Ambulatory Office Assistant 1

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 I 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.

• Receives and greets every patient in a courteous and friendly manner using a welcoming positive tone, words and actions.
• Ensures new patients are provided with Welcome to Bassett Network information.
• Raises up emergent situations or expressed patient problems directly to Supervisor or Supervising Nurse for assistance.
• Answers phones within 3 rings using a 3-part greeting (Name of Dept, your name, “How may I help you?”).
• 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.
• Offers patients the opportunity to sign up for MyBassett.
• 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.
• 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.
• 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.
• 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.
• May review the electronic Confirm List daily, to confirm appointments with patients 24-72 hours in advance of appointment.
• May review automated reminder list (Televox, Phytel, or similar lists) as necessary in a timely manner.
• 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.
• 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.
  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.
• Greet patient as observed by supervisor and/or peer review, and rooms patient as soon as possible and escorts to exam room.
• Patient is identified using 2 identifiers, such as name and date of birth, in accordance with National Patient Safety Goals.
• Documents with accuracy patient work-up information, such as vital signs, intake questions etc.
• Utilizes the EMR clinical documentation system in support of patient care duties, such as telephone calls, patient messages etc.
• Communicates patient issues/concerns to providers.
• Cleans and stocks exam rooms on a daily basis or according to need.
• Checks medications and supplies for out-dates according to standards set forth by clinical area.
• Monitors supply levels to improve inventory control.
• 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.
• 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 in accordance with finance policy and procedures.
• Maintain and balance cash drawer daily in accordance with finance policy and procedures.
• 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.
• Prepares outside patient health information for scanning per Document Imaging procedures.
• May complete 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.
• 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. 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.
• 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.
• Attends required in-services as requested by supervisor.
• Identifies need for computer training or refresher courses and attends as necessary.
• 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.
• 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 4 educational opportunities per year such as, Continual Survey Readiness, Bassett Institute for
• Learning, or Patient Access Review Sessions.
• Performs similar or related duties as requested or directed.

What we need from you

Education:

• High School Diploma or GED, preferred

Experience:

• Minimum one year relevant work experience (Associates degree or higher may be substituted), required
• 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

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: 

• Occasional bodily fluids/ bloodborne exposure, burns, chemical, electrical, explosives, mechanical, radiation/ radiant energy

Working Conditions: 

• Occasional extreme temperatures, noise, vibration, wet and/or humid. dust, fumes, gases, mists, odors

Travel:

• Occasional Travel - The job may require travel from time- to-time, but not on a regular basis

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.