CLERICAL SUPPORT II -SOUTHSIDE PRIMARY CARE

Clerical Support- Southside Primary Care

Galen Medical Group offers several medical specialties throughout the Chattanooga region. We provide quality care and patient-friendly services to adults and children of all ages.

Our mission is to elevate the health of our community through multiple medical specialties providing excellent care delivered with wisdom, compassion, integrity, and a commitment to technology, education, and scientific inquiry. Galen is CHATTANOOGA'S Doctor!

Summary/Objective:

Welcome visitors by greeting them in person or over the telephone in a prompt, professional and courteous manner recognizing this position is the initial representation of all Galen Medical Group and the Site specifically. This position provides support in the following areas: Check-In, Check-Out, Switchboard Operator, Appointment Scheduler, and/or Receptionist.

Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Exhibits a high-level customer service approach by greeting all patients and visitors in a timely and helpful manner.

• Obtain, update, and enter demographic and insurance information for the patient into the practice management system (PMS).

• Scan patient’s insurance cards into the PMS. Verify coverage and eligibility.

• Point of Service collections – Collect Co-pays, Co-insurance, Past Due balances and Collection balances per site protocol.

• Notifies appropriate personnel of the patient’s presence for medical services.

• Performs daily reconciliation of cash, checks, and credit card payments.

• Responsible for credit card batch processing and daily deposit reconciliation.

• Notifies the manager immediately of discrepancies in payments and collections, including discrepancies with out-of-balance batch reports.

• Knowledgeable of participating insurance plans accepted by the office.

• Provide the patient with updates regarding delays in the Provider’s schedule.

• Assures the Waiting room is clean and tidy at all times.

• If Check-Out duties are included in your job position, the following guidelines must be followed:

• Schedule future appointments

• Point of Service collections if done post visit

• Return to Work and School notes

• Schedule specialist appointments, and outside testing depending on site.

• If Switchboard duties are included in your job position, the following guidelines must be followed:

• Responsible for opening the Switchboard when the clinic opens.

• Transfers and removes lines to and from the forwarding function to answering service when deemed appropriate by the manager.

• Receives telephone messages via telephone and/or fax from the answering service and relays messages to the appropriate parties.

• Answers all incoming telephone calls and alerts the appropriate staff of needs.

• Courteously and efficiently assists patients with their needs when receiving calls.

• Accurately records detailed messages and sends task to the appropriate person.

• Notifies personnel of incoming telephone calls according to the department guidelines.

• Refers to On Call schedule daily and relay to the answering service before closing the office.

• Active participation in process improvement efforts.

• If Appointment Scheduling is included in your job position, the following guidelines must be followed:

• Check availability for requested appointment. If provider or time is not available, offer alternate options to the patient according to office protocol.

• Schedule appointments in PMS.

• Reschedule patient appointments as requested.

• Manage recall list.

• If Pharmacy duties are included in your job position, the following guidelines must be followed:

• Answering telephone calls and conducting outbound calls.

• Checking in patients for Patient Assistance and Pharmacy appointments.

• Running the Pharmacy P.O.S. system.

• Setting up Pharmacy deliveries.

• Assisting with other Pharmacy Related duties as necessary.

• May be required to assist other team members based on office demands.

• Must adhere to HIPAA guidelines at all times in order to maintain the highest level of patient confidentiality.

• Other duties as assigned by Regional Manager or Site Manager.

Other Duties/Responsibilities:

• Promote the mission, vision, and values of Galen Medical Group.

• Maintain confidentiality of all patients, medical, financial, and legal information.

• Report to work on time and as scheduled.

• Represent the organization in a positive & professional manner.

• Comply with all organization policies and standards regarding ethical business practices.

• Participate in performance improvement and continuous quality improvement activities.

• Attend regular staff meetings and in-services as directed by your manager.

• Consistently demonstrate the value of the team concept.

• Understands and abides by OSHA, HIPAA & CLIA standards.

Knowledge/Skills/Abilities:

• Ability to handle difficult situations involving patients, physicians, or others in a professional manner.

• Ability to work independently, exercise creativity, be attentive to detail, and maintain a positive attitude.

• Ability to manage multiple and simultaneous responsibilities.

The above job description is intended to describe the general content of and requirements for this job. It is not intended to be a complete statement of duties, responsibilities, or requirements.