Under general direction performs expanded and advanced level medical secretary duties including but not limited to performing outreach to patients regarding referrals and follow up appointments, assisting with the checkout function, and entering data for and distributing after visit summaries (AVS). Participates as an integral member of a medical team and is dedicated to delivering excellent customer service and strengthening the patient/clinician relationship. Able to use a high level of competency in performing all medical secretary functions.
GENERAL DUTIES AND RESPONSIBILITIES
(Describe all of the responsibilities of the job here, including the essential functions of the job, without which the job can’t be performed.)
Acts as a role model for other support staff and demonstrates a high level of competency in medical secretary responsibilities.
Proactively identifies issues and concerns and works to resolve them in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriate.
Identifies and assists in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessary. Demonstrates a high level of competency when handling difficult phone calls and dealing with complex issues.
Makes outreach to patients regarding referrals, scheduling appointments, processing paperwork, and obtaining authorization numbers.
Runs reports from automated appointment confirmation system. Confirms appointments and follows through on cancellations. Reconciles system information with the electronic medical record as needed.
Handles patients and third party requests (e.g., worker’s compensation, government and social service agencies) for documentation of medical information, such as health status, worker’s compensation related care, and return to work authorizations.
Completes forms needed for visits and submits to MD for review. May need to review
patient record for missing information. Verifies prior authorizations.
Submits prescription refills. Understands authorization forms and processes.
Functions as a Share Medical Appointment (SMA) documenter if needed.
Prepares and maintains department schedules.
Develops and monitors provider appointment templates. Under supervisor direction, makes adjustments to templates and coordinates rescheduling of patients. Prepares and distributes department clinical schedule. Works with supervisor on coverage issues.
Participates in care improvement activities as expected, such as Rapid Improvement Events (RIEs), Value Stream Analyses (VSAs), and Managing of Daily Improvements (MDIs).
Assists with data collection activities for statistical reports or required studies, ensuring data is properly collected and accurate (e.g. no show reports, telephone statistics). Completes paperwork to obtain information from or provide information to outside doctors, hospitals, health or social service agencies. Participates in special projects and ongoing programs unique to the department.
Trains and orients new staff as needed. May also be involved in interviewing and onboarding of new staff.
Provides back-up coverage for other support staff as necessary.
Takes notes and distributes meeting minutes.
May represent department on groups and teams related to upgrades of the electronic medical record.
Performs functions of a Medical Secretary I.
May function as a Medical Assistant I as needed.
Performs other duties as assigned.
High School diploma or equivalency certificate (e.g. GED, HiSET, TASC Test) from an accredited institution or governmental unit required. Associate's degree in medical assisting or graduate of certification in medical office administration program preferred.
A bachelor’s or other non-clinical degree combined with an interest in healthcare and excellent problem-solving, multi-tasking, technology-literate skill sets can at times be substituted for medical office administration program certification or experience.
Experience typically acquired through at least three years of experience in a clinical setting with at least one as a Medical Secretary. Computer experience required with the ability to use word processing and spreadsheet programs. Electronic medical record (EMR) experience preferred.
Able to communicate in a professional and appropriate manner. Strong interpersonal, customer service, time management, and organizational skills required. Working knowledge of patient related documents preferred.