SUMMARY:

The Plastics Department Check-In & Out/Secretary is responsible for providing quality and efficient customer service to the special patients serviced in this area. The Check-In & Out/Secretary performs routine clerical tasks helping all secretaries in the department ensure a smooth and efficient department flow. The Plastics Department Check-In & Out/Secretary has the primary responsibility of checking in and out all Plastics Department patients, collecting patient payments accurately, and maintaining department monthly clerical logs. The person in this position will also assist with answering calls, making patient appointments, sending out letters to patients, scheduling referrals, processing of e-faxes for providers, maintaining accurate and orderly schedules for physicians and audiologists.

A. Position Requirements:

• 
  Check-in
• Greet patients with a smile and a scripted acknowledgement.
• Verify patient information (address, phone numbers, insurance, etc.) in computer at every visit.
• Register all new patients by obtaining personal and insurance information
• Input data into computer as needed.

• 
  Customer Service
• Assist patients by phone or in person politely and in a timely manner.
• Assist secretaries with voicemail messages in a timely manner; to include making sure that the voicemails boxes are empty at the end of each day and assist the secretaries with returning calls.
• Utilizes Instant Messenger or TouchWorks to task clinical staff/providers when additional medical information is required to thoroughly assist in addressing patient questions/concerns

• 
  Financial Account Auditing
• Calculate charges and input as instructed; always ensure that you have a current quote sheet and/or charge ticket before giving out patient charges
• Inform patient of day’s total
• Obtain payment from patient
• Provide receipts
• Verify credit card payments and input charges into computer.
• Work closely with Department Secretaries/Financial Counselors for patients who are unable to make payments.
• Review accounts with patients regarding old balances.

Assist with scheduling appointments and registering new patients that are referred

• Schedules return appointments and procedures
• Registers and schedules new patients that are referred

Assist secretaries with incoming and outgoing referrals

a. Refers to other healthcare providers as requested by physician

b. Sends appropriate records/forms/consents to performing entity/provider

Assist department with mailing out or faxing correspondence; Copy and fold brochures for patient education.

• Type and mail out letters to patients who no show or need to schedule appointments
• Fax paperwork to other entities or providers as needed
• Assist with special department mailings as needed
• Make copies of patient education material for the exam rooms and fold brochures ensuring that the exam rooms don’t run out of education materials

7. End of Day

• Balance daily transaction
• Account for all charge tickets used daily for each doctor where applicable
• Add all charges and balance with computer totals; add up all receipts and balance with monies received for the day, and with computer
• Write up deposit for monies collected.
• Print out day’s transactions and update in computer.
• Perform credit/debit adjustments on accounts, writing up transactions, keying them into computer, balancing, printing and updating all transactions.
• Complete following reports: Charge pending review, End of Day Review

8. Other duties as assigned.

Reporting- Tracking of Cosmetic appointments

Marketing Tasks- Maintaining Facebook Account and other social media accounts

Special Projects as assigned

Cross-trained to assist with procedural quotes, scheduling of surgical procedures, preparing pre-op paperwork, referrals and authorizations, etc.

This document is intended to describe the general nature and level of work performed. It is not intended to serve as an exhaustive list of all duties, skills, and responsibilities required of personnel so classified.

PREFERRED QUALIFICATIONS:

• 
  Associates in Medical Office Management
• Working knowledge of multi-phone line answering systems preferred
• Working knowledge of electronic appointment scheduling program
• One year of experience scheduling medical appointments
• Basic computer skills; word processing, spreadsheet, email and web browsing

Personal Characteristics/Skills:

• Knowledge and understanding of insurance and managed care plans.
• Knowledge and understanding of billing and payment procedures, rules & regulations of contractual and non-contractual insurance carriers.
• Ability and understanding of how to use ICD-10, HCPCS, and CPT coding books and or applications.
• Knowledge of basic math concepts with ability to operate standard office machines and computer and balance debits and credits.
• Previous experience working with the public with ability to maintain composure when confronted with fast-paced and stressful situations.
• Uses above average communication skills: Ability to speak clearly and concisely with pleasant attitude.
• Ability to maintain confidential information.
• Ability to read, comprehend, and follow oral and written instructions.
• Ability to learn quickly in a fast paced healthcare environment.
• Actively looks for ways to help customers
• Is tactful
• Projects positive self-image to customers
• Determines work priorities; self-starter
• Demonstrates problem solving ability
• Well groomed

ORGANIZATIONAL RELATIONSHIPS:

Accountable to the Plastics Department Manager