Under the supervision of the Senior Site Manager, provides administrative support to physicians in a high-volume ambulatory clinic setting, functioning as the primary interface between patients and providers. Emphasis is placed on the ability to stay organized and to prioritize administrative tasks related to patient care. Role requires management of confidential patient information, scheduling patient appointments, answering phones with the highest level of customer service, checking patients in and out of appointments, collecting copayments, scheduling surgeries and other ancillary services, and helping to manage incoming information via phone and fax.
- Perform administrative front desk duties with the highest level of customer service, including but not limited to greeting patients and families, checking patients in and out for services, collecting copayments, and ensuring proper referrals and authorizations/financial clearance in place for scheduled services. Collect and verify accurate information from patients, prioritizing and communicating to clinical staff as needed.
- At end of visit, ensure proper follow-up services are scheduled and check out, and help provide patients with any post-appointment information or instructions requested by the physician and services team.
- If instructed to support one particular provider or set of providers in the office, coordinate physician clinic schedules with their academic and personal schedules; this may include managing clinic sessions, surgical block time, on-call duties, meetings, travel, and other commitments.
- Obtain or prepare medical records in advance; ensure that all documents, including internal and external records, are in order and incorporated into electronic patient record in a timely fashion. If any item is missing prior to day of appointment, contact patient to obtain. Confirm surgeries prior to date of service and ensure patients have all necessary instructions and directions, per physician instruction.
- Help to triage incoming questions from patients via phone and fax; seek guidance from provider, clinical staff or Manager as appropriate. This includes daily monitoring of incoming messages in the electronic medical record system; timely response is expected. Also assist with sending communications out to referring providers and patients as necessary (for example, prior visit notes to referring providers).
- Provide support to other colleagues in the office; help to cover and fill in as needed if other staff members are out of office, per instruction from Manager.
- Monitors levels of administrative supplies at front desk and alerts Manager if orders need to be placed.
- Close out copayment collection/cash drawer at end of day, per office protocol.
- Maintain patient confidentiality at all times, by phone, in discussion and by electronic distribution of information.
- Perform other projects as assigned by Manager or physicians.
Associate degree or equivalent combination of education and experience required. Recommended 2+ years of experience in a medical administrative support position within a busy medical site or department. Excellent verbal communications skills required for the telephone, interaction with patients and others, strong organizational skills a must.EEO Statement
Massachusetts Eye and Ear is proud to be an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are made without regard to race, color, age, gender, gender identification, sexual orientation, religion, marital status, sex, pregnancy or conditions related to pregnancy, national origin/ancestry, citizenship, disability, military status, genetic information, or any other basis prohibited by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.