Clinic Office Staff I personnel perform a variety of clerical and administrative tasks in accordance with clinic and hospital policies and protocols, as well as federal, state, and local regulations applicable to the clinic, including absolute confidentiality of all patient related information in compliance with HIPAA guidelines. This position is responsible for all aspects of patient registration, admitting, and clinic office related tasks outlined in the essential functions below. Additionally, this position is responsible for collecting and reconciling daily financial data related to the position and effective communication between healthcare providers, staff, patients, pharmacies, and other healthcare offices via oral and written communication and documentation. This position requires daily collaboration with all Gritman clinics, staff from other departments, and other healthcare offices to achieve success and support the values and the goals of the organization. The below Essential Functions are subject to change based on the organizational needs and to ensure with the ever-changing environment of healthcare.
Must have exceptional customer service skills, excellent written and verbal communication skills, positive attitude, and must support and demonstrate the Gritman Way values and behavioral standards. Must have the ability to work closely with others, have a pleasant attitude at all times and be willing to exceed the expectations of patients, visitors, other providers and coworkers. Must have great organizational skills and be able to prioritized tasks and responsibilities. Must be able to work and complete tasks with little supervision. Must have experience working with computers and have the ability to document and communicate via office systems. Some education and/or experience in Medical Office are preferred. On the job training is provided.
Valid driver’s license and auto insurance required or transportation means to drive from clinic to clinic in the event you are needed in another location.
Medical Office Receptionist
This person must provide high quality reception support and customer service to our patients, providers, and staff, in a caring and supportive manner. Performs opening and closing duties of office and maintains front office and waiting room throughout the day including ensuring office is free of safety hazards. Handles telephone communications, patient check-in and check-out, processes incoming documents (both paper and electronic), labels, categorizes, and routes documents according to office procedures and protocols. Uses office equipment such as computer, telephone, printers, facsimile, copier, scanner, label printers, coffee machine, water cooler, and other office supplies and equipment as needed.
Provides and collects appropriate paperwork and identification from patients according to clinic policies and procedures. Performs eligibility check for all patients and resolves eligibility issues with patients and insurance. Ensures accuracy and completeness of completed paperwork and accurately enters data and documents into the electronic medical record. Checks patients in and out for services at the clinic and ensures follow-up services or appointment reminders are set up as needed. Monitors waiting room and patients and assists in minimizing delays and communicating to patients and staff to resolve any concerns.
Collecting Money, Reconciling, Daily Deposit & Report
Collects co-pays as indicated by patient insurance company requirements. Collects outstanding balances from patient and provides copy of statement and directs billing questions to clinic billing representative. Prepares and processes daily deposit and reconciles money collected with system generated report. Compiles daily reports and forwards to Gritman Fiscal Services department. Immediately reports any financial discrepancies to team lead and Gritman Fiscal Services.
Maintains provider office schedule. Schedules appointments according to scheduling guidelines and direction from team lead and director. Obtains necessary information to properly schedule patients and chooses correct time slots and documents reason for visit in appointment notes according to protocol. Contacts patients as needed to schedule appropriate follow-up.
Creates new patient electronic medical records as needed, ensuring that MR# matches hospital system. Gathers and inputs data and information to complete the medical record as needed. Works with other healthcare providers and offices to obtain needed medical records prior to visit (i.e. transfer of care, ER follow-up, and other follow-up visits when outside data is needed). Release medical records to patients or other healthcare providers as appropriate following local, state, and federal regulations and clinic policy.
EHR Clinical In-box
Processes electronic documents both incoming and outgoing through electronic fax and clinical in-box in EHR. This includes, but is not limited to, processing and labeling incoming medical records, refill requests, consult notes, lab results, and other correspondence.
Assist overall function of office by monitoring front office area and waiting room for safety, security, privacy, and/or patient concerns. Promptly contacts 9-1-1 for emergency situations. Promptly notifies appropriate staff and leadership in the event of an incident or complaint AND utilizes the online reporting system and/or EHR to document as per protocol. Relays necessary non-urgent information to team leads and/or director (i.e. office supplies needed, malfunction of equipment, etc.)
Provides a positive and professional representation of the organization.
Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
Maintains hospital standards for a clean and quiet environment.
Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.
Participates in ongoing quality improvement activities.
Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.
Complies with organizational and regulatory policies for handling confidential information.
Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in The Gritman Way.
Neonatal, pediatric, adolescent, adult, and geriatric. All genders, race, ethnicity, sociopolitical and socioeconomic demographics, marital and sexual preferences groups, developmental and physical abilities, religions, and nationalities served.
Fast paced office environment that requires the ability to prioritize as the situations occur. Some lifting (<35 lbs), reaching, pushing, pulling, twisting, bending, stooping, kneeling, up and down from computer to other equipment, typing, reading small print, reading computer screens, sitting and standing are required for this job. Requires corrected vision and hearing to normal range, constant talking, hearing, and seeing to interact with patients, visitors, and staff
Indoors. Exposure to limited amount of outdoor environment when sitting at Front desks. Exposure to ice and snow during winter months when entering/exiting building and ensuring entrances are clear and de-iced for customers and visitors. Exposure to public germs and viruses.
Appendix A – Current Specific Daily Job Requirements for Office Staff
(The Office Staff employee is to complete all necessary tasks, including but not limited to the list below)
1. Open the building according to protocol.
2. Close the building according to protocol.
3. Verify cash box count and the beginning and end of every shift and complete daily reports & reconciliation per protocol.
4. Prep clipboards for daily appointments per protocol.
5. Collect co-pays and outstanding patient balances per protocol.
6. Answer the phone 15 minutes prior to opening of clinic and until clinic closes for the day.
7. Check voicemail prior to clinic, throughout the day, and prior to close. Create patient cases and route appropriately for all health related messages.
8. Keep front area and patient waiting room clean and organized. Sanitize using proper protocol throughout the day and after contagious patients are seen.
9. Keep “pick-up drawer” organized and up to date.
10. Greet all patients, vendors, and representatives within 30 seconds upon their entry into our office.
11. Verify identity of all visitors requesting to go past security door in waiting room and confirm that they are being escorted by a staff member, have business associate agreement on file (for vendors), have been cleared through Gritman for purposes of employment, or for purpose of volunteering or shadowing.
12. Check-in patients – Promptly register and complete check-in process in E.H.R.
13. Collect/update all demographic and insurance information PRIOR to patients being taken to the clinical area (EXCEPTION: emergency situations).
14. Verify PCP information for all Medicaid patients PRIOR to patient appointment. Assist patient with completion of any necessary paperwork to transfer PCP and send to insurance company. For changes that cannot be made prior to appointment, notify patient and/or get guidance from director. (DO NOT REFUSE CARE for acute medical care needs).
15. Verify Worker’s Compensation information for all work-related injuries. Assist patients in ensuring all paperwork is completed and in order PRIOR to appointment.
16. Scan driver’s licenses, other forms of government ID, and insurance information into E.H.R. for all patients according to protocol.
17. Process and/or prepare all incoming and outgoing mail daily.
18. Follow Financial Policy and Financial Assistance Policy and educate patients and assist with providing financial assistance applications.
19. Review and process clinical in-box items in a timely manner following protocol.
20. Monitor patient waiting area for excessive wait times, potential problems, or patient inconvenience. If patients have been sitting longer than 10 minutes past their appointment time, check with clinic staff on expected time that patient will be roomed and promptly report information to patient. If necessary and appropriate, offer to reschedule or allow patient to complete a quick errand and return to clinic.
21. Reschedule patients as needed and as requested by team lead, director, or provider.
22. Review call schedule and each clinic provider schedule daily so that you are aware of who is working, who is on-call, and what healthcare provider resources you have for the day.
23. Ensure all incoming “paper” documents are scanned and routed by the end of your shift (EXCEPTION: Incoming Medical Records that are greater than 50 pages AND are not needed for an upcoming appointment can be securely stored in a locked cabinet or drawer to be worked on next shift).
24. Check-out patients in a discreet and timely manner in the E.H.R. while also ensuring that they have all necessary information, know when they will hear from our office next, and have follow-up appointment scheduled or tickler for next appointment put in system.
25. Ensure that all eligibility and phone issues have been fixed for the next day’s appointments.
26. Ensure that all confirmation calls have been completed and contact made for next day appointments. Perform manual confirmation calls as needed.
27. Support your co-workers and staff and back-up as needed within your legal scope of practice.
28. Check mail/obtain at local post office if applicable.
29. Prepare and take daily deposit to the bank.
30. Secure all medical records, PHI, and cash prior to leaving for the day.
31. Weekly tally of incomplete/unsigned provider encounters. Notify director of any unsigned patient encounters beyond 5 business days. (Provider documentation is expected to be signed off as soon as possible after the encounter. We understand that occasional delays happen and want to also ensure that we are addressing any concerns promptly and complying with CMS expectations of complete documentation.)