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Schedule: 8:00am-4:30pm/10:00am-6:30pm/12:00pm-8:30pm (must be flexible to work all shifts). Practice is open Monday-Sunday; Rotating weekends required.Provides prompt, professional, compassionate patient and consumer support. In collaboration with the care team, coordinates and manages efficient patient flow through the virtual medicine practices while providing patient pre- and post-tele visit support and assistance. Plays a key role in patient intake processing which includes review of registration information, collection of co-payments, time-of-service-payment processing, and updates patient demographic and insurance information.Education• High School Diploma or GED required• One year of relevant education may be substituted for one year of required work experience.Experience• 1-2 years experience providing high quality customer service required, preferably in a health care setting required and• Experience with computerized schedules, registration systems, and electronic records (e.g., Cerner or Epic). preferred and• Prior experience as a medical assistant preferred and• Working knowledge of IDX/GE centricity business preferred and• Experience providing customer support via telephone and video preferredKnowledge, Skills, and Abilities• Excellent interpersonal communication and customer service skills.• Knowledge of medical terminology and effective oral and written communication skills.• Possess the ability to perform in a fast-paced environment, organize and prioritize work, deal effectively and professionally with a variety of different client groups to support and monitor the needs of multiple medical providers.• Demonstrates a high level of customer service.• Strong multi-tasking ability.• Strong attention to detail.• 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.• Manages assigned telehealth technology platforms to ensure a positive patient and provider experience.• Supports intake of patients into virtual practice, ensures appropriate and timely status assignment of appointments, monitors virtual waiting room/schedule, contacts patients regarding missed or duplicate appointments, and communicates with patients and providers to identify patients that may need to be triaged, ensure awareness of estimated wait times/delays.• Provides assistance for patients, MedStar providers, and staff to identify and assess stakeholders' needs quickly and accurately in support of MedStar Health telehealth activities.• Verifies patient demographic and insurance information, processes copayment, posts time of service (TOS) payments, and collects and reviews encounter information ensuring charges are processed in a timely manner in accordance with departmental procedures.• Following Standard Operating Guidelines or under the direction of a clinical supervisor, provides patient assistance in follow-up resolution from telehealth encounters including prescription issues, documentation, and reconnecting to clinical care when needed. Provides appropriate patient navigation and administrative support.• Ensures complete communication between key customer groups, including internal and external customers, in an appropriate and timely manner; and utilizes all appropriate channels (e.g., phone, email, Microsoft Teams, and EMR) to communicate key messages to internal and external stakeholders.• Assists with provider schedule maintenance including updating provider shift changes, accurate timekeeping for hourly payment, activating on-call providers and other scheduling activities in collaboration with Scheduling Coordinator.• Supports other members of the clinical and administrative team; serves as backup for the Billing Representative or other team members as needed. Interacts effectively with colleagues, medical providers, and others to communicate essential information and to ensure a high level of patient experience.• Provides telephone screening services to gather information from patients and document per established telephone screening protocols.• Provides on-the-job training to new department staff members.• Supports system and service line initiatives related to new technology, clinical programs and improving the patient experience. Seeks opportunities for improvement in all administrative processes and services.• May participates in multi-disciplinary quality and service improvement teams.
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