Department Secretary

SUMMARY:

Under the general supervision, but according to established policies and procedures, the incumbent performs various administrative duties to expedite each patient's visit for clinical care.  These duties may include preparation of patient records; registration and pre-registration activities; problem resolution; faxing, scanning, electronic and paper filing, appointment scheduling, confirmation and rescheduling; and, co-payment preparation and collection. 

Brown Health employees are expected to embrace Brown Health’s mission of "Delivering health with care" and successfully role model Brown Health’s values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. 

In addition to our values, all employees are expected to demonstrate the core Brown Health Competencies which tell us how we work together and how we get things done. The core Brown Health Competencies include:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Department Secretaries may be assigned to perform the following:

1.         Schedules patients using the hospital's scheduling system.  This includes establishing the appointment type, specific provider clinic, and appointment time.

Schedules follow-up appointment using the on-line scheduling system. May schedule appointments for patients who need, diagnostic imaging or referral to other medical providers.  Refers technical/clinical inquiries to appropriate personnel. Utilizes the on-line billing system to enter diagnosis/service codes from encounter sheets.  This includes accurately entering the appropriate code in the hospital's billing system. 

2.   Completes registration process using the on-line billing system. Verifies demographic data, insurance authorization information, co-pays and physician.  Collects co-payments and provides patients with receipts.   Photocopies front and back of patient license and insurance card.  Confirms patient eligibility with insurance carriers and obtains visit authorizations as necessary.  Provides mature, quality customer service to patients, their families and/or their representatives. 

3.         Mails informational material to new patients in advance of scheduled appointments. As necessary, contacts agencies outside the Hospital to obtain pertinent patient information and to coordinate clinic/treatment programs. 

4.         Acts as an outpatient center receptionist.  Makes telephone calls to patients as appointment reminders.  Answers incoming calls.   Returns phone calls to patients, physician offices and other medical providers such as laboratory and radiology facilities.  Greets arriving patients and verifies pertinent information and physician using the online billing system. Orients patients to the specific outpatient center as a hospital-based service.  Interacts effectively with patients and their family members.

5.         Handles coding/billing within parameters as outlined in the department guideline.  Using the on-line billing system enters diagnosis codes/service codes from encounter sheets.  Verifies the appropriateness of the diagnostic code prior to entering in the billing system.  Interacts with patients and Patient Financial Services in order to resolve billing issues, including denials.  Appropriately refers patients to patient advocate for financial counseling.

6.         Obtains and organizes medical records for use by physicians and nurses. Ensures patient's file is complete prior to treatment/clinic visit including appropriate records, PCP referral if needed, lab test results and x-rays.  Evaluates file prior to schedule visit and follows up with other Hospital departments and referring offices to obtain missing data.

7.         Prints reports using both the online scheduling and billing systems.  

8.         Performs all duties in accordance with MHS's mission, the defined role of ambulatory care, and defined administrative/clerical rules, procedures and policies.

9. May respond to telephone calls/inquiries by rotating into a centralized setting (i.e., a call room). Is courteous when answering/referring phone calls.  Takes accurate messages to include date of message; time message taken and places own initials to afford the intended receiver the ability to seek additional information if necessary.

10.       May respond to inpatient inquiries and request and assist with routing phone calls to other staff and Radiologists within the department.

11.      Is responsible for ongoing development of his/her work skills through the use of available resources (i.e.:  inservices, formal educational programs, other work groups and on-the-job training).

12.       Attends and participates in staff meetings and inservices and/or reviews documentation as required.

13.       Assists in the orientation of others and actively participates in mentoring.

14.       Performs analytical and decision-making functions with minimal supervision.

15.       Recognizes and seeks assistance/consultation when appropriate.

16.       Demonstrates an understanding of relative Hospital and all-departmental policies and procedures including safety issues.

17.       Possesses awareness of programs/services provided by Hospital and where they are located.

18.       Obtains appropriate patient, parent and/or legal guardian signatures according to policy/procedure prior to releasing patient information/films.

20.       Applies knowledge and skills in the use of various office equipment (i.e. fax machine, printers, copy machine, film duplicator) and is able to maintain equipment in good working order (i.e. change ribbon; paper and labels).

21.       Provides coverage during system down-time: maintains flexibility to accommodate departmental needs during a system downtime.

22.       Sorts and distributes mail accurately.

23.       Routinely reviews office policies/procedures in order to remain informed regarding any new procedures established and/or procedures updates.

24.       Completes annual job competencies in a timely manner.

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25.       Performs other work-related duties as assigned.

26.       Flexibility to work in alternate areas may be required to ensure safe and effective operations during call-outs, staffing variances, or other extenuating circumstances.

BASIC KNOWLEDGE:

High School Diploma or equivalent.  Demonstrated knowledge of PC skills using the windows operating system environment and accompanying software packages. Must also have knowledge of medical terminology. Must be able to read, write, and speak English.  Must use and have knowledge of courteous telephone technique and good customer service skills.

EXPERIENCE:

Six months related experience in a Medical Office environment and/or outpatient setting, preferred.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Walking, sitting, standing throughout the day in clinic setting.

INDEPENDENT ACTION:

Performs independently within department policies and practices.  Refers specific complex problems to supervisor where clarification of departmental policies and procedures may be required.

SUPERVISORY RESPONSIBILITY:

None.

Pay Range: 

$20.95-$30.62

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Morton Hospital - 88 Washington Street Taunton, Massachusetts 02780

Work Type:

Per Diem

Work Shift:

Variable

Driving Required:

No

Union:

1199 Seiu United Healthcare Workers East