Medical Office Specialist; U; Call Center

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This position is very important to the continued success of the Center in that, in most instances, this is the "first contact" and "first impression" a patient receives about the Center. This person is the first line of communication with patients, either face to face when patients present to clinic or via telephone when patients are calling to request appointments or medical information.

All medical office positions will have a major percentage of time assigned to either front desk reception OR the patient services phone center. However, although these positions are assigned a major area, they will all eventually be cross trained to work in either area when situations arise due to staffing needs.
The medical office positions will focus on non-clinical medical office duties such as scheduling appointments, assisting patients by initiating phone notes in the EMR and routing to Nurse Triage Desktops, registering new patients and updating established patients in the practice management system, and cashiering duties.
This position, as a medical office specialist, serves as a resource to medical office associates and assistants and participates in the training of new staff.

• Clinical Office Reception 10%
  • Performs reception duties including greeting and interviewing patients, obtaining demographic information, operating data entry equipment and related auxiliary equipment to enter, review, verify or retrieve demographic data.
  • Generates patient charge ticket labels and/or related materials such as patient chart summaries via terminal and related equipment.
  • Prepares patient forms, securing signatures, assisting with the comprehension and completeness of these forms, release of information, prepayment, signature authorization, etc.
  • Ensures that charge ticket labels are generated for all outpatient appointments.
  • Collects co-payments at the time of service.
  • Prepares deposit monies daily, receipt log and cash reconciliation sheet at the end of each day.
  • Responsible for coordinating interpreters for special needs patients.
  • Maintains clinical reception area ensuring patient comfort in a professional environment.
• Phone Center Duties 85%
  • Answers the telephone in a professional manner.
  • Schedules patient appointments per protocols.
  • Registers new patients in practice management system following established protocols
  • Work closely with Patient Arrival Team to complete all registration and insurance information on new patients.
  • Screens calls for physician and nursing staff and initiates phone notes in Touchworks for routing to desktops.
  • Answer all incoming calls and refer to appropriate person using directories.
  • Discern urgency of requests using protocols and assure prompt attention.
  • Maintain operating knowledge of the following information systems:
    Centricity Business, Touchworks, Web Exchange, Symposium Telecom System.
  • Maintain cognizance of calls on hold using Symposium System Log to determine wait times and assist in meeting standards of service.
  • Serves as a resource for other staff in the unit and assists in training new staff.
• Other Duties 5%
  • Assist in assigning medical record numbers to paper information for scanning into electronic chart.
  • Scan patient information into the scanning system for Health Information Management Staff to index into EMR System.

If you require assistance, please contact the Office of Human Resources at hr recruitment or call  Monday through Friday, 8:00am-4:30pm.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient…