Ophthalmic Services Representative

JOB SUMMARY

An OSR is a multi-skilled person trained to facilitate medical practice operations. The OSR assists patients, the manager, physicians and clinical staff to ensure operational efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identify yourself to internal and external customers by wearing your identification badge at all times.
• Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
• Deliver outgoing correspondence and mail to the mailroom and other locations as appropriate.
• Collect incoming mail from the mailroom, sort, and deliver to the appropriate person in the department.
• Maintain office supply inventory. Receive and deliver office supplies.
• Run work-related errands for physicians or manager.
• Prepare charge tickets for the next day appointments.
• Answer telephones promptly and in a professional manner according to Corporate customer service standards. Take a comprehensive message when appropriate. If transferring the call, advise the patient prior to the transfer. Follow-up as appropriate to resolve the caller’s issues.
• Schedule patient appointments correlated between physician and testing schedules within the prescribed protocol.
• Re-schedule patients as necessary, including removal of cancelled appointment from physician and testing schedules.
• Prepare chart information for physician’s daily as necessary by department.
• Triage urgency of patient concerns and seek additional guidance where needed.
• Obtain all authorizations and referrals necessary for medical and vision insurance plans.
• Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
• Verify and update demographics and verify insurance in the practice management system at each patient encounter.
• Notify clinical staff patient has arrived and provide tech with appropriate documentation and information for the visit.
• Collect all co-payments, deductibles, and other monies owed at the time of service. Follow established protocol for receipt writing, cash collections, and nightly deposits.
• Check out patient according to office protocols.
• Other duties as assigned.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities. 
• Perform other duties as may be assigned cheerfully and willingly.

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma, or equivalent.
• Prior healthcare or ophthalmic experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications.
• Preferred ability of typing 40 cwpm.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints. 
• Must be able to work under stress and remain calm and professional. 

WORK ENVIRONMENT

• Clinical/Medical practice front office environment
• Exposed to frequent and constant interruptions in daily functions/schedule. 
• Must be available to customers and staff throughout the day. 
• May be required to work extended hours to meet department needs