The Office Assistant II Float will perform a variety of assigned clerical and patient care duties essential to the daily operations of the assigned department. Duties may vary by department and/or site and may include: patient registration, patient scheduling, coordinating the physician order re-certification process, insurance verification and coordination of services for patients, charge entry and reconciliation functions, and co-payment and daily cash receipt responsibilities. The Office Assistant II will assist with medical record operations on a daily basis, greets registers and escorts patients, completes patient set-ups, turns over patient rooms and ensures that the exam room is properly cleaned and prepped. He/she will perform other patient care duties determined by the therapist or physician, edits and distributes clinical dictations, orders and maintains clinical and administrative supplies, creates patient registration packets for patients and/or billing department, and provides front office and call center coverage and assistance.
High School diploma or equivalent required; Associate's Degree (A.A.) or Bachelor's Degree from a college or university in healthcare or related field preferred.
Three (3) years of medical office experience in a rehabilitation setting; or combination of experience and education. One (1) year within MedStar National Rehabilitation Network (MNRN) required, 2 years preferred.
No certification, registration or license required.
Knowledge, Skills & Abilities
Excellent customer service skills, and excellent verbal and written communication skills. Basic knowledge of Microsoft Office products including Word, Excel and Outlook. Must be a highly organized, process oriented individual who has the ability to multi-task, be flexible and be a self-starter. Ability to follow instructions and assist visitors and/or patients without compromising safety, service, care or efficiency. Must be friendly and professional when interacting with patients and visitors at all times. Demonstrates teamwork, while encouraging open and direct communication with others in a positive manner. This person will be the initial face and the initial voice of the clinic and should be able to project a positive and professional image at all times.
Primary Duties and Responsibilities
Greets and assist patients on the telephone and in person by triaging patient inquiries and concerns to appropriate clinical and non-clinical team members. Promptly answers assigned extensions using the correct salutation and follows script and completes patient reminder calls processes and procedures as assigned.
Completes the preliminary intake efficiently, accurately and completely; performs patient updates, scanning, registration, patient scheduling of initial and follow-up appointments based on insurance guidelines, and messaging in the department's practice management (PM) system (if applicable), electronic health record (EHR) or electronic medical record (EMR) depending on department/site.
Performs insurance verification to ensure accuracy of clean claim(s) submission. Coordinates services/authorizations for patients, as assigned, monitoring appropriate reports daily to prevent write off's.
Demonstrates proficiency with the billing portion of the PM system to include: guarantor information, benefit information, insurance information, insurance priority, episode of care information, open HMO referrals, alternate insurances and system notes (if applicable).
Functions as an insurance liaison to include: accurate verifications, precise case management, validation and completion of authorizations, and retrieval of denials.
Completes and/or ensures accurate collection of patient payments and payment reconciliation via EMR payment log, completes charge entry reconciliation, prepares of bank deposits and cash receipt logs, as assigned.
Runs daily and weekly EMR administrative reports for clinic; manages "At a Glance Alerts" and reports in EMR systems; manages/reconciles reports (not in EMR) (Task List, Unbilled Report, etc.).
Assembles financial paperwork and medial record paperwork for physicians and/or clinical team; assists patients with completing of required office forms, reviews all patient information for accurateness and completeness and witnesses all financial forms as required. Communicates duplicate or multiple medical record accounts to appropriate medical records personnel for merging.
Requests and obtains referrals, medical records or diagnostic reports from internal and external providers, as assigned.
Monitors and handles case management for patients in the EHR system, as assigned.
Maintains waiting area in clean and neat condition, restocking materials as needed. Monitors administrative supplies and keeps administrative supplies at par levels.
Responds to all payer-specific questions from patients and clinical providers, as appropriate.
Participates in administrative team connections with referring physician practices in order to establish positive relationships to maintain and increase referrals and site productivity.
Demonstrates the ability to successfully train and oversee team members in Supervisors absence.
Helps to resolve conflict with effective verbal and written communication in an appropriate manner. Directs, guides, and mentors associates to carry out tasks created by administrative leadership and clinical leadership.
In the Outpatient Sites: Assists with patient registration systems, and assists with patient scheduling and scanning of patient care administrative documents in electronic medical record (EMR) systems. Performs insurance verification and coordinates services/authorizations for patients and collects co-payments and performs daily cash receipt responsibilities.
In the Physician Centers Only: Registers and schedules patients for a variety of different physician specialty clinics as well as modifying physician schedules upon request. Works closely with Patient Insurance Specialists, secretaries and nurses to coordinate and schedule procedures and clinics.
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.
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.
Performs other duties as assigned.
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.