Office Assistant I-II (Columbia, Md) - Columbia Medical Practice

JOB TITLE (lA):  Office Assistant I-II

GENERAL SUMMARY OF DUTIES: Responsible for working with CMP providers and staff to support the clinical environment in a manner that promotes quality and efficient operations. Duties will be performed following CMP policies, procedures, protocols and workflow under the supervision of the manager of the assigned department.  Employees will be assigned periodically to work evening or Saturday hours and to provide support in other departments when required. At least one evening per week and two Saturdays a month. Bilingual abilities preferred.

SUPERVISION RECEIVED: Reports to the dual Manager and Supervisor (if applicable) in the assigned department.

SUPERVISION EXERCISED:  None.

Office Assistant I-II

RESPONSIBILITIES:

Office Reception

1. Greet patients in a welcoming, polite, prompt, and helpful manner.

2. Provide information, answer questions, direct and instruct patients within the guidelines of CMP policies and procedures.

Administration

1. Work queues – Monitor and Reconcile for Pediatric Department  

2. Prescription  and test results pick-up

3. Medical Record Requests: Refer patient request to Clinical Operation

4. Stock printers, copiers and credit card machines with paper for the next day or as needed

5. Maintain waiting room order:

• A. Routinely sanitize
• B. Remove trash
• C. Maintain furniture arrangement
• D. Water plants (if applicable)
• E. Fresh water and cups for dispenser (if applicable)
• F. Organizing of reading materials

Phone Reception and Management

1.     Master basic functions of Avaya phone system.

• a.     Login
• b.     Placing/retrieving calls on hold
• c.     Transfer

2.     Answer phones in a pleasant, prompt, polite, and helpful manner utilizing guidelines

3.     Patient outreach scheduling as assigned for MCO and operate phones

4.     Ability to multitask and handle a steady volume of phone calls, using proper guidelines to schedule

5.     Sending messages to providers and refill requests

6.     Using best judgement to schedule appropriate appointment type

Appointments

• a.      Scheduling
• b.     Moving appointments
• c.      Cancelling appointments
• d.     Bumped appointments rescheduling
• e.     Advise patient of co-pays, balances due at time of visit
• f.      Weave App – Virtual Waiting Room

Medical Records

1.     Required to handle various medical records/pediatric forms including sports form, school health inventories, medication forms, FMLA, etc..

• a. Must be able to research last appointment and determine if appointment is needed
• b. Ability to enforce procedures pertaining to fees and processing times for form completion
• c. During the summer months we can acquire a heavy volume of forms per day from families for Camps, School entries, and Sports.

Patient Portal

• a.     Notify patients of availability of web portal and procedure for account set-up
• b.     Generate patient “invite†in portal Dashboard
• c.     Refer patients with portal issues to designated Clinical Operations Staff

Phreesia

1.     Process credit card payments as needed

 Must demonstrate time management and ability to master the above and be ready for further responsibility in order to be promoted to OA II.  Potential to occur within 3 to 6 months.

 GENERAL DUTIES:

1.     Maintain waiting room, front desk work area and phone room in a clean, neat and organized manner with appropriate supplies available

2.     Ensure compliance with OSHA regulations regarding biohazard material and waste disposal

3.     Support quality programs including Patient Centered Medical Home (PCMH), Medicare Meaningful Use (MU) initiatives, ACO quality criteria and any other Quality or insurance programs adopted by CMP

4.     Perform other duties as assigned by Department Manager/Supervisor

EDUCATION:  High school diploma or equivalent; prefer advanced training in Technical or Vocational school

EXPERIENCE:  Minimum 1 year experience with patient registration and insurance verification;

2 years of experience preferred

KNOWLEDGE & SKILLS:

• 1.     Knowledge of medical terminology and ability to read and write various forms of documentation (handwritten and typed medical records)
• 2.     Computer literacy on PC workstation or laptop/tablet notebooks and use of internet and other research tools
• 3.     Excellent verbal skills to manage high volume of telephone calls in a clear, concise, professional, helpful and knowledgeable tone and manner
• 4.     Basic knowledge of medical insurance
• 5.     Knowledge of OSHA guidelines
• 6.     Strong commitment to quality customer service
• 7.     Interpersonal and communication (written and oral) skills for liaison work with patients, co-workers, internal and external clients
• 8.     Organized work habits that include: attention to details, ability to prioritize work and handle multiple tasks in a fast-paced setting
• 9.     Problem-solving skills with ability to apply sound judgment to decision making
• 10.   Professional image in manner, appearance, motivation and work habits
• 11.   Flexibility to company and department needs (i.e. cross covering in other departments for medical practice site location, extended hours (cover 6:30 AM start time), weekends, extra-curricular company activities to promote community awareness)
• 12.  General knowledge of office equipment to include telephone function, fax, copier, scanners and printers, PC and notebooks, etc.
• 13.  Ability to work effectively in a team setting as well as independently
• ENVIRONMENTAL/WORKING CONDITIONS:
• 1.     Regularly reads and reviews handwritten or typed medical records and prepares and develops additional data and notes for use by medical personnel
  
• 2.     Regularly deals with multiple patient cases and potentially stressful situations
• 3.     Risk of exposure to communicable disease, i.e., viruses, lab specimens, and airborne pathogens
• 4.     Regular stoops and bends to store/move supplies (up to 25 lbs) or to assist in procedures and tests.
• 5.     Regularly carries materials and supplies necessary for patient care.
• 6.     Must use computer to access and to enter patient information
• 7.     Regularly receives high volume of telephone calls
•  
• PHYSICAL DEMANDS: 

1.     The employee is primarily seated while performing the duties of the position.  Occasional walking or standing is required.

2.     The hands are regularly used to write, type, key and handle or feel small controls and objects.  The employee must frequently talk and hear.  Weights of up to 25 pounds are occasionally lifted.

3.     The physical demands described here are representative of those that must be met by the employee to perform the essential duties and responsibilities of the position successfully.

4.     Requirements may be modified to accommodate individuals with disabilities.