Job Description

POSITION SUMMARY

Under regular supervision, performs a variety of clerical activities to support clinical operations for the University Maryland Capital Region Health Medical Group including customer service, telephone management, scheduling, registration, insurance eligibility and copay collections. Populates provider schedules, manages telephones, and completes registration information captured prior to or during each patient visit.

Principal Duties:

1. Receives and screens visitors and telephone calls. Provides general information in person and on the telephone.

2. Calls patients to verify appointments.

3. Verifies patient demographic information including insurance verification prior to the patient visit for all pre-scheduled patients. Performs data entry of patient demographic information. Types letters and faxes information as needed.

4. Registers all patients at each visit utilizing established policies for the capture of complete and up-to-date patient and insurance information receives and documents patient responsible payments including copayments, past balance payments, and other patient-responsible charges.

5. Schedules patients for provider visit. Maintains and updates appointment calendars for the University of Maryland Capital Region Health Medical Group.

6. Processes all referral requests by providers and patients within a timely manner and according to clinic procedure.

7. Notifies clinical personnel of patient arrival

8. Maintains entry log of incoming visitors.

9. Processes and delivers departmental mail and packages.

10. Maintains medical records in accordance with records protocols.

11. Discharges each patient via established policies, including charge entry for current visit if appropriate, scheduling of future appointments, facilitation of ancillary procedures as necessary, and provides for the patient a receipt for services rendered.

12. Performs other duties as assigned

Customer Service: 

Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.

Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

 Keeps customer’s information confidential, including public places such as elevators or the cafeteria.

Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

Commitment to Co-Workers:

Offers assistance to colleagues and other departments when needed.

Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences. 

Provides co-workers with a status.

Communication Etiquette: 

Respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions.

Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

Does not text or use e-mail during meetings (except for exigent or emergency situations).

Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

Returns email and voicemail messages promptly but no later than within one business day (24 hours).

Always mindful of voice and language in public.

Self Management:

Participates in assigned educational programs within hospital and outside of hospital as assigned by the Program Coordinator to maintain optimum knowledge base to provide superior assistance to the Physical Medicine Residency Program. 

Reports to work appropriately groomed and in compliance with the Hospital’s dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes. 

Completes mandatory, annual education and competency requirements. 

Follows UMCRH safety, infection control and employee health standards. 

Demonstrates responsibility for personal growth, development and professional knowledge and competency.

Adhere to all UMCRH and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times. 

Reviews, signs, and adheres to UMCRH and/or departmental confidentiality statement.