The Medical Office Assistant I serves as the first point of contact for patients within the Bassett Healthcare Network, providing administrative support to ambulatory patient care teams. This key role focuses on delivering a high-quality patient experience through excellent customer service, attention to detail, and interpersonal skills, ensuring clear, accurate, and timely communication to nurses and providers.
Responsibilities
Receive and greet every patient in a courteous and friendly manner
Provide new patients with a Welcome to Bassett Network Packet, including Advance Directive information, Health Information Privacy documents, and Health Center and Bassett Network brochures
Provide established patients over the age of 18 who lack Advance Directive documentation with this information
Raise emergent situations or expressed patient problems directly to Supervisor or Supervising Nurse for assistance
Answer phones within 3 rings using a 3-part greeting (Name of Dept., your name, “How may I help you?”)
End calls by asking patients if there is anything else that can be done for them today
Take clear, complete, and accurate phone messages or prescription requests using the electronic medical record messaging system
Be available for incoming calls and maintain operator statistics at or above institution standards
Offer patients the opportunity to sign up for MyBassett on the phone
Proactively keep patients informed of any delays in provider schedules that may impact their appointment time
Obtain all information necessary to complete the outpatient registration process, ensuring demographic and insurance information is correct and accurately entered or scanned into the system
Confirm attending PCP and Billing PCP accurately, when appropriate
Ensure correct data capture and data entry (such as MSPQ) necessary for regulatory agencies and compliance requirements is accurate and complete
Maintain required level of knowledge and proficiency in all core functions of front desk services (demographic and financial screening, insurance eligibility and verification, regulatory and compliance monitoring)
Support the collection of Advanced Beneficiary Notice signatures and form processing to meet Medicare regulations
Ensure all corrections (demographics, insurance eligibility etc.) based on the missing items work-queue are made in the appropriate Bassett system within 24 hours of system notifications
Answer questions from patients regarding the organization and/or services and provide directions to the appropriate clinical location as necessary
Offer patients the opportunity to sign up for MyBassett in person
Schedule outpatient appointments to meet patient needs while following department scheduling guidelines
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Offer alternate providers or locations when appropriate to meet patient needs
Raise patient needs that cannot be met to the Supervisor or Supervising Nurse
Accurately fill out the Interactive Face Sheet and confirm/update patient demographic and insurance information as necessary
Ensure patient preferences for communication are up to date to ensure appointment reminders are sent via mail, phone, or MyBassett
Remind patients that co-pay collection will be expected at the time of the visit
Utilize all available functions such as Auto Search, Combine Departments, Schedule Scanner, etc., when scheduling to ensure the best possible appointment selection
Perform edits of daily appointment schedules at the request of their supervisor
Follow policy and procedure for rescheduling appointments and contacting patients directly to reschedule appointments
Direct any requests from providers or other staff to adjust appointment schedules to Supervisor for review and approval before acting
Review the electronic Confirm List daily to confirm appointments with patients 24-72 hours in advance
Review automated reminder lists (Televox, Phytel, or similar lists) as necessary in a timely manner
Process electronic or written requests for urgent referrals same day
Process electronic or written routine referral requests within 24-72 hours
Ensure complete and accurate information is recorded for referrals to support reimbursement, regulatory compliance, and patient care
Obtain and document prior authorizations appropriately within the referral when appropriate
Work the “Incoming” and “Outgoing” queues in your area according to departmental standards
Follow up with “referred to” providers to ensure that patients kept their appointments and all results have been received in the “referred by” providers office
Display ownership of the entire patient experience, including scheduling, registration, awareness of the patients' lobby experience, and completion of all referral duties
Convey to patients what payment is due based on Insurance Card or Insurance Verification system and request how patient will be paying today
Receive and receipt all payments with no more than 2 minor errors per quarter
Maintain and balance cash drawer daily with no more than 2 minor errors per quarter
Date stamp all incoming patient-related information and deliver to appropriate provider or staff person for action on a daily basis
Complete all basic patient demographic information on forms, such as Disability and Workers Comp, before delivering to nurse or provider to complete
Mail outgoing patient information such as lab letters and completed forms in accordance with Bassett Policy
Prepare correspondence to patients and/or other entities as directed by providers or supervisors
Prepare outside patient health information for scanning per Document Imaging procedures
Complete indexing and scanning of hard-copy patient health information into electronic health record or package and send to HIM for scanning per Document Imaging procedures
Send requests for routine or subpoenaed medical record releases to assigned HIM location for processing
Process same-day requests for Medical Records for patient care continuity as needed
Seek assistance from HIM resources with any questions about how to process a release or what information to release
Maintain appropriate inventory of office supplies and required forms for daily operations
Establish and maintain departmental record keeping and filing systems
Classify, sort, distribute, and/or file correspondence, articles, mail, records, and other documents
Open and/or close clinic per divisional guidelines
Make appropriate hand-offs for 24-hour departments
Cover at other locations or departments as requested, with orientation, performing like office functions
Adapt to various workflows, processes, and policies to support operations and patient care throughout the network
Go into the waiting area to greet patients and inform them of any delays or changes in their appointment per protocol
Identify patients using 2 identifiers, such as name and date of birth, in accordance with National Patient Safety Goals
Communicate patient issues/concerns to providers
Ensure appropriate forms are given to all patients depending on appointment type and/or specialty
Assist the patient to navigate through all stages of their visit
Access Patient Health Information only to perform job responsibilities
Keep patient information confidential and discuss on a need-to-know basis only
Assume responsibility for continuing education by maintaining competency in programs required for daily responsibilities, including clinical information systems, office automation systems, and insurance issues
Attend required in-services as requested by supervisor
Identify need for computer training or refresher courses and attend as necessary
Attend 85-90% of all staff meetings as appropriate, reviewing minutes of any meetings missed with no more than 1 unexcused absence per year
Maintain job-specific knowledge and proficiency (may include insurance, scheduling, charge coding information, and creation of open referrals) by attending meetings, training, and reading all pertinent training documentation and memos
Maintain a thorough knowledge and understanding of insurance and local carrier’s medical coverage policies as they relate to the Appointment
Attend at least 4 educational opportunities per year, such as BIL opportunities, PARS opportunities etc.
Perform similar or related duties as requested or directed
Requirements
High School Diploma or GED, preferred
2 year / Associate Degree, preferred
Minimum one year of relevant work experience, required
Minimum one year of customer service experience, preferred
An associate degree may be considered towards one year of relevant work experience
Computer Skills
Customer Service
Time Management
Maintain Confidentiality
Interacting with People
Benefits
Paid time off, including company holidays, vacation, and sick time
Medical, dental, and vision insurance
Life insurance and disability protection
Retirement benefits including an employer match
And more!
Important Details
Travel: No travel required
About the Company
Bassett Healthcare Network is committed to helping the population it serves and its communities achieve optimum health and enjoy the best quality of life possible. The company offers benefit programs carefully designed with the needs and values of all its employees in mind.
An integrated health care system improving the health of our patients and wellbeing of our communities for a century.
