PSR III Front Office

Essential functions for this position include the following:

• Greets patients immediately upon arrival. Uses appropriate eye contact and acknowledges patient by name. Informs the appropriate staff when patient has arrived. Provides patient with appropriate paperwork to be completed. Scans and files a current copy of the patient’s insurance card and driver’s license. Provides each patient with the proper paperwork when leaving, such as referral forms, orders, etc. Reviews with the patient if any medications where sent to the pharmacy and which pharmacy they were sent to, if applicable. Uses customer service principles and techniques to deal with patients calmly and pleasantly.


• Answers incoming calls in a productive and timely manner; makes sure to answer calls in the order they are received through the scheduling telephone queue. Reviews and responds to telephone voice mail messages, patient portal requests, and emails on a daily basis. Returns calls before lunch and at the end of each day. Transfers calls to appropriate extension; making sure to get an understanding as to where the call should be directed. Repeats critical elements of the conversation verbatim to ensure understanding. Paraphrases what the patient says to confirm understanding. Prepares the call for the possibility of getting voice mail, reassures patient that the call will be returned within 4 hours.


• Uses computerized system to match physician/clinician availability with patient’s preferences in terms of date and time. Schedules appointments according to the scheduling guidelines; schedules verbally over the phone or by using the Patient Portal in the computer system as requested. Enroll patients into the Patient Portal through electronic computer system. If medical practice offers after-hours/one-day appointments, schedules these appointments following urgent/emergency protocols, which may mean scheduling the patient with a physician or nurse practitioner other than their primary physician. Communicates as needed with physicians/clinicians/medical assistants/staff and other physicians about any patient delays/issues/records. Consults with the Administrative Manager about any problems.


• Prepare patients’ chart before the patient is seen; i.e. printing patient data sheets, financial policy, GYN update form, OB questionnaire, HHQ form, and/or HIPAA. Prepares surgery charts; ensures the charts have the appropriate forms needed for the surgery; post op instructions, sterilization consent form, GYN master, OB master, surgery scheduling order form and/or surgery charge sheet. Have the chart ready for check in the day prior to the appointment. Includes add on appointments.


• Checks patient eligibility status. Verifies Medicaid through TMHP and the HMO website. Saves eligibility information as a chart note. Reviews and scans all patient records/documents to ensure all forms are completed, properly identified, signed, and that all documents are filed under the correct document type and filed into the correct patients chart. Also, includes filing the fax server, ICS batches, and ultrasound reports.


• Provides charts/documents requested for use in legal actions, following patient consent and confidentiality protocols. Follows up with physicians to ensure timely processing of requested records/documents. Follows the Texas Medical Board rule §165.2 for the medical record release and charges.


• Collects any OB monthly payments, copays, deductibles, surgery deposits, and old balances as needed. Prints or provides through the Patient Portal a payment receipt. Posts any non-payment notes and sends a task to the business office. Provides information to patients regarding unpaid balances. Post charges and collection of patients’ payments into the computer system. Balances all monies collected with what was entered into the system and make the daily deposit, if applicable. Closes and posts batches at the end of each day. Processes all pending charges that are in the holding tank. Including ICD-10 and CPT coding,


• Uses computer programs to update and complete diagnostic orders to tabulate and analyze data to improve patient care, meet meaningful use stages, respond to surveys and/or used in research studies.


• Processes ACOG’s, referrals, CCD continuity of care to other providers and hospital facilities as requested in a timely manner.


• Floats throughout the medical office performing a variety of duties, which includes serving as a scheduler, check-in, check-out, switchboard, and duties in medical records, etc. Processes, separates, and delivers incoming/ outgoing inner office mail and mail received by the post office to appropriate physicians or staff members on a daily basis.

MINIMUM REQUIREMENTS

Education

• High School Diploma or General Equivalency Diploma (GED).

Other Requirements

• Current health records with the appropriate immunizations to work in the health care field (hepatitis B and tuberculosis) may be required.


• Type 30 wpm.


• Reliable transportation required for travel between offices.

Performance Requirements

• Knowledge of medical practice protocols related to operating front/back office and scheduling appointments.


• Knowledge of manual/computerized scheduling systems.


• Knowledge of customer service principles and techniques.