Dartmouth Health

Academic health system and medical education

Clinical Secretary - General Internal Medicine

Clinical Support & Patient AdministrationPosted on Nov 11

Full-timeLebanon, NH, USANo salary listedIn-person

About the Job

Requirements

High school graduation or equivalent and one year of experience in a provider office.
Knowledge of insurance benefit programs and medical terminology.
Ability to interact effectively with providers, staff, patients, and insurance plan representatives.
Ability to prioritize multiple tasks.
Prior computer experience, strong communication skills, and attention to detail.

Responsibilities

Review, process, and track referrals for provider services; schedule appointments, tests, and procedures; respond to patient calls; support staff in communicating with patients; and liaise with physicians and outside specialists.
Respond to patient calls by providing general information and education.
Greet patients arriving for appointments, provide appropriate questionnaires, answer questions, assist with forms and technology, acknowledge delays, and keep patients updated.
Assess the needs of patients without appointments and process requests for prescriptions, forms, appointments, or direct contact with clinical support.
Review daily schedules for accuracy, ancillary services, and incoming records; make adjustments; review wait lists; manage multiple e-DH worklists; and reschedule patients to ensure schedules are fully booked and patients' needs are met.
Complete follow-up directed by the After Visit Summary, including booking appointments, scheduling laboratory and radiology exams, and arranging external procedures.
Receive calls from providers, staff, external provider offices, and patients; assess callers' needs and process requests, take messages, schedule appointments, or transfer calls.
Monitor and complete system messages promptly and regularly monitor incoming faxes, determining the appropriate course of action for each.
Complete authorizations and pre-certifications for external and urgent procedures so patients receive services promptly and insurance is notified of the need for services.
Review provider schedules at the end of each day to identify and contact patients requiring follow-up, and process no-show letters according to policy.
Support providers and staff in addressing patient questions and concerns, and provide instruction on communicating about those questions or concerns.
Monitor the waiting room for patients in distress and seek assistance when needed; respond to minor patient concerns and complaints using service recovery tactics; report concerns and complaints to a supervisor or manager.
Monitor, prioritize, and route messages in multiple in-baskets, and complete tasks assigned by providers or clinical staff.
Liaise between primary care physicians and specialists outside DH.
Monitor referral work queues for internal and external referrals, process new referrals according to established procedures, and track queue status to ensure referrals are completed.
Implement and monitor DH policies and procedures and participate in initiatives to improve referral management.
Deliver and collect mail for department distribution daily, complete monthly tracers, and perform weekly Business Continuity Application system checks.
Perform other duties as required or assigned.

Overview

Reviews, processes, and tracks all referrals for services delivered by providers. Schedules appointments, tests or procedures, responds to patient calls, provides instruction/support to staff for communicating with patients and may act as liaison between physicians & specialists outside of D-H.

Responsibilities

Responds to patient calls providing general information and education.

Greets patients arriving for appointments, provides appropriate questionnaire(s), answer questions and assists patients with completion of forms and use of technology, acknowledges any delays and keeps patient updated.

Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments or need to speak directly to clinical support.

Reviews schedules daily for accuracy in scheduling, needed ancillaries and incoming records and makes adjustments as needed. Reviews wait list, manages multiple e-DH worklists and reschedules patients to assure schedules are fully booked and patients’ needs are met.

Completes any follow up needs for patients as directed by the After Visit Summary (i.e., booking appointments, scheduling lab and radiology exams or arranging for any external procedures).

Receives incoming phone calls from providers, other staff or external provider offices and patients. Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments or transfers the call.

Monitors and completes system messages in a timely manner to meet patients’ needs. Monitors incoming faxes regularly and reviews each to determine the proper course of action in a timely manner.

Completes Authorizations and Pre Certifications for all external and stat procedures to ensure patients receive services in a timely manner and insurance is notified of the need for services.

Reviews all provider schedules at the end of day to identify and contact those patients who require follow up and processes letters to no shows in accordance with current policy.

Supports providers and staff in addressing patient questions/concerns. Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.

Monitors the waiting room for patients in distress and seeks assistance when needed. Responds to minor patient concerns and complaints using service recovery tactics. Reports all concerns and complaints to supervisor/manager.

Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers or clinical staff.

Acts as liaison between primary care physicians & specialists outside DH.

Monitors referral work queues for internal and external referrals. Processes new referrals according to established procedures and tracks queue status to insure that referrals are completed.

Implements and monitors DH policies and procedures. Participates in initiatives to improve the referral management process.

Delivers mail to mail room and picks up mail to be distributed within department on a daily basis, completes monthly tracers and weekly BCA (Business Continuity Application) system checks.

Performs other duties as required or assigned.

Qualifications

High school graduate or equivalent with 1 year experience in provider office.
Knowledge of insurance benefit programs and medical terminology.
Ability to effectively interact with providers, staff, patients and insurance plan representatives a must.
Able to prioritize multiple tasks.
Must have prior computer experience, excellent communication skills, and attention to detail.

Required Licensure/Certifications

None

About the Company

Dartmouth Health

Academic health system and medical education

Dartmouth Health runs New Hampshire’s largest private employer and a regional academic health system serving northern New England, with DHMC and a wide network of hospitals and clinics. It provides care through more than 2,000 providers across nearly every specialty, including the Dartmouth Cancer Center and Dartmouth Health Children’s. It blends clinical care with education and research by training about 400 residents and fellows each year with Dartmouth and the Geisel School of Medicine, and by conducting clinical trials with Geisel and the White River Junction VA Medical Center. Its goal is to deliver exceptional, personal care while advancing medicine and meeting the health needs of the communities it serves.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Lebanon, NH
Founded: Not listed

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