Clinic Assistant I, II, III, IV, V

Job Description

Job Description : \n\n CLINIC ASSISTANT (I, II, III, IV, V) At Neighborhood Health, we’re passionate about our mission to provide a kind and caring premiere workforce. Our team-based approach to comprehensive patient care creates a challenging and rewarding work environment where you have a direct role in helping members of our community receive quality medical services they can afford. And that’s something you can feel good about.  As a member of our growing team, you will feel at home in a fun and diverse community of healthcare professionals. Our goal is simple : improving access to healthcare in our community and surrounding areas. Together, we are all committed to building healthier communities by delivering comprehensive, quality health care with compassion and respect. As the Clinic Assistant you will participate in a team approach to patient care, working integratively with others and face-to-face with patients adapting quickly to changing priorities, while maintaining a high level of detail and exemplary customer service. The ultimate design and goal of the Clinic Assistant is to become proficient in all five (5) Clinic Assistant Levels to promote cross-training and create system redundancy for continual quality improvement and back-up coverage. Maintain patient confidentiality and ensure compliance with HIPAA policies and procedures. ESSENTIAL DUTIES & RESPONSIBILITIES The employee will be assessed for their strengths upon hire and begin onboarding in one of the following areas : Front Desk, Appointment Scheduling, Pre-Certification, Referral Management, Back Office Support and have competencies signed-off by immediate supervisor and / or COO in the within three months of service from date of employment to be officially classified as a Clinic Assistant 1. For each additional Clinic Assistant Level achieved the employee will enhance their position as a Clinic Assistant and compensation will be assigned appropriately. Clinic Assistant I is the entry level; this may be the Clinic Assistant’s primary scope of responsibilities even as the Clinic Assistant achieves additional levels. If the Clinic Assistant elects to or is unable to achieve additional levels the Clinic Assistant will be documented as being at level I.

• Clinic Assistant II, III, IV, or V will be achieved when the Clinic Assistant I has been signed off on competencies for an additional level such as Front Desk responsibilities, Appointment Scheduling responsibilities, Pre-Certification responsibilities, Referral responsibilities and / or Medical Assistant Back Office Support responsibilities.
• The ultimate design and goal of the Clinic Assistant is to become proficient in all five (5) Clinic Assistant Levels to promote cross-training and create system redundancy for continual quality improvement and back-up coverage. To achieve and maintain the compensation awarded per each level, the expectation will be for the Clinic Assistant to remain adaptable and willing to be flexible working any area of responsibility achieved per the need of Neighborhood Health. Front Desk Responsibilities
• Welcomes patients and visitors by greeting patients and visitors, in-person or on the telephone in a professional, courteous, and efficient manner
• Collect co-pays as indicated Calculate income for Sliding Fee Scale
• Maintain patient flow; keeps patient appointments on schedule by notifying provider of patient’s arrival, reviewing service delivery compared to schedule, reminding provider of service delays
• Comforts patients by anticipating patient’s anxieties, answering patient’s questions
• Provide Check-out Support and schedule return appointments
• Maintain current demographics and insurance information at each visit
• Review any eligibility issues on all patients prior to visit
• Assist with scanning and indexing of medical documents
• Maintain confidentiality of patient’s private protected medical information
• Helps patients in distress by responding to emergencies
• Maintains front desk inventory and equipment by checking stock to determine inventory level; anticipating needed supplies Masters the ability to identify and assign correct insurance on patient accounts including subscriber information required for proper billingEstablish Competency eClinical Works (eCW) Check Off Learning Modules and understand the importance of gathering all information needed to complete patient registration : usual provider, guarantor, insurance cards, driver’s licenseMaster eCW Workflow to Check Out patients, Schedule New & Recheck, Print Patient Summaries, Labs, Appt. Reminders, and Patient InstructionsInitiate and Update HIPAA FormsRun Self Pay Checklist and Medicaid Eligibility, apply information to the patient account & route verification to billing teamPerform opening and Closing Reception Service dutiesCoordinate with the Triage Nurse, urgent emergent patient walk-in appointmentsCoordinate customer services for patients arriving late by collaborating with the Triage Nurse and ProviderReconcile Daily money collected Appointment Scheduling Responsibilities : Answer all incoming calls in a professional, courteous, and efficient manner Schedule appointments according to NH policy and protocols specific for the following : Well Child Checks, Adult Well Exam, Dermatology Clinic, Float Nurse, OB Check, OMT Manipulation, Urgent Care / Same Day, Social Work, & Linked VisitsAnswers general questions, schedules, screens, and route outside calls to correct extension Endeavor whenever possible to schedule patients with their own primary physician or to the appropriate teamReschedule clinic schedule as requested by Clinical Manager or COO, notify appropriate departments prnRun eligibility inquiry on all patients prior to scheduling Work in coordination with the Health Care Workers for all self-pay patientsTake detailed messages via email from caller when voicemail is not an option. Initiate calls to patients to reschedule or fill gaps Assist with Call Center Monthly Campaigns Work Reports to support closing Care Gaps Manage Calls with the Support of Language Services. Pre-Certification Responsibilities Obtains precertification, prior approval, or pre-determination authorization for medications, procedures / tests, services, medical supplies and durable medical equipment ordered by physician; request authorization for services and DME (durable medical equipment) as needed. Contacts patient’s insurance company, including workman’s compensation carriers, for eligibility, pre-existing, or exclusions; provides patient’s medical history, treatments received, current conditions, and planned testing or surgical treatment. Determines if prior approval is needed and notifies the appropriate department staff of outcome and the patient when necessary; in doing so either contacts insurance company by phone, fax or completes documentation via online computer form with pertinent information including patient history, diagnosis, and current symptoms. Contact patient to resolve any issues that occur during the verification process prior to their visit. Assists in answering patient questions when they present regarding insurance coverage for a procedure.Notifies appropriate staff of any possible problems in payment for a procedure, i.e. no insurance or noncovered procedures or services. Documents in the computer system the precertification, prior approval or pre-determination authorization information from the insurance company. Merge lab results Daily checks the schedule for possible add on patients that had not been previously approved through the precertification, prior approval, or predetermination process.Obtain records for patient encounters (i.e. hospitals, specialty offices, etc.), as needed Interacts with physicians, nurses, coders, and other Clinic staff to gather patient information needed for precertification, prior approval, or pre-determination process. Performs basic clerical duties including photocopying, sorting and indexing of reports. Updates patient demographics if inaccuracies are found. Prioritize urgent requests. Obtain a retrospective review on those services where prior authorizations were not obtained. Document in eCW all information provided by the insurance representative. Document completion of tasks in eCW. Notify patient when authorization has been obtained / denied. Notify pharmacies, hospitals, DME providers, and vendors when authorization has obtained / denied. Communicate any changes in pre-certification requirements to relevant staff. Collaborate with staff on referral needs and payer requirements. Seeks guidance from licensed staff when needed. Patient Care Coordinator Responsibilities Run eligibility reports on all patients Participates in contacting patients prior to office visits to ensure appropriate information is on chart and to clarify reason for appointment Obtain records for patient encounters (i.e., hospitals, specialty offices, etc.), as needed Tracks On Call to ensure patients are getting timely medical advice while clinic is closed Checks recent ER patients through hospital system, determine if they are patients and if so, contact for follow up Schedule referral appointments for testing, specialty physicians, outpatient needs, and any other scheduling as determined by the physician during the office visit Work referral bucket of eCW for new referrals and those not scheduled live with patient, send messages to the physician as needed for clarification & follow up on messages regarding referralsTrack referrals, labs, and radiology reports Track preventative and chronic care measures Schedule for PT, OT, Speech Therapy, Home Health, or Dietitian / NutritionistPerforms basic clerical duties including photocopying, sorting, and filing of reportsUpdates patient demographics if inaccuracies are foundPrioritize urgent requests Document completion of tasks in eCWCollaborate with staff on referral needs and payer requirementsComplete referral paperwork / forms as required by refer to physician offices / specialty clinics. Then join the forms with eCW documentation as needed. Send via eCW fax / outside fax as required. Seeks guidance from licensed staff when needed Discharge patient via eCW and or assist with appointment check in during peak times Medical Assistant (Back Office / Rooming Patients and developing skills to provide Primary Support Assignments) Responsibilities Inspect patient’s EMR to ensure completeness prior to appointment; make sure problem lists, medication lists and recent hospital and specialist visits are on the chart Escort patient to exam room, interviews patient, measures vital signs such as weight, blood pressure, pulse, temperature, and documents all information in patient’s chart within required timeframeAssist physician in exam room as needed Provide instructions to patient as instructed by physicianEnsure all related reports, labs, and information is filed and available in patient’s medical records prior to appointmentKeep exam rooms stocked with adequate medical supplies, maintain instruments, prepare sterilization as requiredAnticipates physician’s needs, prepares patient appropriately for appointment; works on floor and assist licensed staff; assures patient flow is efficient Tracks All Call to ensure patients are getting timely medical advice while clinic is closed Tracks referrals, labs and radiology reports Participates in contacting patients prior to office visit to ensure appropriate information is on chart and to clarify reason for appointment; run eligibility reports on Medicaid patients Assist with scheduling referral appointments for testing, specialty physicians, outpatient needs, and any other scheduling as determined by the physician Assist with resulting labs as designated by Clinical Leadership TeamMaintains current information and knowledge base, especially around immunizations Medical Assistant (Medication Administration) Seeks guidance from licenses staff as needed Assures excellence in resident education by reporting any potential deficiencies or problems to the staff physician, Clinical Manager, or COO General Responsibilities for all levels of a Clinic Assistant (I, II, III, IV, and V) Communicates effectively and respectfully with all patients, support staff, residents, and faculty Maintains confidentiality and HIPAA of all patient information Obtains and keeps CPR certification up to date Attends all staff meetings, in-services and other meetings as requiredParticipates in cross-training to create system redundancy for continual quality improvement and back-up coverage Adhere to ethical business practices by striving to perform in a manner that conforms to the highest standards of ethical behavior, integrity and honesty; exhibits commitment and promotes NHC’s mission, values and vision Takes initiative and responsibility for decisions as an individual and as an staff member of NHC; encourage a positive work environment and experience for co-workers, patients, faculty, physicians, and residents Adhere to all organizational and departmental policies, procedures and practices; maintain proper attendance and punctuality Utilize material, equipment and time in a safe, beneficial and cost-effective manner; organize workload to complete responsibilities in an appropriate and timely manner Performs other appropriate duties and activities incidental to the work and responsibilities commensurate with this position as assigned by the office manager and / or COO. REQUIRED SKILLS / ABILITIES Clinical-demonstrates a working knowledge and skill in the clinical support process (assessment, planning, implementation, and evaluation); maintains knowledge of, and acts in accordance with, current NHC policies and procedures. Business Management-demonstrates a comprehensive understanding of the administrative (operations, HR, finance) and clinical systems required for a community health center to be successful in its mission.Organizational Development-demonstrates the ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan.Problem solving—identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.Interpersonal skills—maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things; maintains friendly and supportive relationships with coworkers; talks through problems to keep channels of communication open and maintain a high level of trust; realizes the importance of, and practices, good customer service; and able to communicate effectively with people of varying cultures, socio-economic backgrounds, languages, and educational levels.Oral communication—speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills. Written communication—edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written i