Ambulatory Office Assistant II

The best thing about this role

Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible.

What you'll do

The Ambulatory Office Assistant II serves as the first point of contact for patients within the Bassett Healthcare Network. This is a key role in the patient centered care team. Demonstrates excellence in all patient and customer encounters including face-to-face and telephone interactions. Assures that a high quality patient experience takes place by providing administrative and / or clinical support to ambulatory patient care teams through excellent customer service, attention to detail, and interpersonal skills.

Responsible for providing clear, accurate, timely communication to nurses and providers regarding patients. Responsible for accurate, appropriate scheduling of patients for optimum care and provider efficiency. Responsible for collecting demographic and financial information during the scheduling and / or registration processes to ensure full and timely revenue capture. May have direct revenue responsibility through payment collection, cash handling, processing of insurance eligibility and managed care information. May also have direct patient care responsibilities.

Reception / Call Handling

Receives and greets every patient in a courteous and friendly manner using a welcoming positive tone, words and actions. Will meet patient needs as observed by Supervisor and as reported on patient satisfaction surveys.

Ensures new patients are provided with a Welcome to Bassett Network Packet which includes Advance Directive information. Health Information Privacy documents, plus Health Center and Bassett Network brochures. Also established patients over the age of 18 who do not have documentation of receiving Advanced Directives are provided this information as reviewed through random audits of system documentation.

Raises up emergent situations or expressed patient problems directly to Supervisor or Supervising Nurse for assistance as observed by Supervisor and Supervising Nurse

Answers phones within 3 rings using a 3 part greeting (Name of Dept, your name, “How may I help you?”) as observed by Supervisor and as noted in compliance reports

Ends calls by asking patient if there is anything else we can do for them today as observed by Supervisor and as noted in compliance reports

Takes clear, complete and accurate phone messages,(and follows up on these messages to make sure the patients needs are met) or prescription requests using the electronic medical record messaging system as observed by Supervisor and reported by providers and nurses

Available for incoming calls, maintains operator statistics at or above institution standards.

Offers patients the opportunity to sign up for MyBassett on the phone.

Pro-actively keeps patients informed of any delays in their providers schedules that may impact their time to be seen.

Ensures patient preferences for communication are up to date. This will ensure appointment reminders are sent via mail, phone, or MyBassett to meet patient satisfactions.

Takes a lead in service recovery, and acts as a service liaison in the moment.

Acts as a trainer for incoming new staff in all reception and call handling functions, and or provides orientation.

Obtains all information necessary to complete the outpatient registration process assuring demographic and insurance information is correct and is entered or scanned into the system accurately as monitored by system audit

Accurate confirmation of attending PCP and Billing PCP, when appropriate.

Assures correct data capture and data entry (such as MSPQ) necessary for regulatory agencies and compliance requirements is accurate and complete as monitored by systems audits.

Maintains required level of knowledge and proficiency in all core functions (demographic and financial screening, insurance eligibility and verification, regulatory and compliance monitoring) of front desk services as measured by system audits.

Supports the collection of Advanced Beneficiary Notice signatures and form processing to meet Medicare regulations.

Ensures all corrections (demographics, insurance eligibility etc. based on the missing items work queue) are made in the appropriate Bassett system within 24 hours of system notifications, in accordance with standard operating procedure.

Answers questions from patients regarding the organization and / or services, and provides directions to the appropriate clinical location as necessary.

Offers patients the opportunity to sign up for MyBassett in person.

Listens to patient’s request for an appointment, then schedules an outpatient appointment to meet the patient’s needs while following department scheduling guidelines as reported by providers and observed by supervisor. Offers alternate providers or locations when appropriate to meet the patient’s needs. Raises up patient’s needs that they cannot meet to the Supervisor or Supervising Nurse.

Accurately fills out the Interactive Face Sheet, and confirms the demographic and insurance information of the patient, and updates as necessary.

Reminds patients that the collection of their co-pay will be expected at the time of the visit.

When scheduling, utilizes all available functions such as Auto Search, Combine Departments, Schedule Scanner, etc. to ensure that the best possible appointment selection is made for business operations and patient satisfaction.

Performs edits of daily appointment schedules at the request of their Supervisor. Follows policy and procedure for rescheduling appointments and contacting patient directly to reschedule appointment, in accordance with BMG directive as observed by Supervisor. Directs any requests from providers or other staff to adjust appointment schedules to Supervisor for review and approval before acting, as noted by Supervisor.

Reviews the electronic Confirm List daily, to confirm appointments with patients 24-72 hours in advance of appointment as noted by patients and observed by Supervisor

Reviews automated reminder list (Televox, Phytel, or similar lists) as necessary in a timely manner as observed by supervisor and compliance reports.

Processes electronic or written requests for urgent referrals same day. Processes electronic or written routine referral requests within 24-72 hours.

In regards to referrals, ensures complete and accurate information is recorded in accordance with standard operating procedure to support reimbursement and regulatory compliance and patient care. When Appropriate prior authorizations are obtained and documented appropriately within the referral.

Work the “Incoming” and “Outgoing” queues in your area according to departmental standards.

Follow up with “referred to” providers to ensure that patients kept their appointments and all results have been received in the “referred by” providers office.

Displays ownership of the entire patient experience, including but not limited to, scheduling, registration, being aware of the patients lobby experience, and completion of all referral duties.

Acts as a subject matter expert in scheduling functions and departmental protocols

Acts as a subject matter expert in registration functions. Attends Patient Access Review Sessions (PARS) and brings back learning to the team, and is a go to person for coworkers.

Obtains prior approval or prior authorization as needed. Communicates referral appointment and appointment instructions to patient

Performs referral coordination including completing Open Referrals and / or referral tracking queue.

Alerts Manager or Supervisor of referrals that are unable to be completed due to missing information that could lead to compliance or safety issues.

Acts as a subject matter expert in electronic referral queue processes.

Acts as a trainer for incoming new staff in all registration, scheduling and referral functions, and or provides orientation as requested by supervisors for new employees.

Patient Flow / Chart Review

Performs chart review in preparation for providers clinic. Makes best effort to ensure that all necessary reports, lab work or films related to appointment are available for the physician at the time of the appointment using available resources. Language barriers are assessed and authorizations & equipment obtained if necessary.

Call and tracks pertinent patient information not received in clinic to ensure arrival prior to patient appointment as measured by supervisory observation.

Based on chart review, ensures all necessary equipment and supplies are available for patients visit.

Prepares medication refill messages by obtaining all required information per provider and departmental guidelines.

Distributes patient literature as necessary

Performs all point of care testing (glucometer, urinalysis, anticoagulation etc) as necessary per department

Runs controls on point of care testing equipment and ensures log books are updated appropriately.

Performs EKG’s per departmental protocol.

Per protocol, staff member goes into waiting area to greet patient as observed by supervisor and / or peer review, and rooms patient as soon as possible.

Patient is identified using 2 identifiers, such as name and date of birth, in accordance with National Patient Safety Goals as observed by supervisor and / or peer review

Documents with accuracy patient work-up information, such as vital signs, intake questions etc, as measured by random audits or supervisory observation, in accordance with Bassett Policy.

Utilizes the EMR clinical documentation system in support of patient care duties, such as telephone calls, patient messages etc. as measured by supervisory observation

Supports clinical scribe(s) in accordance with regulatory agency requirements and organizational standards based on review of records.

Communicates patient issues / concerns to providers as measured by provider feedback and supervisory observation.

Cleans and stocks exam rooms on a daily basis or according to need as measured by supervisory observation.

Checks medications and supplies for out-dates according to standards set forth by clinical area.

Monitors supply levels to improve inventory control as measured by supervisory observation

Enters charges for supplies and clinical testing

Displays ownership of the entire patient experience, including but not limited to, rooming of patient, collection of vitals, and the abstracting of external records.

Meets yearly competency requirements as set forth by departmental leadership.

Supports the collection of Advanced Beneficiary Notice signatures and form processing to meet Medicare regulations.

Obtains prior approval or prior authorization as needed. Communicates referral appointment and appointment instructions to patient

Acts as a liaison with external providers offices when necessary.

Performs referral coordination including completing Open Referrals and / or referral tracking queue.

Ensures all orders have been pended in electronic medical record if necessary.

Acts as a Subject Matter Expert in all patient flow related duties.

Acts as a trainer for incoming new staff and or provides orientation as requested by supervisors for new employees

Collection of Payment / Cash Handling

Conveys to patient what payment is due based on Insurance Card or Insurance Verification system and request how patient will be paying today, via cash, check or credit card.

Receive and receipt all payments with no more than 2 minor errors per quarter as determined by daily cash up verification, and in accordance with finance policy and procedures.

Maintain and balance cash drawer daily with no more than 2 minor errors per quarter as determined by daily cash up verification, and in accordance with finance policy and procedures.

Accurately prepares daily cash up in cooperation with supervisor with no more than 2 minor errors per quarter as determined by daily cash up verification and in accordance with finance policy and procedures.

Performs Petty Cash record-keeping and management in an accurate and timely manner.

Office and Clinic Support / Cross Coverage / Confidentiality

Date stamps in all incoming patient related information and delivers to appropriate provider or staff person for action on a daily basis as observed by providers, coworkers and Supervisor

Completes all basic patient demographic information on forms, such as Disability and Workers Comp before delivering to nurse or provider to complete

Mails outgoing patient information such as lab letters and completed forms in accordance with Bassett policy.

Assists with routing forms to appropriate Bassett department ex. Disability or Workers Compensation offices.

Prepares correspondence to patients and / or other entities as directed by providers or supervisors as observed by providers and supervisors

Prepares outside patient health information for scanning per Document Imaging procedures as observed by certified document imaging staff or Supervisor

Completes indexing and scanning of hard-copy patient health information into electronic health record or packages and sent to HIM for scanning per Document Imaging procedures as measured by DI quality audits nd as reported by providers

Sends requests for routine or subpoenaed medical record releases to assigned HIM location for processing (Regional HIM Hub site or Cooperstown HIM Department). Processes same day requests for Medical Records for patient care continuity as needed. Seeks assistance from HIM resources with any questions about how to process a release or what information to release

Maintain appropriate inventory of office supplies and required forms for daily operations following established procedures

Establishes and maintains departmental record keeping and filing systems. Classifies, sorts, distributes and / or files correspondence, articles, mail, records and other documents

Opens and / or closes clinic per divisional guidelines as observed by supervisor. For 24 hour departments, appropriate hand-offs are made.

Following proper procedures for accessing secure areas such as locked medicine cabinets or dirty / clean utility rooms.

Covers at other locations or departments, with orientation, as requested performing like office functions as noted by Supervisor

Ability to adapt to various work-flows, processes and policies to support the operations and patient care throughout the network.

Maintain sufficient clinic supplies and required forms for daily operations following established procedures

Per protocol, staff member goes into waiting area to greet patient, and to inform them of any delays or changes in their appointment as observed by supervisor and / or peer review

Patient is identified using 2 identifiers, such as name and date of birth in accordance with National Patient Safety Goals as observed by supervisor and / or peer review

Communicates patient issues / concerns to providers as measured by provider feedback and supervisory observation.

Ensures appropriate forms are given to all patients depending on appointment type and or specialty.

Assists the patient to navigate through all stages of their visit.

Performs monthly or quarterly environmental rounds by following standards set forth by clinical areas.

Patient Health Information is accessed to perform job responsibilities and for no other reason. Patient information is kept confidential and discussed on a need to know basis only. As observed by Supervisor and based on organizational audits

Performs monthly Performance Improvement tracers and audits.

Ensures that the daily maintenance on the BCA device is performed and reports to IT or Supervisor any issues.

Acts as a lead in ordering supplies through the on-line module.

Acts as a lead for checking inventory and ordering clinical supplies.

Ensures all downtime forms are accurate and up to date. Acts as a lead in the event of a planned or unexpected system downtime.

Acts as a lead for any policy, procedure or technology changes for the entire organization or specific clinical site such as new EPIC modules, or any policy / process changes.

Is an active participant in the event of a code. Ensures all staff are performing necessary actions during code (ie. Code Pink / Purple – checking bathrooms, stairways and elevators) and are kept up to date as the code progresses. Completes any necessary paperwork needed as part of the code (ie. Code Red)

May take minutes at all appropriate meetings and prepares them for distribution to the group.

May maintain electronic databases, documents, shares folders etc, as appropriate for department.

Assumes responsibility for continuing education by maintaining competency in programs required for daily responsibilities, including clinical information systems, office automation systems and insurance issues.

Attends required in-services as requested by supervisor.

Identifies need for computer training or refresher courses and attends as necessary

Attends 85-90% of all staff meetings as appropriate, reviewing minutes of any meetings missed with no more than 1 unexcused absence per year as measured by supervisory audit.

Maintains job specific knowledge and proficiency (may include insurance, scheduling, charge coding information and creation of open referrals) by attending meetings, training and reading all pertinent training documentation and memos as documented on annual in-service record.

Maintains a thorough knowledge and understanding of insurance and local carrier’s medical coverage policies as they relate to the appointment.

Maintains job specific knowledge and proficiency (point of care testing, phlebotomy, & departmental competencies or checklists) by attending meetings, training and reading all pertinent training documentation and memos as documented on annual in-service record.

Maintains a thorough knowledge and understanding of Bassett policies and procedures as well as regulatory competencies.

Required to attend at least 6 educational opportunities per year such as, Continual Survey Readiness, Bassett Institute for Learning, or Patient Access Review Sessions.

Prepare a presentation for co-workers at least once annually regarding a training in-service session that you have attended or a relevant work topic that has been researched.

Is trained to be a SuperUser in at least one EPIC function (Cadence, Referrals etc)

Shows an interest in the organization by attending Town Hall or other similar meetings or by joining committees.

Performs similar or related duties as requested or directed.

What we need from you

Education :

• High School Diploma or GED, preferred

Experience :

Minimum 2 years relevant work experience, required

Associates degree or higher may be substituted for this requirement

Customer service experience, preferred

License / Certification :

Medical Office Assistant or Medical Assistant, preferred

BLS certification within 6 months of date of hire

Skills : Computer Skills

Customer Service

Time Management

Multi-Tasking

Communication

Recognize Problems

Physical Requirements :

Medium Work - Exerting up to 50 lbs. for force occasionally, and / or up to 20 lbs. of force frequently, and / or up to 10 lbs. of force constantly to move objects

Occasional balancing, climbing, crouching, grasping, kneeling, lifting, pulling, pushing, reaching, repetitive motion, standing, stooping, visual acuity (color, depth, perception)

Constant typing / clerical / dexterity, hearing, seeing / monitor / computer use, talking, fit testing

Hazards :

Working Conditions :

Travel :

Total Rewards

Bassett Healthcare Network’s commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include :

Paid time off, including company holidays, vacation, and sick time

Medical, dental and vision insurance

Life insurance and disability protection

Retirement benefits including an employer match

And more!

Specific benefit offerings may vary by location and / or position.

Pay Range

Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards. The above compensation range represents a good faith belief of the compensation range by Bassett Healthcare Network, and its entities and affiliates, at the time of this posting or advertisement.

Pay Range Minimum : USD $17.32 / Hr.

Pay Range Maximum : USD $25.98 / Hr.

We love the difference people bring

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, or related condition), age, national origin or ancestry, citizenship, disability, marital status, sexual orientation, gender identity or expression (including transgender status), genetic predisposition or carrier status, military or veteran status, familial status, status as a victim of domestic violence, or any other status protected by law.