Position Overview

The Medical Office Assistant is responsible for handling all front desk operations including answering phones, scheduling appointments, check-in and check-out, customer service, as well as providing support to the Practice by performing a variety of clerical tasks.  It is critical that members of the Patient Service Associate team coordinate and work collaboratively to ensure duties are performed seamlessly.

Please note this is not a NY State position; the employer is Upstate Community Medical, P.C.

Tasks and Responsibilities:

• Greet and assists all patients and visitors in a prompt, warm, courteous, and professional manner.  Ensure patient’s wait time in the reception area is kept to a minimum.
• Complete patient check-in process according to office protocol, including obtaining appropriate insurance information.
• Answer incoming calls in a timely manner.
  • Responding to inquiries as appropriate taking accurate message or directing the call to the appropriate staff member.
• Schedule or reschedule appointments as needed.
  • When directed by physicians or management, promptly schedule outside scans and other referral appointments promptly notifying the patient of the appointment.
  • Per office protocol, follow-up on no show and cancelled appointments.
• Perform check-out duties to include scheduling of follow up appointments,
• Complete a variety of clerical duties including but not limited to scanning or faxing records; opening, processing, and distributing mail; records processing; composing and disseminating letters/correspondence.
• Ensure patient files are properly updated for every action and step taken.
• Ensure adherence to all HIPAA guidelines.
• Obtain and maintain basic knowledge regarding different insurance coverages.
• Respond promptly and accurately to requests for medical records.
• Assist other Practice staff members in ensuring the waiting area is kept neat and properly maintained.
• Perform other duties as needed to accomplish job standards and/or requested by management.

Education and Previous Experience Requirements:

• High school degree or equivalent
• A minimum of one (1) year office experience in a medical office setting preferred
• Education or training in formal office procedures is preferred

Knowledge and Skills Needed to Perform Effectively in the Position: 

• Basic medical terminology knowledge preferred.
• Knowledge of insurance policies and terminology preferred.
• Exceptional customer service skills and the ability to interact compassionately.
• Ability to effectively multi-task and prioritize.
• Excellent organizational skills.
• Ability to operate computer and other office equipment sufficiently enough to complete job tasks.
• Ability to learn and apply software necessary to complete job tasks, including EPIC, Microsoft Word, insurer systems, etc.

Job Related Physical Abilities an Individual Needs in Order to Perform the Job in a Satisfactory Manner:

Must be able to stand for long periods of time, bend, stoop, and sit.  Able to speak and hear sufficient to communicate with patients and others.  Ability to view a monitor/screen and enter data.  May occasionally lift up to 20 pounds.

This section explains specific expectations for this position and may also be evaluated in the performance appraisal process.

• Adheres to UCM’s policies and procedures and acts in the best interest of the Organization and its patients.
• Promotes teamwork with coworkers and supports a collaborative work environment.
• Meets or exceeds expected performance standards, including consistently reporting to work on time, prepared to perform duties of position.

Expectations:

1. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
2. This position guide in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
3. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.