Medical Office Specialist

About This Role

The Medical Office Specialist performs a variety of secretarial and administrative duties for the outpatient medical office, relating to the organization and management of the department. This role is responsible for all front desk functions in an ambulatory setting, providing optimal support to the team and ensuring patients receive the best care and experience during check-in, scheduling, registration, and check-out, as well as post-visit support for appointment needs and concerns.

Responsibilities

• Promote patient satisfaction by providing excellent service through friendly and helpful interactions with patients and visitors
• Communicate potential patient satisfaction issues to direct leaders
• Greet patients and visitors in a prompt, courteous, and helpful manner
• Manage patient check-in/check-out process
• Obtain and verify required demographic information (date stamp and/or copy insurance card)
• Collect copayment and any applicable balances
• Verify insurance eligibility
• Ensure appropriate referrals are obtained (specialty offices)
• Ensure patient completes appropriate paperwork including but not limited to face sheet, ABN, and HIPAA forms
• Accurately enter patient demographic information in EMR
• Download specific health data into EMR (depending on specialty)
• Provide assistance to patients as needed (e.g., e-check in, iPad, kiosks, etc.)
• Monitor and address all steps in the electronic medical records system (EMR) to support the practice, including but not limited to scheduling, cancellations, reconciling registration errors, and providing referral information
• Escalate appropriately to ensure optimized provider scheduling
• Receive and direct all communication courteously and consistently (EMR, phone, email, RightFax, etc.), which may involve the interpretation of routine policies and procedures
• Resolve routine matters that do not require the intervention of the department manager and escalate all others timely and appropriately
• Review and distribute daily mail correspondence to appropriate staff in a timely manner
• Prepare documents and file reports as necessary
• Maintain patient confidentiality
• Prioritize and follow up with peers to ensure all tasks are complete to deliver high-quality patient care
• Go over procedure preparation and instructions with patients as needed
• Reconcile all forms of payment for accurate daily bank deposit
• Sign and date completed daily cash/payment receipts
• Be responsible for overall front end needs; escalate issues to Practice Manager or designee (e.g., low office supply inventory, peripheral equipment needs, etc.)