Part Time 20 hours Grade 007 Pediatrics Cardiology Schedule SCHEDULE TO BE DETERMINED BASED ON OPERATIONAL NEEDS Responsibilities Overview The Outpatient Access Specialist (OAS) provides a high degree of customer service and clerical support to the Pediatric Cardiology Practice in the Childrenâ™s Heart Center and coordinates functions associated with patient information processing for ambulatory care visits and procedures. The OAS works closely with other OAS staff and associated medical providers, acting as a resource to faculty and staff. Monitor and ensure all functions are completed in an accurate, efficient and customer friendly manner. Pediatric Cardiology is a highly complex practice involving but not limited to medical procedures serving the inpatient and outpatient population. The OAS interfaces with the Department of Surgeryâ™s Division of Cardiothoracic Surgery to coordinate surgical procedures and pre/post-operative appointments. The Childrenâ™s Heart Center is a complex subspecialty clinic, where approximately 5,000 consults and follow-up visits and 15,000 diagnostic cardiac procedures are performed annually. Demonstrates ICARE* values in each of the major responsibilities. Major Responsibilities Reception and Registration Reception Greet patients to initiate positive ambulatory experience, identify healthcare provider to be seen, direct patients to next destination, obtain signatures as needed (e.g., for insurance forms), identify and assess patientsâ™ special needs (e.g., interpreters). Provide constant vigilance of waiting area ensuring no patient waits unduly long providing communication between Tech/Nurse Station and the patient if there is a delay to patientâ™s appointment time. Hand out patient satisfaction surveys twice monthly and facilitate in keeping waiting area and restrooms clean. Registration Provide accurate registration collect patient demographic and financial information of patient arrivals in Flowcast in an efficient, customer oriented manner. Confirm patient insurance and demographic information following protocol for updating Flowcast information; distribute questionnaires when appropriate and collect co-payments following protocol for the collection of co-payments. Monitor registration errors, complete missing registration data, reconcile and ensure accuracy of patient information to reduce billing rejections.Identify ways to reduce follow-up, repetitive, or corrective work. Using Flowcast print daily schedule, prepare paperwork and enter standard test orders in the Electronic Medical Record (EMR).Organize in respective folder. Notify Tech/Nurse station of all infection controlled flagged patients scheduled for the day. Stock clipboards with appropriate questionnaires. Serve as a focal point for handling patient issues and serve as front-line problem solver. Electronic Insurance Verification Research insurances for patients on next dayâ™s encounter list that are not ELIGIBLE in CIVU column. Update Flowcast and notify CIVU office via email of insurance status Provide support for clinic activities including monitoring supplies, and assist providers with escorting patients to exam rooms. Train new staff; review competency, identify areas of concern and propose resolution to Administrator; direct work until staff meet requirements. Identify and propose efficiencies for streamlining clinics and scheduling and patient flow. Telephone Management Opens a telephone encounter in eRecord when patients calls, assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handlingtelephone complaints, utilizes service recovery concepts, serves as front-line problem solver. Clinic Preparation Using Flowcast, print and review to prepare for clinic patients; review and identify patients in need of reminder calls; identify and resolve issues in preparation for future clinics. Prepare weekly Reports gathering patient clinical information to be discussed in Provider Conferences prior to the patientâ™s scheduled procedure that week. Attention to detail is required to ensure the most recent clinical data is included on the Report. Scan documents via On-Base to eRecord daily. Financial Management Reconcile daily co-payment log sheets at the end of the day for each clinic and balance cash drawer. Identify and resolve discrepancies. Reconcile reports with encounter forms and ensure all charges are captured. Work directly with coders and billers to ensure billing is accurate prior to submission to Pediatric Billing Office. Coverage Provide cross coverage for other staff members in the Clinic. Provide checkout support; schedule procedures, follow up appointments and appointments with other specialty referrals internal and external to Medical Center; coordinate multiple visit appointments to reduce return visits resulting in increased customer satisfaction. Other Clerical Duties Perform miscellaneous tasks as assigned by Supervisor such as medical records management, maintain logs and census reports. Requirements High School diploma and 2.5 years related work experience; or an equivalent combination of education and experience. Medical terminology experience preferred. Demonstrated ability to word process documents and enter data into a database. Demonstrated skills related to achievement of customer satisfaction. Demonstrates the ICARE values to patients, families and staff. Ability to act as a resource to less experienced staff. Demonstrated ability to type accurately on office equipment. Demonstrated customer relations skills. Medical office/clinic experience preferred. Demonstrate skill and efficiency in Flowcast, eRecord and electronic insurance verification system. Demonstrate ability to type accurately and prioritize assignments. High degree of professionalism with excellent communication and strong customer service skills required. Demonstrate efficiency in prioritizing assignments, skill in proactively resolving problems and recommending and implementing continuous quality improvements. Demonstrate skill and efficiency in Flowcast Web, eRecord and electronic insurance verification procedures. Demonstrate efficiency in prioritizing assignments and skill in proactively resolving problems. Ability to work independently and with minimal direction in a fast-paced, stressful environment required. Efficient and effective multi-tasking skill required. Position also rated according to attendance
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