ASR-II

POSITION SUMMARY:

The Ambulatory Services Representative II (ASR-II) works within the Nursing department and plays a key role in extending the capabilities of the Nursing Team by working as a partner in the Department of Nursing at Family Medicine- BMC by supporting and managing the work flows in Nursing. The POS performs all duties as assigned by the Nursing Director/designee as well as ensures the highest level of patient satisfaction and a positive patient experience. This position reports to the Nursing Director at Family medicine clinic.

Primary duties include:

• DME/VNA work
• Communicating with nursing staff, providers, and operations staff using excellent communication skills and professional behavior.
• Managing and supporting Nursing EPIC Pools to support the nursing Team
• Helping with faxes and Forms as needed
• Processing and helping Nursing department with patient requests for scheduling, rescheduling and cancellation of appointments
• Assisting nursing staff with patient flow activities
• Any other task that may be delegated by Nursing Team members

The POS will use a variety of electronic and other means to gather and verify insurance information, including contacting patients if necessary. The POS is responsible for performing various administrative duties to support the practice on an as-needed basis, and to perform other duties as needed.

Position: ASR-II

Department: Family Medicine Clinic

Schedule: Part Time

ESSENTIAL DUTIES/RESPONSIBILITIES:

I. Communication

The Practice Operations Specialist (POS):

• Timely referral of DME/VNA and evaluation of completion of referral and documentation
• Communicate DME/VNA referral status to all stake holders via e-mails, EPIC, or other system documentation as needed
• Will need to communicate with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
• Demonstrate the ability to use effective listening, written communication, and verbal communication skills to resolve patient needs in a professional, empathetic, patient-centered way.
• Route urgent communication to meet patients' needs and ensure patient satisfaction.
• Effectively capture complete information for telephone messages and ensuring messages are routed to the recipient in a timely fashion.
• Use a computerized scheduling system to schedule and reschedule appointments, ensure that the right amount of time is slotted and that the correct visit type is selected for each patient appointment.
• Monitor provider scheduling templates and ensure each appointment meets the individual provider scheduling rules as established by the Team Coordinator and/or Medical Director.

II. Process Improvement

• Proactively and professionally identify opportunities to improve the work processes and environment, and assisting in the implementation of those improvements as part of an overall team
• Escalate appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient population

III. Training/Orientation

• Attend scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions, as directed by manager.
• Assist in the training/orientation of new personnel under the direction of the Nursing Director or charge nurse.
• Participate in staff meetings/initiatives including appropriate quality improvement and education activities, or if unable to attend non-mandatory activities, take responsibility for reviewing meeting minutes and become knowledgeable of issues discussed.

IV. Patient Registration Responsibilities

• Print patient encounter and lab order forms and other patient forms as required by the provider.
• Handle telephone calls in a timely fashion, following applicable scripting and customer service standards. Appropriately manage all calls by either working with the customer or referring the call to the appropriate party.
• Cover other patient registration areas within Nursing FM, as needed, as directed by the Nursing Director or designee
• Contact patients, providers, other facilities in charge of DME/VNA, insurance carriers or practice staff to obtain managed care approvals and coordinate DME/VNA process. Enter DME/VNA documentation and managed care approvals into systems and link to applicable visits.
• When there are potential service or process breakdowns, attempt to remedy the situation. When this is not possible, immediately inform a member of the team who is able to quickly resolve the issue.
• Provide updates to patients and other customers regarding delays, including providing updates when the duration of a previously communicated delay has changed significantly. Notify supervisor of any significant delays in patient services, if those changes were not anticipated or communicated
• Ensure that patients' questions are appropriately answered; and/or that appropriate follow-up is provided.
• Regularly undergo Quality Audits to achieve the minimum required standard.

V. Administrative responsibilities

• Oversee all aspects of general office coordination.
• Maintain office calendar to coordinate workflow and meetings.
• Monitor and assist with maintenance of the organization's website.
• Open, sort and distribute incoming correspondence, including faxes and email.
• Sign for and distribute UPS/FedEx or similarly delivered packages.
• Prepare responses to correspondence containing routine inquiries, as requested by providers.
• Perform general clerical duties to include, but not limited to copying, faxing, mailing and filing, as needed.
• File and retrieve organizational documents, records and reports.
• Coordinate and maintain records for nursing staff, office space, telephones, parking, and office keys.
• Support and help manage nursing schedules, absences, and vacations, by providing administrative support under the direction of the Nurse Director/charge nurse
• Coordinate and direct office services, such as records, budget preparation, personnel and housekeeping.
• Create and modify documents such as invoices, reports, memos, letters and financial statements using word processing, spreadsheet, database and/or other presentation software such as Microsoft Office, QuickBooks or other programs, as needed.
• Set up and coordinate meetings as needed.
• Collect and maintain inventory of office equipment and supplies.
• Arrange for the repair and maintenance of office equipment, as directed.
• Support colleagues in assigned project-based work.
• Provide administrative support for the unit based nurse practice council
• Assists in special events, such as wellness events & patient screenings.

VI. Electronic Medical Records Maintenance & Coordination

• Collects the paper medical records of all patients who have been scheduled for appointments with a provider and preps the records for scanning by looking for key documents that are scan able.
• Organizes documents for scanning, looking for key documents and/or words, and performing tape repairs and/or staple removals, as needed.
• Identifies forms, standard and nonstandard, online versus paper, and their appropriateness for inclusion in the scanned Electronic Paper Record (EPR).
• Develops efficient process flows to maximize the efficiency and quality of updating patient electronic medical record.
• Writes and inserts header sheets.
• Inspects each scanned image by watching for orientation and quality and re-scans, if necessary, for best possible quality.
• Ensures that all documents are placed in the system so that bar codes can be read and that documents are properly feeding into the system.
• Accurately indexes scanned documents to specific applications; and perform quality control of viewed images, flagging documents to be deleted during this process.
• Interprets scanned documents and updates patient electronic medical record and chart summary, including vitals, allergies, medications, problems lists, immunizations, and other routine historical data.
• Troubleshoots and corrects any system issues or errors that may arise.
• Transfers scanned paper record to holding storage until patient EPR is confirmed.
• Mails copies of documents to referring physicians, DME sites, VNA sites, community partners, primary care physicians, or other outside physicians as needed.
• Interprets medical record requests from patients, referrals, specialists, new PCPs, attorneys and insurance companies and fulfills each request according to written instructions.
• Collects Medical Record Fee where applicable and ensures payments are processed prior to releasing medical records
• Responsible for preparing, indexing and shipping all paper-based medical charts to off site storage once all required data is uploaded to the Patient's EMR, ensuring information is retrievable as needed and a destruction date is established according to hospital policy.

VII. General Duties and Standards

• Adhere to all BMC and FM Department Policies and Procedures.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.
• Utilizes hospital's behavioral standards as the basis for decision making and to facilitate the department and the hospital's goals and mission.
• Organize and maintain an efficient, neat and safe work area.
• Communicate with all internal and external customers effectively and courteously.
• Maintain patient confidentiality, including but not limited to, compliance with HIPAA.
• Adhere to Family medicine and BMC's cultural beliefs and promote BMC's missions and goals.
• Follow established hospital infection control and safety procedures.
• Attend all necessary hospital and department training as required.
• Perform other related duties as assigned or required.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Minimum of HS Diploma/GED plus 3+ years relevant experience.
• Associates plus 1 year relevant experience or Bachelors degree (preferred)
• Experience with working in hospital/clinic or similar setting preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

• At least 1 year previous work experience in a customer service role is required, previous healthcare experience highly preferred.

KNOWLEDGE & SKILLS:

• Self-driven, motivated, independent practitioner required
• Knowledge of EPIC, Outlook, Excel, and other data entry preferred
• Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, Nurses, nurse leadership, physicians, management, staff, and other customers.
• Demonstrated customer service skills, including the ability to use appropriate judgment, independent thinking and creativity
• Must be able to maintain strict confidentiality of all personal/health sensitive information.
• Ability to effectively handle challenging situations and to balance multiple priorities.
• Exceptional at multi-tasking
• Excellent verbal communication skills.
• Able to communicate effectively in writing and do scheduling and organize items based on priority
• Must be an excellent Team player with ability to collaborate and maintain inter-disciplinary relationships
• Basic computer proficiency inclusive of ability to access, enter and interpret computerized data/information.
• Ability to effectively handle challenging situations and to balance multiple priorities.
• Strong computer skills and knowledge of Microsoft Office applications (MS Word, Excel, Access, PowerPoint) and web/internet is required.
• Ability to learn new computerized and other systems required.

Equal Opportunity Employer/Disabled/Veterans