MedStar Health Urgent Care is committed to providing world-class, compassionate care to every patient, every time, at every touch point during the experience. All associates are accountable for their role in meeting patient experience standards. Serves as the initial contact person at the medical practice, principally responsible for all front desk and reception activities. As needed, cross-trained to assist the back office as a Medical Assistant either during normal front office shift or as back up for unplanned or scheduled MA absences. Greets patients in a service oriented and professional manner, answers phones, monitors the reception area for patient comfort and potential emergencies, registers, collects payments, and submits charges for patients. Assists in coordinating patient care from an administrative perspective. This position is required to float to other sites and/or other MedStar Departments or programs.
High school graduation or equivalent; completion of an approved Medical Assistant program preferred.
1 year experience working in an ambulatory care medical office preferred. Externship in a medical or ambulatory health setting strongly preferred.
CMA (Certified Medical Assistant) by the American Association of Medical Assistants or RMA (Registered Medical Assistant) through the American Medical Technologists within 6 months from hire date; CPR Certification.
Knowledge, Skills & Abilities
Ability to type 40 words per minute; basic computer skills; excellent verbal /written communication and customer service skills. Clinical competency as verified during the initial 90 day orientation period and annually thereafter. Computer and Electronic Medical Record skills and ability to function in a variable clinical setting.
Primary Duties and Responsibilities
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
Adheres to the MedStar Health Urgent Care Code of Conduct and its Compliance plan.
Closely monitors patient flow, wait times and patient comfort levels in the reception area. Collaborates with back office staff/intake in support of optimum patient flow.
Communicates availability of appropriate programs and services to patients (examples: Star Pass Program, wait times, flu vaccine availability); supports Marketing initiatives and may serve as an extension of the Marketing team.
Completes all mandatory continuing education as established including OSHA, CPR, infection control, billing, and safety.
Exceeds patient expectation by greeting them, coming around the reception desk to assist and communicating frequently regarding wait time.
Manages the financial aspects of the front office, including credit card transactions, receipts, cash and checks; logs and reconciles all patient monies in accordance with policy.
Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance and explains patient financial responsibility to patients; collects copayment prior to care.
Manages the patient discharge process which may include issuing discharge paperwork, prescriptions, collecting patient monies; inputs charges into the system.
Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.
Sorts and distributes clinic mail.
Supports organizational initiatives related to new technology, clinical programs and improving the patient experience; seeks opportunities for improvement in all clinic administrative processes and services.
Supports other members of the clinical team when patient bottlenecks occur; may be asked to assist in bringing patients back to triage and assuring optimal patient flow; manages variable and unpredictable patient volume throughout the work day.
Takes personal responsibility for the neat appearance of the front office, patient restrooms, exam rooms, and the reception area, assuring each area represents MedStar PromptCare in a positive manner.
Takes phone calls in accordance with policy and service expectations for those customers on the phone as well as those in the clinic; disseminates messages appropriately.
Performs other duties as assigned.
Float MA/PSCs are required to travel to other sites and/or other MedStar Departments or programs.
About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.