Under the direction of the Practice Manager and/or Lead, responsible for patient scheduling and answering calls, taking messages, and routing to appropriate staff in the Practice.
Maintains provider schedules in Hyperspace.
Schedules, confirms, and reschedules patient appointments.
Regularly updates provider schedules and availability.
Verifies patient demographic and insurance information and records changes to ensure patients are registered under their current health plan.
Maintains the strictest patient confidentiality and adheres to all HIPAA guidelines.
Key Responsibility Areas:
**Depending on Practice Site Requirements, an incumbent in this position may not perform all the key responsibilities listed below.
However, it is expected that at least 80% of the responsibilities are performed for this job.
Travel to other sites may be required.
Answers calls and routes them to appropriate staff in the Practice.
Determines purpose for call and initiates scheduling patients in EPIC Hyperspace.
Takes detailed and legible messages per practice protocol with care to ensure timely delivery.
May sort interoffice and external mail.
Identifies and records visit types in scheduling patients.
Based on visit type, follows Practice protocol for scheduling appointments and providing instructions to patients in preparation for visit or procedure.
Where appropriate, ensures patients receive instructions in advance of visit or procedure.
Obtains current health insurance information coverage and reviews current patient demographics.
Updates information as necessary.
Identifies if re-registration is required at time of visit or procedure and advises the patient accordingly.
Cancels or reschedules appointments based on changes in provider availability.
May assist patients with obtaining appointments at other physician and hospital sites and/or scheduling laboratory or radiology testing.
Tracks provider availability and changes on a daily, weekly basis.
Working with appropriate staff, if authorized may input changes into EPIC Hyperspace to ensure patients are booked properly.
Retrieving and Maintaining Patient Records:
If applicable to the site or the Practice, pulls patient charts, files information correctly into patient charts, and maintains filing system.
Prepares charts to site and/or Practice specifications.
**Performs all other duties/responsibilities as assigned
Education and/or Training Required:
High school diploma or GED.
EPIC Hyperspace training required. EPIC Template Training if applicable.
Prefer one year experience in customer service setting, preferably in a medical office with basic knowledge of medical terminology.
**All key competencies are based on DMG’s C.A.R.E. values.
Compassion, Accountability, Respect and Excellence.
Capable of providing excellent service to customers, displays a friendly and approachable demeanor, works to resolve customer complaints, and understands customer service
Able to provide order and structure to daily processes and work environment.
Capable of interacting with, and relating to, people of varying educational levels and backgrounds, conveys information clearly and succinctly, applies listening, tact, responsiveness, empathy
Able to write clearly and legibly.
Works effectively with others to accomplish objectives and goals.
Willingly offers assistance to others when the need arises.
Able to learn and become proficient in EPIC software as well as have basic knowledge of Microsoft applications, i.e. Outlook, Word, Excel, and demonstrate keyboarding speed and accuracy, minimum 30 wpm.
Typical Environmental/Working conditions:
Conditions common to a clinic environment including possible exposure to communicable disease.
Fast-paced medical office environment involving contact and interaction with patients, physicians, and other clinical and clerical personnel.
Typical Physical/Mental demands:
Sitting for long periods of time, standing, bending, stooping, stretching for files and supplies, occasional lifting of papers, files, etc. of up to 30 pounds.
Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts.
Also requires hand-eye coordination and manual dexterity sufficient to operate a keyboard, switchboard, telephone, calculator, photocopier, fax machine, and other related office equipment.
Entails prolonged use of the telephone and computer.
Walking is required throughout the day.