Location: Wellesley, MA
Department: Visual Services Department
Duration of Assignment: 2-3 month leave of absence coverage
Hours: 7:30am-6pm (no Thursdays) or Mon-Fri from 7:30am-4pmSUMMARY
Under direct supervision, provides support within a clinical department with primary responsibility for answering phones, scheduling and managing appointments including appropriate follow-up appointments, and conducting outreach calls on behalf of the clinician. Delivers excellent customer service and strengthens the patient/clinician relationship. Works to improve clinical operations through coordination of contact between team clinicians, patients and referrals outside the unit.GENERAL DUTIES AND RESPONSIBILITIES
-Schedules appointments for patients optimizing patient appointment availability. Assists patients with referral processing and communication with other departments. Performs outreach to patients for appropriate follow-up appointments.
-Actively involved in MyHealth enrollment by encouraging patients to sign up to MyHealth Online.
-Answers telephones following emergency and department protocols and expediting patient questions. Books same day appointments and relays messages as appropriate. Books MyHealth appointment requests.
-Runs reports from automated appointment confirmation system. Confirms appointments and follows through on cancellations. Reconciles system information with the electronic medical record as needed.
-Sorts and distributes clinician mail (may be paper or electronic).
-Completes paperwork to obtain information from outside doctors, hospitals, health or social service agencies, and insurance agencies.
-Follows meaningful use guidelines to verify and update patient medical information in the electronic medical record, such as confirming demographic information, medications, allergies and chief medical complaints, and ensuring the EMR patient data is accurate and up-to-date.
-May assist with the checkout function, including distributing the After Visit Summary (AVS) and appropriately booking follow up appointments per department guidelines.
-Provides compassionate front-line customer service and actively works to resolve patient concerns.
-Makes appointment reminder phone calls as needed.
-In a specialty department, makes outreach to patients regarding referrals, scheduling appointments, processing paperwork, and obtaining authorization numbers.
-Participates in care improvement activities as appropriate, such as Rapid Improvement Events (RIEs), Value Stream Analyses (VSAs), and Managing of Daily Improvements (MDIs).
-Assists with basic data collection activities for statistical reports or required studies. Ensures data is properly collected and accurate. Participates in special projects and ongoing programs unique to the department.
-May generate standard correspondence such as letters regarding normal test results or missed appointments.
-May be involved in rollout and implementation of upgrades to the electronic medical record.
-May assist with orienting new staff. Provides back-up coverage for other support staff as necessary.
-May develop and monitors provider appointment templates.
-Performs other duties as assigned.SKILLS
Able to communicate in a professional and appropriate manner. Strong interpersonal, customer service, time management, and organizational skills required.OTHER REQUIREMENTS
Able to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications. Performs all job functions in compliance with applicable federal, state, local and company policies and procedures. Accesses only the minimum necessary protected health information (PHI) for the performance of
job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information.