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Facilitates the preparation of charts through chart verification, patient telephone communications, and patient appointment scheduling. Performs preoperative evaluation center duties and provides clerical support to chart pre/triage registered nurses including obtaining and distributing required paperwork. Assists with procedural verification of patient charts for upcoming campus scheduled surgeries and procedures. Communicates status of authorizations and test results to the care team. Demonstrates excellent customer service, written and oral communication skills. Provides customer support and resolves problems that may be shared during customer interactions/inquiries.
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. Graduate of a Medical Assistant Program PLUS One (1) year of experience in a healthcare setting working with medical terminology, or with healthcare surgical or procedure scheduling operations.
OR
High school diploma or equivalent PLUS Two (2) years of experience in a healthcare setting working with medical terminology, or with healthcare surgical or procedure scheduling operations.
EXPERIENCE:
1. Two (2) years of experience in a healthcare setting.
PREFERRED QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. Completion of medical terminology class.
2. Post high school education (Health Sciences, business, or related field).
3.Graduate of a Medical Assistant Program.
EXPERIENCE:
1. Two (2) years of experience as a Medical Assistant in a preoperative evaluation center with patient telecommunications experience
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
1. Calls patient 1-2 days prior to scheduled appointment verifying their commitment and rescheduling when appropriate. Answers phones and returns voicemails. May require patient call-backs to change patient arrival times to hospital. Assists chart prep nurses to call patients as needed for procedures.
2. Assists Registered Nurses and other medical staff by communicating scheduled procedure time with each patient. Provides instructions such as procedure location, NPO, need for driver home, medications to be taken, preop shower, and any specific preop instructions. Confirms patient understanding of instructions and answers their questions.
3. Telephonically captures patient information for chart triage and provides preoperative and/or medical procedure instructions, demonstrating understanding and skilled use of computer software as well as surgical/procedural protocols. May require the coordination of referral processes and scheduling of patient care.
4. Receives telephone calls from patient/families and referring physicians/offices. Triages these calls appropriately. Responds to general inquiries regarding preoperative or other medical procedures and any surgical or other medical procedure scheduling/instructions. Provides clarifying information as requested.
5. Communicates consistently and accurately with a variety of internal and external contacts to obtain chart prep patient information, arrange tests and /or appointments. May require the obtaining or exchange of medical release forms or letters to primary care providers.
6. Uses specific chart prep guidelines to collect data, test results, and medical clearances. Cross references patient listings to ensure all patients are reflected on appropriate schedules/listings. Includes scanning of documents into patients’ electronic medical records and faxing. Assists with procedural verification. Investigates and resolves any patient discrepancies.
7. Following patient verification, begins chart review confirming the presence and correctness of consent forms.
8. Verifies any requested anesthesia requirements have been acted on by reviewing anesthesia events. Scans and bookmarks documentation demonstrating completion of verification request.
9. Maintains a record keeping system for chart prep for all outpatient or next day surgical/procedural patients. Completes a procedure pass for each patient chart. Includes the separation of completed charts from those in progress.
10. Performs preoperative evaluation center duties and provides clerical support to chart prep/triage registered nurses to ensure patients’ needs are met on day of surgery/procedure and to assure efficient operation of chart prep work environment.
11. Verifies cancellations and makes changes to schedules/patient listings, as necessary. Notifies appropriate department staff of patient cancellations or patient illnesses that may necessitate patient rescheduling.
12. Assists in maintaining appropriate inventory of supplies and equipment in assigned work environment by preparing orders and reporting needs to supervisor. Demonstrates knowledge of use and care of all equipment including computers, printers, copiers, and fax machines.
13. Ensures effective communication and collaboration among the health care team members, addresses inter- and intra-departmental issues. Maintains written verbal communication with referring physician offices.
14. Participates in staff brainstorming sessions/meetings to identify and resolve operational issues associated with chart prep and verification including handling of patient referral documents, streamlining processes for chart prep documentation scanning, and handling of triage communications.
15. Collects data for quality improvement activities and relevant analyses and efficiency dashboards.
16. Assists department in quality improvement activities and/or transition(s) to paperless charts using new software technology such as procedural pass through.
17. Participates in in-service training and seeks development in patient care concepts.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Manual dexterity used in operating standard office equipment.
2. Prolonged periods of sitting.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Normal office setting using equipment such as telephone, personal computer, copier, fax machine, etc.
2. Works closely with others; may require communication with clinics and hospital departments.
3. Requires ability to work as a collaborative team member; most external communications are phone based.
SKILLS AND ABILITIES:
1. Must have the ability to follow written and verbal English directions.
2. Basic computer knowledge and ability to operate standard office software.. Skilled in using computer software/systems such as Microsoft Office Professional Outlook and Word; Internet Explorer; and Patient Information System – EPIC Medical Record.
3. Excellent personal and communication skills.
4. Ability to communicate effectively and act as a liaison. Must have the ability to provide high quality customer service and triage patient questions to most appropriate provider
5.
Knowledge and understanding of medical terminology.
Additional Job Description:
Scheduled Weekly Hours:
40
Shift:
Exempt/Non-Exempt:
United States of America (Non-Exempt)
Company:
WVUH West Virginia University Hospitals
Cost Center:
38 WVUH Nursing Pre Admission
Address:
1 Medical Center DriveMorgantownWest Virginia
Equal Opportunity Employer
West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.
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