Adminstrative Assistant

JOB RESPONSIBILITIES

Customer Service

• Deliver exceptional customer service to external customers (patients, families, referring providers, insurance carriers, etc.) and internal customers (healthcare providers and staff).
• Meet or exceed service standards of the healthcare industry.
• Communicate promptly and professionally.
• Demonstrate patient-centered customer service skills.
• Handle crisis situations effectively.
• Utilize available information technology efficiently.
• Process complaints following standard procedures.
• Provide flexible coverage for internal service needs.
• Apply continuous process improvement methods and skills.

• Multi-Specialty Call Processing & Scheduling
• Answer incoming calls and handle inquiries related to scheduling, general information, and referral status.
• Transfer calls to Nurse Triage when necessary, following established guidelines.
• Schedule and manage patient access to clinical services in the Connected Care Center.
• Record accurate and detailed information in the electronic medical record (EMR).
• Assess and direct calls to the appropriate staff for patient care and needs.
• Process calls promptly, professionally, and courteously.
• Provide callers with relevant information, such as directions, addresses, and operating hours.
• Utilize schedules and departmental procedures to connect callers with the appropriate on-call personnel.
• Follow departmental policies for different types of encounters (e.g., refills, telephone consultations, documentation).
• Schedule patient appointments for Connected Care Center clinical services through various sources, including inbound calls, work queues, clinical service requests, etc.
• Act as a liaison and information resource for physicians and nursing support staff.
• Direct patients to the appropriate clinicians for healthcare issues.
• Process and route direct referrals to other clinical services.
• Accurately enter patient information into the Epic system.
• Utilize proper organization forms and documentation for all patients.
• Collaborate with providers to maintain up-to-date clinic templates and block schedules in Epic.

• Registration, Managed Care, Financial Clearance
• Ensure administrative and financial preparation of patients prior to their visit by following registration workflows. Gather and verify patient information, including demographics, insurance coverage, and financial status.
• Pre-register patients with accurate demographic data, including race, ethnicity, language, and disability information.
• Conduct financial screening using the Experian tool to determine patient eligibility for financial assistance programs.
• Transfer patients to the appropriate department to address their financial concerns.
• Confirm patient eligibility for healthcare coverage.
• Enter all information accurately into Epic EMR.
• Provide information on authorization requirements per diagnosis and service to referring physician offices, organization Health Plan Office, patients, and insurance companies.
• Maintain proficiency in ICD-10 requirements.
• Schedule appointments and coordinate with other ancillary and clinical services as necessary.
• Resolve patient concerns and managed care-related problems using problem-solving and negotiation skills.
• Create medical record if not already available.

• Visit Preparation & Integrated Care
• Prepare for patient visits by reviewing established visit preparation items and documenting their completion while speaking with the patient.
• Contact referring providers to obtain any necessary items that have not been obtained.
• Schedule patient appointments.
• Obtain prior medical records and studies when necessary.
• Arrange for interpreters, and other special accommodations as needed.
• Send out information packets to patients.
• Provide personal reminders to patients about upcoming appointments.
• Prepare patient for virtual visits as needed.

• Referral Management
• Process incoming internal referrals for the Connected Care Center clinical services.
• Verify and update patient demographics, including address, contact numbers, and primary care physician (PCP) information.
• Ensure referrals contain the minimum required information.
• Contact the referring clinic (internal or external) if any of the minimum required information is missing.
• Utilize Media Manager software in Epic to upload documents into patient charts for current medical care or referral purposes.
• Perform document scanning at the point of care, paying meticulous attention to detail to ensure accurate placement of records in the patient’s chart.

• Training and Competency
• Engage in relevant educational activities to enhance knowledge and skills for assigned work.
• Attend staff meetings, informational sessions, and other learning opportunities.
• Stay up to date by reading vendor documentation, trade and other relevant publications.
• Collaborate with peers and colleagues to exchange information.
• Successfully complete required initial training and core competency assessment for PAS (Patient Access Services).
• Stay up to date with all required organization and role specific modules.
• Maintain core…