH) by working with patients, families, providers and other staff to promote timely access to needed care, provide daily continuity of care coordination, and coach patients, families and care givers to understand the patient care plan and self-care management responsibilities.

Principal Duties & Responsibilities

Standard 1 – Front office responsibilities

• Greets patients and families in polite, prompt, helpful manner
• Provides any necessary instructions/directions
• Provides necessary forms to patient for completion and signature, reviews same for accuracy
• Assures proper completion of the HIPPA forms
• Inputs information into computer
• Verify and/or update insurance information and address information changes
• Informs appropriate office personnel of patient arrival via computer system
• Collects copay and prepares receipt
• Updates schedules with copay information
• May be involved in reconciling and balancing receipts
• Makes change from petty cash
• Maintains proper documentation and processes receipts appropriately
• Assures petty cash receipts are reconciled and signed by second person not involved in collection of money.

Standard 2 – Phone Calls

• Processes incoming phone calls and assures messages are documented appropriately utilizing the EMR if appropriate.
• Scans information to EMR if appropriate

Standard 3 – Other office responsibilities

• Processes mail
• Ensures that requests for information are handled promptly and effectively
• Ensures letters from Medicare are forwarded to the appropriate individual
• Ensures record requests from insurance companies are handled according to policy
• Ensures record requests from law firms are handled according to policy
• Uses computer system to generate information necessary for billing including printing of schedules and charge tickets.
• Maintains clean, orderly waiting area including beverage area and reading materials
• Supplements office staff as reception tasks permit by assisting with photocopying, computer input/typing, scheduling laboratory or radiology work as directed.
• Prepares return to work slips as required by office.
• May be asked to assist with scheduling patients for follow-up appointments, procedures, second opinions, laboratory and radiology procedures

Standard 4 – Behavior

Communication

• Exhibits excellent written and verbal skills.
• Utilizes assertive communication skills in addressing concerns or problems.
• Participates as a member of organization/institutional committees as requested.

Initiative

• Able to conceive innovative strategies and ideas for the center, exhibiting “out of the box” thinking.
• Performs job duties effectively with minimal direction.
• Initiates new ideas and projects that enhance patient care or other aspects of services and care.

Team Orientation

• Service as a team member among co-workers and peers.
• Participates in TCCC activities that enhance patient care and work surroundings.

Patient Privacy

• Participates in assuring that all personally identifiable healthcare information of the patient will be maintained confidential.
• Assures that any oral or written disclosure of personally identifiable healthcare information should be minimum necessary to serve the purpose of performing quality care to the patient.
• Understands any disclosure outside payment, treatment, or healthcare operations requires written patient authorization in each instance.

Respect

• Understands and demonstrates sensitivity to the cultural diversity of patients, staff, and visitors.

Other duties as assigned

Knowledge, Skills & Abilities Required:

Performance Requirements

• Ability to excel in an environment of constant change, problems and unexpected interruptions, where extreme pressure to deliver results is expected.
• Ability to organize and prioritize tasks effectively.
• Ability to read, understand and follow oral/written instructions.
• Ability to communicate clearly in person, on the phone, and via the computer to establish/maintain cooperative relationships with patients, families, physicians, staff and other customers.
• Knowledge of computer systems and applications.
• Skill in using office equipment and handling paperwork/filing adequately.
• Sill in customer service principles by creating a pleasant waiting room atmosphere.
• Consistently arrives at work, in professional attire, on time and completes all tasks within established time frame.
• Seeks appropriate tasks when primary tasks are completed and assists co-workers as needed.
• Demonstrates adaptability to expanded roles.

Education:

High School Diploma or GED required. Post high school education in office operations preferred. Customer service training preferred. Minimum of one year experience as receptionist in health care setting and experience with office equipment. Working knowledge of Microsoft office and EMRs.

Preferred

• Minimum of 1 year experience as a medical office receptionist in a healthcare setting.