Job description
POSITION SUMMARY:
The BUAP Practice Operations Specialists' (POS) plays a key role in extending the capabilities of the Practice by working as a partner in the Practice Team supporting and managing the work flows in the Practice. The POS performs all front-end practice duties as well as ensures the highest level of patient satisfaction and a positive patient experience. Primary duties include:
The POS will use a variety of electronic and other means to gather and verify demographic and insurance information, including contacting patients if necessary. The POS is responsible for performing various administrative duties to support the practice on an as-needed basis, and to perform other duties as needed. The POS will also be required to travel to other practice locations to cover absences and staff shortages on a temporary basis, should the need arise.
Position: Practice Operations Specialist
Department: FM Administration
Schedule: Full-Time
ESSENTIAL DUTIES/RESPONSIBILITIES:
I. Communication
The Practice Operations Specialist (POS ):
II. Pre-Visit Preparation
III. Process Improvement
IV. Training/Orientation
V. Patient Registration Responsibilities
VI. Administrative responsibilities
VII. Electronic Medical Records Maintenance & Coordination
VIII. General Duties and Standards
(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).
JOB REQUIREMENTS
EDUCATION:
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
EXPERIENCE:
KNOWLEDGE & SKILLS:
Req id: 27885
The BUAP Practice Operations Specialists' (POS) plays a key role in extending the capabilities of the Practice by working as a partner in the Practice Team supporting and managing the work flows in the Practice. The POS performs all front-end practice duties as well as ensures the highest level of patient satisfaction and a positive patient experience. Primary duties include:
- First point of contact with all incoming patients ensuring a positive patient experience 100% of the time
- Communicating with practice staff and providers about patient status in a timely fashion and managing patient expectations
- Monitoring patient flow throughout the office and updating practice management system
- Managing patient demographics in the electronic systems to ensure that all such patient information is accurate and complete to allow for accurate professional billing
- Managing no show rates by ensuring all patients are confirmed/reminded of pending appointments
- Managing reschedule rates through patient reminder letters and an effective check out process
- Processing patient requests for scheduling, rescheduling and cancellation of appointments
- Performing initial input of patient electronic medical record from legacy paper based charts
- Processing the receipt of all incoming medical record data from other providers/facilities that require upload/entry to patient's electronic medical record
- Assisting practice staff and providers with patient flow activities
- Ensuring patient's electronic medical record is current for provider review prior to the patient's next scheduled appointment
The POS will use a variety of electronic and other means to gather and verify demographic and insurance information, including contacting patients if necessary. The POS is responsible for performing various administrative duties to support the practice on an as-needed basis, and to perform other duties as needed. The POS will also be required to travel to other practice locations to cover absences and staff shortages on a temporary basis, should the need arise.
Position: Practice Operations Specialist
Department: FM Administration
Schedule: Full-Time
ESSENTIAL DUTIES/RESPONSIBILITIES:
I. Communication
The Practice Operations Specialist (POS ):
- Is the primary contact resource for all BUAP patients, as well as communicating with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
- Will greet patients and handle patient inbound phone calls in a timely, efficient and patient-friendly fashion.
- Demonstrate the ability to use effective listening, written communication, and verbal communication skills to resolve patient needs in a professional, empathetic, patient-centered way.
- Route urgent calls to meet patients' needs and ensure patient satisfaction.
- Effectively capture complete information for telephone messages and ensuring messages are routed to the recipient in a timely fashion.
II. Pre-Visit Preparation
- Prepare patient pre-visit by collecting and summarizing critical data to be used by the practice during their visit. Document specific need for visit, including acute or chronic issues, update patient demographic and insurance information, update family information and preferred pharmacy, proactively identify any special patient needs.
- Use a computerized scheduling system to schedule and reschedule appointments, ensure that the right amount of time is slotted and that the correct visit type is selected for each patient appointment. Send detailed confirmation to the patient listing where and when the appointment is, providing directions as needed, providing applicable and language specific pre-visit instructions for any required labs or documentation.
- Monitor provider scheduling templates and ensure each appointment meets the individual provider scheduling rules as established by the Team Coordinator and/or Medical Director.
III. Process Improvement
- Proactively and professionally identify opportunities to improve the work processes and environment, and assisting in the implementation of those improvements as part of an overall team
- Escalate appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient population
IV. Training/Orientation
- Attend scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions, as directed by manager.
- Assist in the training/orientation of new personnel under the direction of the Team Coordinator or Medical Director.
- Participate in staff meetings/initiatives including appropriate quality improvement and education activities, or if unable to attend non-mandatory activities, take responsibility for reviewing meeting minutes and become knowledgeable of issues discussed.
V. Patient Registration Responsibilities
- Interview patients, families or referring physicians via telephone or in person, in advance of the patient's appointment/visit whenever possible, to obtain all necessary, including but not limited to, financial and demographic information required for reimbursement and compliance for services rendered.
- Accept registration updates from various intake points, including but not limited to those received via paper forms, internet registration forms, telephones located in practices and direct calls from patients.
- Ensure that all updated demographic and insurance information is accurately recorded in the appropriate registration systems and electronic eligibility checks are performed for primary, secondary and tertiary insurances including verifying PCP is properly recorded by patient insurance carrier.
- Review all registration and insurance information in systems and reconcile with information available from insurance carriers. For any insurance updates, utilize any available resources to validate the updated insurance information, insurance plan eligibility, primary care physician, subscriber information, employer information and appointment/visit information. Contact patients as necessary if clarifications or other follow-up is required, and at all times maintain sensitivity and a clear customer friendly approach.
- For any patient who is new to BUAP, create a new registration record, accurately obtaining all required data elements, including name, address, phone(s), DOB, primary retail and mail order pharmacy, email address, primary, secondary and tertiary insurance data, responsible party, emergency contact, PCP, scanned id/insurance card, and patient consent form and complete a full registration for the patient.
- Establish appropriate expectations related to the visit, including those related to financial matters, interpreters and directions to the practice. Ensure that patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their insurance cards and a referral (if any) to the visit.
- Print patient encounter and lab order forms and other patient forms as required by the provider.
- Handle telephone calls in a timely fashion, following applicable scripting and customer service standards. Appropriately manage all calls by either working with the customer or referring the call to the appropriate party.
- Cover other patient registration areas within BUAP, as needed, as directed by the Team Coordinator or Medical Director. Travel to other BUAP office locations may be required to cover staffing shortages and absences.
- Contact patients, providers, insurance carriers or practice staff to obtain managed care approvals. Enter managed care approvals into systems and link to applicable visits.
- Direct customers to the appropriate waiting area and provide a brief explanation of what they should expect. Advise patients regarding the option to engage in proximal activities during the waiting period. Distribute and properly explain the use of patient locating devices, if applicable.
- Monitor the waiting room and manage related patient flow processes to ensure that customers are appropriately served.
- When there are potential service or process breakdowns, attempt to remedy the situation. When this is not possible, immediately inform a member of the team who is able to quickly resolve the issue.
- Provide updates to patients and other customers regarding delays, including providing updates when the duration of a previously communicated delay has changed significantly. Notify supervisor of any significant delays identified while monitoring the waiting room, if those changes were not anticipated or communicated.
- Maintain the waiting area throughout the day by arranging reading materials and/or toys to ensure that it is neat and ordered in appearance and meets appropriate customer service and safety standards. Contact housekeeping services when necessary if cleaning is required to maintain the waiting area.
- Ensure that patients' questions are appropriately answered and/or that appropriate follow-up is provided.
- Regularly undergo Registration Quality Audits to achieve the minimum required standard.
- Provide backup for Patient Care Associates when requested by Team Coordinator or Medical Director.
VI. Administrative responsibilities
- Oversee all aspects of general office coordination.
- Maintain office calendar to coordinate work flow and meetings.
- Monitor and assist with maintenance of the organization's website.
- Open, sort and distribute incoming correspondence, including faxes and email.
- Sign for and distribute UPS/FedEx or similarly delivered packages.
- Prepare responses to correspondence containing routine inquiries, as requested by providers.
- Perform general clerical duties to include, but not limited to copying, faxing, mailing and filing, as needed.
- File and retrieve organizational documents, records and reports.
- Coordinate and maintain records for staff, office space, telephones, parking, and office keys.
- Coordinate and direct office services, such as records, budget preparation, personnel and housekeeping.
- Create and modify documents such as invoices, reports, memos, letters and financial statements using word processing, spreadsheet, database and/or other presentation software such as Microsoft Office, QuickBooks or other programs, as needed.
- Set up and coordinate meetings and needed.
- Collect and maintain inventory of office equipment and supplies.
- Arrange for the repair and maintenance of office equipment, as directed.
- Support colleagues in assigned project-based work.
- Assists in special events, such as wellness events & patient screenings.
VII. Electronic Medical Records Maintenance & Coordination
- Collects the paper medical records of all patients who have been scheduled for appointments with a provider and preps the records for scanning by looking for key documents that are scan able.
- Organizes documents for scanning, looking for key documents and/or words, and performing tape repairs and/or staple removals, as needed.
- Identifies forms, standard and nonstandard, online versus paper, and their appropriateness for inclusion in the scanned Electronic Paper Record (EPR).
- Develops efficient process flows to maximize the efficiency and quality of updating patient electronic medical record.
- Responsible for maintaining legacy paper-based medical records until such time as all needed information is recorded in the Patient's EMR
- Writes and inserts header sheets.
- Inspects each scanned image by watching for orientation and quality and re-scans, if necessary, for best possible quality.
- Ensures that all documents are placed in the system so that bar codes can be read and that documents are properly feeding into the system.
- Accurately indexes scanned documents to specific applications; and perform quality control of viewed images, flagging documents to be deleted during this process.
- Interprets scanned documents and updates patient electronic medical record and chart summary, including vitals, allergies, medications, problems lists, immunizations, and other routine historical data.
- Troubleshoots and corrects any system issues or errors that may arise.
- Transfers scanned paper record to holding storage until patient EPR is confirmed.
- Mails copies of documents to referring physicians, primary care physicians, or other outside physicians.
- Interprets medical record requests from patients, referrals, specialists, new PCPs, attorneys and insurance companies and fulfills each request according to written instructions.
- Collects Medical Record Fee where applicable and ensures payments are processed prior to releasing medical records
- Responsible for preparing, indexing and shipping all paper-based medical charts to off site storage once all required data is uploaded to the Patient's EMR, ensuring information is retrievable as needed and a destruction date is established according to hospital policy.
VIII. General Duties and Standards
- Adhere to all BMC and BUAP Department Policies and Procedures.
- Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.
- Utilizes hospital's behavioral standards as the basis for decision making and to facilitate the department and the hospital's goals and mission.
- Organize and maintain an efficient, neat and safe work area.
- Communicate with all internal and external customers effectively and courteously.
- Maintain patient confidentiality, including but not limited to, compliance with HIPAA.
- Adhere to BUAP's and BMC's cultural beliefs and promote BMC's missions and goals.
- Follow established hospital infection control and safety procedures.
- Attend all necessary hospital and department training as required.
- Perform other related duties as assigned or required.
(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).
JOB REQUIREMENTS
EDUCATION:
- Minimum of HS diploma or GED is required.
- Associates degree or Bachelor's degree is preferred.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
- None
EXPERIENCE:
- At least 1 -2 years previous work experience in a customer service role is required, previous healthcare experience highly preferred.
KNOWLEDGE & SKILLS:
- Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
- Demonstrated customer service skills, including the ability to use appropriate judgment, independent thinking and creativity when resolving customer issues.
- Must be able to maintain strict confidentiality of all personal/health sensitive information.
- Ability to effectively handle challenging situations and to balance multiple priorities.
- Exceptional at multi-tasking
- Excellent verbal communication skills.
- Able to communicate effectively in writing.
- Basic computer proficiency inclusive of ability to access, enter and interpret computerized data/information.
Req id: 27885
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