Under supervision of the Practice Manager, acts as a lead to the front desk staff and their work functions. Assist the practice manager in developing and administering departmental policies and procedures to ensure an efficient collection and authorization acquisition process. Maintains consistent and accurate communication with the Medical System staff, referring physicians and patients.
The following statements are intended to describe the general nature and level of work being performed by people to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
1. Coordinates and supervises the daily functions of the front desk staff. Oversees/ performs patient registration activities, assuring accurate, complete and timely processing of appropriate documents.
A. Oversees/verifies patient demographic and financial information, confirms insurance coverage referral and or authorization information, and accurately registers patients in the STAR and IDX systems.
B. Understands UMMS and specific clinical services coverage policies and communicates to staff and patients.
Oversees that the front desk staff maintains a less than 10% error rate on their registration error report by reviewing schedules in advance and notifying patients, as necessary, for required referral and authorizations.
Collects and tracks encounter forms. Responsible for collecting 100% of encounters forms at the end of the business day. Checks encounter forms for accurate patient information, ICD 9 codes, time spent with patient for facility charges and physician signature.
Assures that staff collect appropriate co-pay and facility fees, completes receipt and payment logs. Secures payments in cash box/safe as appropriate. Provides the patient with proper documentation and receipts.
Responsible for batching STAR and IDX encounter forms on a daily basis, checking forms for completeness. Check completed forms against daily schedule to maintain that no forms are missing.
Maintains that staff enter all STAR charges by the end of the business day. Responsible for accuracy and checks Daily Revenue Report the next day for any missed or incorrect charges.
Answers telephone and patient inquires. Responds to inquires, takes legible, accurate and complete messages. Locates provider or nurse when appropriate.
Provides guidance and instruction to fellow employees where skills are in need of improvement, as needed. Provides information to Practice Manager regarding work progress, actions and issues in a timely and effective manner.
Assists Practice Manager in conducting orientation and training of new employees. Actively and continuously improves work processes. Uses continuous improvement tools and methods to improve individual, team and cross departmental performance. Bases improvement on customer requirements, data root cause analysis and outcomes.
Maintains inventory and orders appropriate supplies for the clinic.
Education and Experience
High School Diploma or equivalent (GED) is required.
Two years office work in a medical office or healthcare environment is required. Registration, front desk, referral services and billing experience preferred. In addition, two years of supervisory or lead worker experience.