About This Role
This clinical secretary role in Dermatology involves managing patient referrals, scheduling appointments, and providing essential support to both patients and medical staff. The position requires a detail-oriented individual capable of handling multiple tasks in a fast-paced healthcare environment.
Responsibilities
- Respond to patient calls, providing general information and education
- Greet patients, provide questionnaires, answer questions, and assist with forms and technology, acknowledging delays and keeping patients updated
- Assess needs of patients without appointments and process requests for prescriptions, forms, appointments, or direct clinical support
- Review schedules daily for accuracy, needed ancillaries, and incoming records, making adjustments as needed
- Review wait lists, manage multiple e-DH worklists, and reschedule patients to ensure schedules are fully booked and patient needs are met
- Complete any follow-up needs for patients as directed by the After Visit Summary (e.g., booking appointments, scheduling lab and radiology exams, arranging external procedures)
- Receive incoming phone calls from providers, other staff, external provider offices, and patients
- Assess caller needs and process requests, take messages, schedule appointments, or transfer calls
- Monitor and complete system messages in a timely manner to meet patients' needs
- Monitor incoming faxes regularly and review each to determine the proper course of action in a timely manner
- Complete Authorizations and Pre-Certifications for all external and stat procedures to ensure timely patient services and insurance notification
- Review all provider schedules at the end of the day to identify and contact patients requiring follow-up, and process letters to no-shows in accordance with current policy
- Support providers and staff in addressing patient questions and concerns
- Provide instruction and support to providers and staff on communicating with patients regarding questions or concerns
- Monitor the waiting room for patients in distress and seek assistance when needed
- Respond to minor patient concerns and complaints using service recovery tactics, reporting all concerns and complaints to the supervisor/manager
- Manage multiple in-baskets by monitoring, prioritizing, and properly routing messages
- Complete tasks as assigned by providers or clinical staff
- Act as liaison between primary care physicians and specialists outside D-H
- Monitor referral work queues for internal and external referrals
- Process new referrals according to established procedures and track queue status to ensure referrals are completed
- Implement and monitor D-H policies and procedures
