Clerical Assistant Float Position

Description

Family Healthcare of Hagerstown is a thriving, one-stop healthcare center that offers our patients comprehensive care including primary care, dental, mental health, and community resource services for all ages, infants to seniors. Our mission: to promote a healthy community by providing affordable, accessible, and compassionate healthcare to individuals and families of all ages, races, and economics backgrounds. Our core values – integrity, quality, communication, accountability, trust, and teamwork – are an integral force in our health service.

The Clerical Assistant works under the supervision of the Patient Access Manager and in conjunction with all other team members of the department and all other departments. Provides clerical, secretarial, and patient scheduling activities to ensure the prompt and efficient care of the patients to meet the goals and objectives of Family Healthcare of Hagerstown (FHH). Supports and follows through with the vision, mission, goals, and objectives of FHH.

As a member of the health center’s integrated care team the Clerical Assistant will fulfill the following Key Functions and Responsibilities:

• Demonstrates a willingness to work with and assist others. No valid complaints received by management during the year.
• Demonstrates knowledge of the clerical functions such as faxing, taking messages, copying records, and computer usage.
• Assists and provides effective training and cross training of clerical staff and volunteer staff in a timely and professional manner.
• Appropriately responds to emergency and/or crisis situations. Follows through with appropriate action, identifies appropriate people to handle incidents in accordance with CHC policies and procedures.
• Assists with other tasks, assigned or unassigned, as needed (faxing, requesting patient records, copying, etc.).
• Independently assists staff, without being prompted.
• Assists with incoming telephone calls, scheduling patients within departmental guidelines and verifying insurance coverage.
• Answers the telephone within three rings in a helpful and courteous manner, while identifying self and place of business.
• Consistently addresses patients' questions and concerns to the patients’ satisfaction, but if unable to answer, refers to appropriate personnel.
• Accurately takes telephone messages, verifying return telephone number and sends to appropriate staff person. Less than 2 complaints per evaluation year from staff about messages not being complete.
• Schedules patient appointments, using set departmental guidelines. Less than two errors per month. Identifies to the manager areas for improvement concerning scheduling guidelines for patients.
• Verifies insurance eligibility on all same day and next day appointments. If a patient does not have insurance, an active financial must be on file.
• Verifies address, telephone number and insurance information with patient while making appointment.
• Schedules downloaded and sent to Med Voice two days prior to scheduled appointment.
• Retrieves phones promptly at 8:00 am from answering service and returns them at end of workday.
• Assists with functions related to registration, insurance verification, financial assistance, and preparation of medical record information forms.
• Employees consistently address patients in a professional manner as they approach the registration window. No valid complaints received by management during the year.
• Reviews patient demographic information and income tabs in EPM at each visit.
• Reviews and updates insurance tab in Athena, deleting insurances that are no longer active, and entering new information as needed.
• Reviews and updates UDS tab in Athena, making sure all applicable areas are completed.
• Requests copy of patient’s insurance card if not on file or needing updated card.
• Reviews insurance card to verify FHH providers are listed. If change is needed, the form is completed and faxed to the insurance company daily.
• Collects co-payments at time of service. Enters information into system noting type of payment and check number, if applicable.
• If a patient does not have insurance or if their financial has expired, provides a…