Front Office Coordinator Primary Care Internal Medicine

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 prescheduled 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 uptodate patient and insurance information receives and documents patient responsible payments including copayments past balance payments and other patientresponsible 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 customers name as soon as it is learned.
Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
 Keeps customers 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 handoff occurs and explain that the person will provide excellent service.
Demonstrates commitment to excellent service recovery when a customers expectations have not been met.

Commitment to CoWorkers:
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 coworkers with a status.

Communication Etiquette: 
Respectful courteous and professional in all forms of communication and follows facilitys 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 email 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 outofoffice 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 Hospitals 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.

Qualifications :

Education/Knowledge

• Attained Level: Entry level High School or GED.
• Preferred: Additional training in computer skills and customer service principles.
• Completed Course Work/Program: High School Diploma/GED

Applicable Experience

• Experience (years): Required: 1 3 years Preferred: 35 years
• Experience (describe required & preferred): One (1) year of customer service experience required. One (1) year relevant frontdesk experience preferred. Experience within a healthcare environment preferred.
• Certification in scheduling and registration preferred.

Technical/Clinical Skills

• Basic knowledge and working experience with Medical Terminology

Other:

• Prior experience and demonstrated competence with patient or customer information systems is preferred.

Communication Skills & Abilities

• Work requires the ability to exchange information on factual matters schedule appointments greet visitors explain hospital/corporate policies and/or relay messages to appropriate personnel. This type of interaction requires courtesy and tact when dealing with patients visitors and/or hospital/corporate employees. More sensitive situations may be referred to others as appropriate.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Compensation

• Pay Range: $17.94$26.54
• Other Compensation (if applicable): Shift Differential Evening $1.75 Night $2.00 Weekend Day $2.25 Weekend Evening $3.00 Weekend Night $3.50
• Review theUMMS Benefits Guide