Full-time, 40 hours per week, Day shift

Job Summary:

Required Competencies:

Service Excellence

• Demonstrates a commitment to the NCH/NCMG Mission, Standards of Behaviors, and department service vision.
• Enthusiastically connects with a diverse population of patients, caregivers and colleagues.
• Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues.
• Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
• Consistently maintains a comfortable, clean and safe setting.
• Adheres to department dress policy.

Attention to Detail

• Adheres to assigned schedules to ensure appropriate staffing coverage.
• Performs all check-in and check-out functions.
• Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.
• Schedules all forms of ambulatory patient appointments.
• Responsible for collecting patient payments.

Communication

• Demonstrates strong verbal and written skills.
• Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures.
• Adapts communication style to varying customer needs.
• Employs active listening skills.

Collaboration & Teamwork

• Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team.
• Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.
• Provides cross coverage during unexpected and scheduled absences.
• Participates in department initiatives and contributes to the team's success.
• Acts as a liaison between key departments, providers and coworkers.
• Assists in mentoring new staff as directed.

Flexibility & Resilience

• Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues. This includes cross coverage with other ambulatory departments when necessary.
• Responds to change with a positive attitude and remains open-minded.
• Demonstrates ability to rebound quickly when confronted with challenging situations.
• Demonstrates a willingness to learn.

General Responsibilities:

• Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments.
• Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone to include the "MD access line".
• Conducts appointment confirmation calls and sends confirmation letters when applicable.
• Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day and correct demographic and insurance information is in place.
  • Understand HMO, managed care and other third-party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification. Understand financial services and self-pay resources, and to provide patients with information as needed.
• Greets patients and visitors. Performs all patient check-in duties including payment collection, informing patients of anticipated wait times, and collecting and ensuring all necessary paperwork is completed.
• Provides cross coverage as necessary, including lunch and vacation coverage.
• Monitors Televox for patient appointment confirmations.
• Works closely with other Nantucket Cottage Medical Group/Nantucket Cottage Hospital departments to schedule visits.
• Coordinates interpreter services and patient transportation as necessary.
• Prints pre-visit summary and labels at check-in and after visit summary upon check-out with-in the hospital campus.
• Obtains pertinent new patient information.
• Schedules ancillary appointments.
• Responsible for assisting and obtaining appropriate referral information from referral source.
• Pre-screens incoming referrals according to selection criteria.
• Coordinates prior authorizations.
• Coordinates medical documentation, scanning and indexing into the electronic medical record.
• Effectively navigates Epic, legacy systems, Patient Gateway and MS Office suite technology systems. May function as a super-user as applicable.
• Responsible for sorting mail, incoming electronic fax queues and directs correspondence to the appropriate recipient.
• Monitors and manages Patient Gateway daily.
• Coordinates clinical and/or physician administrative schedules.
• Maintains patient confidentiality in compliance with HIPAA guidelines.
• Perform other duties as assigned.