Administrative Specialist - FP Front End Operations

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

Summary:

May perform duties of an administrative representative but with greater autonomy and discretion. Work involves a greater knowledge of office/clinic procedures and practice, independent judgment and problem-solving skills.

Responsibilities:

• Interact with patients, visitors, and staff while complying with all UNC Health policies, HIPAA regulatory guidelines and departmental policies. Assist and respond to customer inquiries and needs in person, by phone, and/or electronic communication.
• Schedule and reschedule appointments, check in/check out all appointments, assist patient with use of kiosk if applicable, collect copayments, pre payments, and prior balances owed. Balance cash drawer, reconcile discrepancies, and secure cash payments and checks. Ensure compliance with revenue cycle and financial audit requirements.
• Verify demographic and insurance information and run insurance eligibility either before appointment or when patient is present. Scan insurance cards, photo ids, and forms. Prepare, educate, and collect patient signatures on required forms (MSPQ, Site of Service, GCT, NPP, etc.) Protect, store, and dispose of PHI as necessary. May contact insurance companies directly to verify/determine eligibility.
• May perform complex scheduling of patient appointments, often including a series of coordinated or linked appointments and/or ensuring particular time parameters are met. Scheduling from referral and orders as appropriate.
• Handle incoming calls and directing appropriately. Respond to staff messages, Epic secure chat, and emails. Attend staff and clinic meetings and manage multiple work queues.
• May train others using written or verbal communication, Coordinating and completing special projects independently or in cooperation with other groups as assigned, schedule interpreter services or patient transport needs, and other administrative duties as assigned.
• In addition to front desk responsibilities, this staff member will serve as a subject matter expert and resource for the OBGYN Front End Ops teams. They may be called to assist with projects, report generation, managing work queues, or serve as an initiative champion. This staff member will act as a role model and advocate for compliance with policies and procedures and will participate in training other team members.

Education Requirements:

• High School diploma or GED

Licensure/Certification Requirements:

• No licensure or certification required.

Professional Experience Requirements:

• Two (2) years of clerical or administrative experience
• If Bachelor's degree, no years of clerical or administrative experience
• If Associate's degree, one (1) year of clerical or administrative experience

Knowledge/Skills/and Abilities Requirements:

• Customer Focus: makes the customer and their needs their top priority and goes the extra mile to satisfy their customers. Demonstrates the ability to resolve customer problems.
• Technical expertise: understands the technical aspects of one’s job. Effectively uses Microsoft office products in order to produce reports and documents. Demonstrates the ability to learn and master the scheduling system as appropriate
• Coachability:
  Receptive to feedback, willing to learn and embraces continuous improvement
• Accountability:
  Manages performance to meet expected results. Works to meet the internal/external customer requirements.
• Fiscal responsibility:
  Understands the insurance process and seeks to make the best decision/referral in the interest of the customer. Understands the relationship of the budget and resources to the strategic plan.
• Coaching:
  
  Shares information, advice and suggestions to help others to be more successful. Provides appropriate support and acts as a resource depending on the situation and capabilities of the employee.
• Conflict Resolution:
  Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people. Finds agreement on issues and follows through on implementation
• Solving…