Medical Office Lead

Job Description

Job DescriptionPOSITION SUMMARY

Position is the on-site resource for front-desk staff in their assigned location/office, representing the practice in a professional, courteous manner while receiving patients into the practice. Assists Patient Access Supervisor with coordinating staffing coverage schedules and oversees daily activities of front-office team. Provides support/guidance to office staff, physicians and advanced practice providers, and is considered the subject matter expert on workflows and processes related to front desk and revenue cycle at practice site.

ESSENTIAL FUNCTIONS

1. Coordinates, motivates and directs workflow of front office including check in, check out, co-pay collection, ongoing pre-auth renewals, and time of service balance collection. Assists with resolution of conflicts among staff through open and direct communication.

2. Oversees general office operations. May serve as administrative support for the physicians in the practice location.

3. Coordinates patient visits by scheduling new appointments, diagnostic testing and subsequent follow-up visits as directed by a physician or advanced practice provider.

4. Ensures all patient information is entered in a timely, accurate manner and maintains patient flow. Collects payment for services and/or assists patients with insurance billing issues

5. Collects all charge slips from other front desk staff and reviews them for accuracy and completeness. Reconciles charge slips against schedule to ensure complete charge capture. Returns charge slips to clinical staff without the necessary information or if there are any discrepancies.

6. Available daily to assist with problem solving including scheduling and patient relations issues with guidance from the Patient Access Supervisor and Clinical Office Leader when necessary.

7. Problem solves staff scheduling issues, provides on-site coverage and obtains staff coverage through open communication and meeting regularly to discuss issues as they arise. Coordinates staff coverage during sick and vacation leave. May assist with ADP/timecards review and approval, as delegated by the supervisor.

8. Covers for front-office roles (such as patient service rep, medical receptionist, etc.) as needed. Regularly performs essential job functions of those roles to ensure skills are maintained

9. Collaborates with clinical staff and other revenue cycle team members to answer all patient questions and concerns

10. Serves as the on-site trainer and practice management subject matter expert for revenue cycle staff assigned to the practice. Functions as the primary trainer for new and existing revenue cycle staff at the designated location.

11. Coordinates and oversees timely scanning of patient forms such as history forms, insurance cards, other relevant information into the electronic medical record.

12. Supports and oversees new employee orientations throughout the department.

13. Provides input to the Patient Access Supervisor to complete employee evaluations/appraisals

14. Ensures departmental and practice protocols are followed, and identifies training and possible performance needs. Works with and regularly communicates this information to the Patient Access Supervisor.

15. Strives to maintain positive patient relations by handling problems and complaints in a professional, confidential manner

PRIMARY RESPONSIBILITIES

· Performs patient check-in/check-out process with all patients. Reviews patient chart to determine what registration information is needed from the patient at time of check-in. Ensures patient records are accurate and up to date including key demographic and insurance information such as patient name, address, date of injury, payor information, etc. by verifying existing information or entering updated data into the computer system.

· Maintain open communication with clinical staff to minimize interruptions to the providers’ schedules.

· Greets each patient as they enter the practice in a professional, caring manner and is warm in welcoming patients and vendors.

· Identifies patient education needs regarding diagnostic studies and notifies clinical staff of special needs.

· Ensures payments received at time of service are properly attached to correct documentation and secured in a locked drawer.

· Ensures the waiting area is presentable. Notifies Facilities of any specific needs or concerns to ensure a pleasant and safe experience for all staff, visitors and patients.

· Maintains patient confidentiality according to state and federal and company regulations including HIPAA privacy and security requirements.

· Attends meetings, as assigned, and participate in educational activities to keep skills up to date

· Demonstrates professionalism at all times.

· Performs other duties necessary to maintain the overall efficiency and continuity of the dept/practice

· Displays cooperative behavior and interacts positively and effectively with others to promote a team environment

· Is proactive in identifying, reporting and participating in the resolution of any potential or actual patient safety issues

QUALIFICATIONS

· High School diploma or equivalent

· 1- 2 years of previous lead/coordinator experience in a healthcare, practice office setting experience or other revenue cycle experience such as financial counseling, customer service, scheduling or patient access

· Knowledge of Orthopaedic, health care revenue cycle protocols, HIPAA and regulatory expectations

· Strong problem solving, conflict resolution and facilitation skills

· Excellent customer service skills

· Excellent communication and interpersonal skills, with the ability to interact with all internal and external customers in a professional and caring manner

· Ability to work independently and as part of a team

· Proficient computer skills, including MS Office and knowledge of electronic medical records

· Familiarity with practice management software systems and processes; and revenue cycle workflows, key performance indicators and protocols.

· Ability to complete work in a timely, accurate and thorough manner

PHYSICAL DEMANDS / WORK ENVIRONMENT

· Operation of various office equipment; fax machine, telephone & voice mail system, stationary/lap top computer, scanner, e-mail system, cell phone, pager, and copier – data entry and typing

· Light lifting of paperwork, folders or other general record keeping materials

· Lifting of mail bins and boxes up to 30 lbs.

· May be required to sit or stand for extended periods of time

· Occasional travel between other company locations

· Regular coverage for other shifts or locations due to staff vacations, scheduled and unscheduled absences

· Occasional reaching, bending