JOB DESCRIPTION

JOB TITLE: Front Desk Administrator/Scheduler

FLSA STATUS: Non-Exempt

DEPARTMENT: Front Desk Clerical

POSITION SUMMARY:

This position is responsible for coordinating the flow of patient care in the medical office setting. Greeting and orienting patients at check in, obtaining updated demographic information, collecting co-payments. Responsible for scheduling follow up appointments, chemotherapy treatments, radiology and/or radiation procedures ordered by providers and centralized referral scheduling. This position is also responsible for scheduling diagnostic tests ordered by the provider as well as referrals by the provider to another provider/facility for consult. Also performs clerical functions such as answering the phones, coordinating physician appointments, and managing the electronic medical record. Serves as an integral part of the communication thread between the provider and the rest of the MHO patient support team.

CORPORATE PHILOSOPHY:

Employees of Michiana Hematology-Oncology, PC (MHO) are committed to abide by and uphold the mission and values of the corporation, ensuring compassion and service excellence.

MHO VALUES:

Compassion for ALL - At MHO, we provide patience, kindness and understanding to our patients, their families, and our team through the entire journey.

“No act of kindness, no matter how small, is ever wasted.” - Aesop

Continuous Growth - At MHO, each day is an opportunity to reflect and refine. We value continual growth of our patient’s satisfaction, team, diversity, culture, and commitment to evolve the practice through adapting to feedback and clinical innovation.

“What you do makes a difference, and you have to decide what kind of difference you want to make.” – Jane Goodall

Unparalleled Patient Experience - At MHO, we deliver consistent and patient-tailored care with an Unparalleled patient experience by a combination of collaboration, adaptation, and patient satisfaction.

“Patients can’t measure quality of clinical care; but they can measure quality of experience!” – unknown

Balancing Care with both Intellectual and Emotional intelligence - At MHO, we balance both the intellectual and emotional approach to provide positive relationships with our patients, their families, and our colleagues. Effective communication, self-awareness, interpersonal skills, and relationship management all contribute to a healthy patient and employee experience.

“Experience is not what happens to you – it’s how you interpret what happens to you”. - Aldous

SERVING THE PATIENT:

The Front Desk Administrator/Scheduler serves the patient by checking them into the office, verifying insurance information is correct, collecting co-pays, and scheduling the patient's next appointments, per the Providers notes. When handling chemo scheduling the Front Desk Administrator make sure that chemotherapy is scheduled on the correct day, ensuring that the patient is scheduled for the appropriate amount of time, considers nursing schedules and chair accessibility for the patient's specific treatment plan.

ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:

• 
  Greets patients promptly, interacting in a professional and compassionate manner, directs patients and their families to the appropriate clinical area. Answers phones, collects co-payments, schedules appointments, updates patient demographics, maintains physician and nurse practitioner schedules. Assists the Team Leader as required.

• 
  Responsible for chart preparation prior to initial consultation, including but not limited to the acquisition of pertinent pathology reports, lab results, operative reports, radiology reports, physician dictation and previous treatment information.

• 
  Responsible for efficient, expedient, and accurate procedure and referral scheduling

• 
  Responsible for entering required information into the patient EMR chart.

• 
  Monitors provider orders in the EMR and schedules procedures and/or referrals by telephone or electronic media. Obtains provisional diagnosis and patient history to substantiate the requested procedure. Completes Clinical Decision Support (CDS) for required radiology testing per CMS guidelines.

• 
  Effectively communicates with patients, families, healthcare team member in person or via phone. Provides instructions, dietary restrictions, and exam specific preparations.

• 
  Continuous training on medical terminology, labs, scans and other patient needs.

• 
  When serving as a phone operator, must have the ability to read appointments to patients, reschedule labs and Provider appointments, call the service center and forward messages to the appropriate locations in a time matter.

• 
  Uses basic working knowledge of the difference between Radiology and Radiation Oncology.

• 
  Effectively communicates and collaborates with the insurance department for accuracy of patient insurance information and payment status

• 
  Responsible for efficient, expedient, and accurate procedure and referral scheduling

• 
  Must possess strong interpersonal skills to communicate effectively with patients, co-workers, management staff and providers.

• 
  Maintains the practices and principals set forth by MHO leadership with a strong commitment to service, excellence, and quality.

• 
  Maintains professional behavior, confidentiality, and discretion at all times, along with the ability to work with all levels of staff with a confident and professional demeanor

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 
  High school diploma or equivalent (GED); previous medical office experience/ medical terminology

preferred.

• 
  Previous medical office scheduling experience preferred with knowledge of basic medical terms.

• 
  Computer knowledge, including electronic medical record systems and Microsoft Office.

• 
  Accurately maintains and adheres to all safety rules and regulations.

• 
  Must possess the ability to work with patients and family members in a confident, respectful, and socially professional manner.

• 
  Excellent communication and organizational skills with the ability to work in a fast-paced environment; prioritize tasks and workloads.

• 
  Must possess active problem solving, analyzing skills.

• 
  Performs other duties as assigned.

WORK ENVIRONMENT:

Clinic environment. Work requires sitting, standing, and/or walking in and around the clinic. Good manual and finger dexterity and eye-hand coordination, along with the ability to read and comprehend written instructions. High traffic area dealing with patients, family members, other staff, and physicians. Interaction with others may be constant and interruptive. Requires working under stress. Working knowledge of computers, with the ability to type, operates a keyboard, calculate, and operate equipment common to the field. Ability and knowledge to perform professional care appropriate to a chemotherapy nurse. Knowledge of administrative policies, regulations, and procedures to administer patient care. Knowledge of medical equipment and instructions. Skill in applying and modifying the principal methods, and techniques of primary care to provide ongoing patient care. Skilled in understanding medical history, assessing, and interpreting findings, along with the knowledge of common safety hazards and emergency situations. Skill in preparing and maintaining records, reports and responding to correspondence as needed. Establishes and maintains effective working relationships with physicians, patients, family members, employees, and the public. Ability to interpret, adapt, and apply guidelines. May be required to climb or balance; stoop, kneel, or crouch; lift and/or move patients. Frequent exposure to toxic substances, medical preparations, and other conditions common to a clinic environment.

REPORTING RELATIONSHIPS:

• 
  Direct Manager: Home Site Manager
• Day to Day Lead: Daily Site Manager
• Strategic Coach: TBD

EXPECTED OUTCOMES:

SUCCESS:

Success for Front Desk Administrator/Scheduler includes:

• Quality work: Completing all work thoroughly, accurately, and in a timely manner.
• Punctuality/Time management: Arriving and leaving shifts on time, regularly taking lunch breaks, and being productive with their time at work.
• Initiative: Self-starter, with the willingness to share ideas to help improve patient experience and quality of care. Willingness to work with team members on projects that improve the department and #OneMHO as a whole.
• Flexibility: Ability to adjust work hours to accommodate the needs of the organization and fellow team members.
• Attitude: Being a positive and professional. Recognizing the privilege, we must serve patients and their families during one of the hardest times in their life. Creating an environment that is welcoming and safe for patients and team members.
• Certifications/continued education: maintaining licenses and certification required for the position, continuing education to stay current with industry standards, and seeking opportunities to advance skills and abilities.

• 
  This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and work conditions may change as needs evolve.