Office Assistant

Job Summary

Under the direction of the Provider(s) and Practice Manager, the Office Assistant performs all front office duties including answering the telephone, scheduling patient appointments, performing check-in and check-out functions, and maintaining patient medical records. This individual works hand-in-hand with the Provider(s) and Practice Manager to achieve quality outcomes for the patient.

Pay and Schedule

Beginning at $18.41 per hour

Monday 8:30am-5pm, Tuesday 10:30am-7pm, Wednesday 8:30am-5pm, Thursday 8:30am-5pm, Friday 8:30am-5pm

Status

Full-time, non-exempt

Supervisory Responsibilities

None

Professional Behaviors & Expectations

• Routinely demonstrate a strong commitment to Neighborhood Health Center’s behavioral standards by serving as a role model to others.
• Make suggestions on how service can be improved.
• Adheres to NHC’s confidentiality policies related to patients, family and visitors, staff physicians and customers. Responsible for the protection of confidentiality of data at all times.
• Takes pride and care in personal appearance and reports to work in attire that projects professionalism and respect. Adheres to NHC’s dress code guidelines at all times.
• Completes all required education and employee health requirements on time.
• Works in a safe manner and follows all safety requirements.
• A calm, pleasant professional demeanor is expected.
• Must have the ability to work cooperatively with all staff, providers and departments.
• Demonstrates ability to connect on a human level, at a minimum making eye contact with and greeting patients, families, visitors and staff.
• Shows courteous interactions, including correct voice inflection and positive body language.
• Demonstrates empathy by acknowledging and validating patients’ situation or experience. (“It must be hard to…” “It must be difficult to…”)
• Appropriately uses therapeutic touch to calm and comfort.
• Demonstrates a cheerful demeanor by smiling or other non-verbal communication, not complaining and displaying a positive attitude.
• Willing to work hard; offers to help others when own work completed. Sensitive to needs and workload of entire unit/department.
• Shows willingness to take ownership; uses “I” or “we” rather than “they” or “them.” Blame is not directed at others.
• Demonstrates compassion by ability to “walk in someone’s shoes” – get to their level, to understand where they are and what they’re feeling, and help them get to where they want to be.
• Supports team by recognizing and celebrating successes and failures, giving credit publicly, actively participating in team activities, treating team members with respect and dignity.
• Always considers safety first when making decisions.
• Routinely demonstrate a strong commitment to NHC’s behavioral standards by serving as a role model to others.

The above statements reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

Essential Responsibilities

The following list describes the essential duties of this role. Individuals in this role may not perform all of these duties, or may perform additional, related duties not listed here.

• Answer and triage incoming telephone calls, responds to questions, takes appropriate messages, schedules patient appointments or transfers caller as necessary.
• Maintains appointment schedule by scheduling patient based on urgency, length of exam time required, and or convenience of patient.
• Confirms next day patient appointments by contacting patient reminding of appointment time, maintains correct availability of days and rescheduling as soon as possible.
• Greets patients as they arrive.
• Collects patient co-payments.
• Verifies patient and insurance information following NHC guidelines. All information to be accurately updated in EHR.
• Updates chart with copies of current insurance card and patient registration forms.
• Prepares new patient charts as appropriate.
• Pulls chart, attaches patient superbill when applicable and notifies medical assistant or other appropriate party that patient has arrived.
• Verifies insurance coverage, plan benefits coverage, and verifies patient signature on various insurance forms.
• Keep patients informed of delays and explain alternatives when possible.
• Coordinate the business schedule and office schedule for the Provider(s).
• Check out patient by collecting any additional payment due for services rendered if applicable.
• Enter CPT and ICD 10 codes, when appropriate.
• Record and post charges and payments daily, when appropriate.
• Balance cash drawer and prepare deposit for Practice Supervisor to take to bank.
• Assist patient with billing questions as capable, and refer complex problems to the Practice Supervisor.
• Sorts, distributes, and files appropriate mail, lab results, and transcription, and other patient data via ICS / document management accurately according to timelines established by the practice.
• Process requests for medical records to patients, and other healthcare providers according to timelines established by the practice.
• Performs all duties respectful of confidentiality and safety of all patients, employees, and Providers.
• Adheres to established quality principles and standards established by NHC.
• Follows up with patients that failed / no showed their appointment.
• Monitors patient portal, EHR tasks, and e-mails daily.

Secondary Function

Supports the Clinical staff under the direction of qualified medical personnel within the scope of skills and abilities.

Other duties as assigned.

Age of patients served

All Age Groups

Patient Satisfaction Responsibilities

• Promotes an environment that inspires compassion in staff.
• Exhibits and promotes passion for excellence in patient care and patient satisfaction.
• Supports the “team” concepts as a mechanism for promoting patient care and patient satisfaction.
• Dedicated to an environment of well-informed patients /family.
• Recognizes and communicates the importance of providing a positive patient experience.
• Utilizes patient and family input in measuring patient satisfaction to make service improvement.

Qualifications

REQUIRED EXPERIENCE: Six months previous clerical experience with a general understanding of insurance preferred, previous work experience in a provider office or medical related position, and knowledge of medical terminology.

REQUIRED EDUCATION: High School Graduate or GED equivalent

REQUIRED LICENSE: N/A

Prerequisite Skills

• Demonstrated oral communication skills needed to develop employee and patient rapport.
• Written communication skills necessary for charting and documentation.
• Demonstrated ability in handling patient confidentiality.
• Ability to work with peers in a team situation and follow specific directions.
• Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, e-mail usage and web-based applications. May also be required to understand and utilize electronic medical record technology.
• Document conversations with patients in the medical record utilizing appropriate software or guidelines established by the practice.

Successful completion of orientation and competency based skills appropriate through ongoing assessment of competence and educational activities. Written evaluations are done on an annual basis.

• A calm, pleasant professional demeanor is expected.
• Must have the ability to work cooperatively with all staff, providers and departments.
• Must be committed to Patient Satisfaction and Patient Safety.

Work Environment

The work setting will be within the NHC practice(s).

Overtime: rarely

Work on Holidays: occasionally

Work on Weekends: occasionally

Work on Different Shifts: occasionally

On-Call: no

Travel: rarely

Physical Requirements

Heavy Lifting: no

Pushing/Pulling: yes

Standing: yes

Sitting: yes

Walking: yes

Climbing: no

Other Exposures: N/A

This description is intended to describe the general nature and most essential duties to be performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Management has the right to assign or reassign duties and responsibilities to the job at any time. All NHC campuses are smoke-free.