Position Title and Information:

Medical Office Assistant Team Leader

Department / Reports to: OBGYN/Ambulatory Services Manager

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

Position Overview:

The UCM Medical Office Assistant Team Leader (MOA-TL) will be responsible for providing day-to-day leadership and support to the UCM OBYN ambulatory offices. The MOA-TL will participate in all related front office duties including providing guidance and support to staff as required. The MOA-TL facilitates open lines of communication with UCM administration and OBGYN leadership team, staff, healthcare team, patients, and family.

Tasks and Responsibilities:

1. Staff Supervision and Leadership

Provides day-to-day clerical staff supervision and ensures accurate and timely workflow throughout the various MOA-TL functions.

Expectations:

• Develops staff schedules and coordinates time off approval with the Manager of OBGYN Ambulatory Services. Assigns appropriate staff coverage during scheduled time off / unplanned absences.
• Participates in the process for Medical Office Assistant recruitment efforts.
• Facilitates the orientation process for new employees, including but limited to assisting in IMT account and EPIC access and developing and organizing an orientation plan.
• Demonstrates an effective and professional demeanor as a role model to staff and peers.
• Communicates efficiently and effectively with UCM Leadership.

1. Registration / EPIC

Ensures all MOA staff are registering patients of the practice utilizing EPIC with proper and current procedures.

Expectations:

• Assures all patients are registered in EPIC according to office defined processes.
• Monitors the registration process to assure patient flow is smooth, patient-centered and delays are minimized. When delays are not avoidable, alerts nursing staff for assistance.
• Creates a culture to ensure that patient confidentiality and HIPAA compliance are maintained at all times during the registration process and patient experience in the practice.

1. Appointment Scheduling

Educates, instructs, and monitors MOA staff on provider appointment scheduling processes and guidelines.

Expectations:

• Schedules patient appointments and monitors daily schedules for accuracy and appropriate schedule based on approved provider template.
• Ensures that MOA staff is scheduling according to template guidelines or seeks approval from Manager to override.
• Verifies that all MOA staff is knowledgeable on the process for no-shows, cancelled or re-scheduled and performs periodic audits that are reviewed with the Manager.
• Template maintenance and continuous monitoring to troubleshoot problem areas and providing consistent accurate schedules and updates to staff and providers.

1. Telephone Management

Ensures that all MOA staff are trained in proper telephone procedures.

Expectations:

• Monitors and assures that staff is providing excellent telephone service and courtesy.
• Answers patient and physician inquiries promptly or elevates to the appropriate representative.
• Makes patient appointments and directs calls appropriately.
• Takes accurate patient messages and relays message to providers.
• Assures all telephone calls are handled in a confidential manner.

1. Information Management

Ensures the flow of information through the MOA staff and all OBGYN ambulatory office team members is efficient and effective.

Expectations:

• Ensures staff processes incoming mail appropriately.
• Ensures incoming/outgoing faxes are handled appropriately.
• Ensures all items requiring action are prioritized and resolved in a timely manner

Education, Training and Previous Experience Requirements:

• High school degree or equivalent.
• A minimum of two (2) years 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.
• Knowledge of insurance policies and terminology.
• 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.
•   Excellent judgement, discretion, initiative, and ability to maintain strict confidentiality
  and high ethical standards.
•  Attention to detail and problem-solving skills.
•  Excellent time management skills and the ability to prioritize work.
•  Excellent written and verbal communication skills.

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

Must be able to sit for long periods of time, bend, stand, stoop, and perform repetitive motions for use of computers and office equipment.  Able to speak and hear sufficient to communication with internal and external customers. Ability to view a computer monitor/screen and enter data. Ability to lift approximately 20 lbs.

Expectations:

This section explains specific expectations for this position and may be in addition to those expectations identified through a 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.
• Meets or exceeds expected performance standards, including consistently reporting to work on time, prepared to perform duties of position.

- All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

- 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.

- This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.