Medical Office Assistant - Call Center

JOB TYPE: Full-Time

Who We Are:

As the only independent and physician-led faculty practice plan of the University of Tennessee Health Science Center, University Clinical Health (UCH) offers best-in-class clinical care through a network of 175+ providers across 19 specialties to meet the healthcare needs of the Mid-South community. UCH is a not-for-profit, non-tax-supported group practice and is here to serve the community while providing medical excellence to our patients. 

Position Summary:

The Medical Office Assistant (MOA) will perform clerical duties in our Patient Access Center, including greeting patients and visitors, processing automated appointment scheduling, completing patient registration, updating patient demographic information, receiving co-payments for each visit, and assisting with referral coordination and call center responsibilities.

The MOA will manage incoming and outgoing patient calls, assist patients with scheduling and appointment-related needs, process and follow up on referrals, communicate with patients and clinical staff regarding referral status, and ensure referral information is accurately documented and routed to the appropriate department or provider. 

The MOA will also perform various patient care activities while providing excellent customer service to patients, physicians, and other members of the healthcare team.

Key Results Areas (KRAs):

• Exhibit excellent customer service skills by greeting and welcoming each patient and visitor.
• Assist with patient flow and coordinate a positive patient experience throughout the department’s approved check-in/out process.
• Accurately determine patient needs, notify clinical staff of patient’s availability to be seen, and ensure each patient completes required forms/paperwork in its entirety.
• Manage patient appointments, check in/outpatients, receive and scan patient paperwork, and respond/resolve tasks in Epic.
• Assist both the patient and clinical staff by organizing & distributing information needed for patient care, providing PHI to patients and internal/external parties by following HIPAA guidelines, and following instructions from team leaders as requested to ensure high-quality patient care
• Perform Call Center duties, including managing patient calls, scheduling appointments, and routing patient needs appropriately.
• Perform referral duties, including processing, coordinating, tracking, and following up on patient referrals.
• Financially secure each visit utilizing managing payments & batches, collecting & communicating patient balances, estimates &/or co-pays, and accurately collecting insurance information.
• Accurately enter patient information into patient medical records.
• Conduct general MOA duties such as pre-certs & authorizations, chart preparation, and clerical tasks.
• Maintain strong working relationships with administrative and clinical teams.

Core Competencies 

• Knowledge of the following: 
  • Medical terminology 
  • Application of medical chart requirements
  • HIPPA regulations
• Excellent written and verbal communication skills
• Proficiency in administrative tasks
• Basic understanding of clinical tasks
• Excellent interpersonal skills
• Exceptional attention to detail

Education & Experience:

• High School Diploma or equivalent Required
• Minimum of 1+ years of customer service experience Required
• Experience using Epic system strongly Preferred