Medical Office Rep Lead - Outpatient Behavioral Health

Medical Office Representative Lead

The Medical Office Representative Lead coordinates and participates in the daily clinic preparation process, including patient registration, patient check in/out, charge posting/cash management, appointment scheduling and clinical rooming/vitals. Consistently communicates and documents information to ensure patients' needs are clearly communicated and met. The Medical Office Representative Lead also ensures timely flow of patients, assists leadership, physicians, advance practice providers, clinicians, and nurses to provide optimal care to patients and families.

The Medical Office Rep Lead assists with and implements the orientation and ongoing training of PSR/MOR office staff and takes initiative to analyze and improve ambulatory workflow processes.

Qualifications:

• Basic Life Support (BLS) within 30 days - American Heart Association (AHA)
• Medical Terminology Upon Hire

Education:

Certificate of Completion:
Medical Assisting

• Previous public contact position, basic computer skills, and experience using fax machine, copier and other general office equipment. Other experience will be taken into consideration.
• Previous work experience in medical office setting preferred.

Other Requirements:

Strong communication skills and professional telephone etiquette; observes high standard of confidentiality; ability to deal with a large volume of calls and multiple tasks concurrently; memory for details; ability to prioritize and complete tasks under stressful conditions with interruptions; ability to accept and implement change and function in instances where clear directions are not always apparent. Ability to take initiative to support the development and success of role and department.

Must be able to work independently as well as function as part of the clinic team. Interpersonal skills necessary to deal effectively with staff members, providers, patients, regulatory agencies, and administration. Strong Epic knowledge and skills necessary, along with extensive experience with patient registration, insurance, and accounts. Leadership skills for team building, performance feedback/coaching, and organizational skills necessary.

Responsibilities:

• Patient Check-In/ Registration/ Account Setup
• Patient Check Out/ Eligibility/ Appointment Coordination
• Patient Scheduling
• Insurance verification;
  Competent and proficient with coverage and rules that apply to eligibility, network coverage, and benefits.
• Answers telephone, takes and delivers messages to physicians, nurses and others. Reports and documents medical information obtained from patients and referring physicians accurately, completely and in a timely manner. Distributes all messages according to practice communication standards.
• Receives and processes patient payments
• Providing patient follow up information and communication letters per departmental protocol
• Manages all incoming patient care requests related to in-basket activities, referrals, work queue activity, and incoming telephone calls.
• Initiates and secures prior authorizations as needed
• Manages multiple providers' schedules and floats to other workstations and departments as needed
• Rooming patients:
  Collects vitals and pertinent information regarding the patient's chief complaint, family history, social history, and required health screenings.
• Assists with preparing the rooms for clinic patient visits.
• Completes medication reconciliation and health education as applicable upon arrival for a patient visit.

MOR Leadership:

• Coordinates daily work and desk assignments to ensure adequate staffing coverage and excellent customer service.
• Establishes scheduling and registration error standards and audits scheduling and registration data compared to industry related benchmarks.
• Provides continuous feedback to staff to reduce error and enhance workflow processes.
• Participates and coordinates staff training needs including new employee orientation training, acts as preceptor and mentor.
• Prepares staff schedule based on budget parameters and ensure adequate coverage for shifts.
• Works with leadership to ensure provider schedules are efficient and free of scheduling errors.
• Possesses ability to build and maintain EPIC schedules. Manages provider or department schedules: rescheduling patients, holding provider's time off, monitoring the schedule for errors, making and submitting template changes to Cadence team, etc.
• Monitors front office staff promptly and efficiently working new consult referrals, in-baskets, waitlists, and recall reports.
• Ensures department work queues are worked and maintained daily. Supports building a cohesive team to improve employee satisfaction.
• Assists leadership with changing scheduling and registration processes to improve patient through put and satisfaction.
• Develops, implements and participates in Quality Improvement initiatives and performs quality audits as directed/needed.
• Epic EMR Superuser Actively participates and/or leads team huddles.