Description

Purpose:
Schedule patient appointments and communicate with patients prior to and following receipt of outpatient services. Maintain patient demographics and interact with patients and others (on the telephone and in person) in a courteous and respectful manner.

Responsibilities:

• Request assistance from nurses, medics, APPs and/or MD, if there is a question of severity of illness or symptoms.
• Answer incoming calls in a timely and efficient manner.
• Back up medical records technician in creating, maintain and retrieve patient records.
• Oversee the preparation and coordination of all correspondence related to private patients, research patients and referring physicians.
• Restate patient appointment details and collect appropriate pre-visit information, as needed.
• Enter information into the EPIC or EMR system.
• Respond to requests for general information and screens incoming calls referring them to appropriate individuals.
• Generate form letter to patients.
• Instruct patient or family member/significant other concerning available services and programs for financial assistance and pertinent general patient information.
• Schedule all new and returning patients with appropriate physicians or teams.
• Function as intermediary and receptionist in the office of the Manager to include greeting visiting physicians, patients, representatives of pharmaceutical companies and equipment manufacturers.
• Responsible for ordering and managing office supplies inventory.
• Responsible for scheduling of patients.
• Provide coverage in absence of department secretaries.
• Courteously respond and follow up with physician request in scheduling.
• Provide statistical data to physicians when requested.
• Maintain both self and work area in a manner consistent with a professional environment.
• Schedule patient appointments utilizing automated scheduling system and provides back up in entering orders into the clinical support system.
• Ensure the security, safekeeping and timely return of all records which are retrieved and provided to requesters for review.
• Greet patients and others, answer telephone calls and deliver messages to the staff.
• Assist the Manager in supervision and coordination of the activities of the secretarial staff of the department.
• Maintain a positive attitude characterized by caring, concern and support for patients, visitors, medical staff and co-workers. Demonstrate, on a consistent basis, the behaviors which comprise The Basics of Service Excellence.
• Schedule all return patient appointments and extraneous testing upon discharge from the outpatient department.
• Demonstrate thorough knowledge of the programs and services of the UPMC Health
• Type correspondence, memoranda, reports, forms, etc. for the staff when necessary.
• Complete appropriate forms, consistent with insurance requirements and follows up on any incomplete or inaccessible information to assure a completed record.
• Act as a reference for any patient questions, handles when possible and follows up to assure that each patient inquiry has been satisfied.
• Promote the use of those services to consumers.
• Assure that the release of information is handled following the laws of confidentiality.
• Observe both Health System and departmental policies and procedures.
• Schedule all evaluations in a timely and efficient manner.
• Appropriately interact with nurses, medics, physicians and other office support.
• Assure phone contact with patients and referring physician/office regarding essential follow up in a timely and professional manner.
• Gather and record demographic, financial and insurance information on each patient/family member/guarantor during the initial intake interview which may take place either in person or over the phone.
• Some functions may also be delegated to other secretaries as deemed necessary.
• Provide assistance to all patients and families.
• System and the ability to access those services.
• Photocopy correspondence and documents as requested.
• Provide clinic scheduled when requested by physician or clinic staff.

Qualifications

• B.A. degree and 1 year of experience in a related fiscal/admission/registration function;
  • or 2 years of college, business school education,
  • or medical secretary training and 1-2 years of experience;
  • or equivalent combination of education and experience required.
• Knowledge of third-party health care coverage and familiarity with medical terminology are required, including an understanding of Blue Cross, Medicare, Medical Assistance and commercial insurance coverage for hospitalization and outpatient service.
• Excellent written and verbal communication skills are required.
• Experience in guest relations is preferred.
• Experience with computer-based systems preferred.
• Must function well under stressful conditions.

Licensure, Certifications, and Clearances:
Clearances must be dated within 90 days
 

• Act 34 with renewal


• UPMC is an Equal Opportunity Employer/Disability/Veteran

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