Oklahoma Arthritis Center (OAC) is an Equal Employment Opportunity employer and considers all applicants without regard to race, religion, color, sex, national origin, age, disability, veteran status, or any other legally protected status.
Job Summary:
Primary role is to assist patients with creating their personal patient portal account in order to securely connect with their OAC care team. Ensures all communication is in a friendly, courteous and professional manner. Performs assigned job duties remotely while maintaining productivity and quality standards. Effectively communicates with patients over the phone while adhering to all HIPAA rules and regulations. Assists Patient Services team, as needed, in obtaining all preliminary information required for a patient's chart. Accurately and effectively schedules patient appointments. Answers all work tasks in a prompt, courteous, and professional manner.
Essential Functions:
- Communicate with patients in a courteous and professional manner.
- Collect and accurately enter required patient information in the Practice Management System to ensure timely billing and follow up.
- Work all incoming calls, questions and/or tasks in regards to patient portal accounts. Contact patients as needed to assist with portal account set up. Direct patients to appropriate outside organizations for account resolution as needed.
- Verify insurance information and demographics are correct, current, and updated in the Practice Management System with each patient interaction.
- Promptly answer phones in a friendly, courteous and professional manner. Route calls appropriately to staff and help with call processing of voicemails.
- Explain financial requirements to patients or responsible parties so in clinic staff can collect appropriate co-pays, deductibles, co-insurance and past due balances when patient is in clinic.
- Explain practice policies, regulations, and services, such as office hours, payment expectations, etc. to patients as appropriate.
- Answer (or direct to the appropriate staff) patient’s questions or inquiries.
- Effectively schedule appointments for provider visits, infusions, lab work and imaging.
- Use customer service principles and techniques to deal with patients calmly and pleasantly.
- Ensure patient confidentiality and follow all HIPAA guidelines.
- Must maintain a secure and compliant work environment while working from home.
- Check and resolve assigned tasks in EMR program.
- Adhere to scheduled work hours, including availability for all staff meetings and training sessions.
- Communicate regularly with supervisors and team members regarding workload, priorities and issues.
Additional Functions:
- Other duties as assigned.
- Assist co-workers as needed.
- Recognize when others are in need of assistance, information or directions and offer to help when able, or find someone who can.
- Maintain emotional control and diplomacy at all times.
- Maintain open and positive lines of communication.
- Consistently report to work on time, begins work promptly and perform duties for entire scheduled shift.
- Maintain absenteeism within company policy.
- Notify Administration of absences and tardiness in a timely manner.
- Read new policies and documents as instructed.
- Adhere to company policies and procedures.
- Demonstrate sensible and efficient use of equipment and supplies by limiting waste, spoilage or damage.
Performance Requirements:
Knowledge:
- Knowledge of medical practice protocols related to scheduling appointments.
- Knowledge of computerized scheduling systems.
- Knowledge of customer service principals and techniques.
Skills:
- Skill in communicating effectively with providers, co-workers and patients in regards to portal account setup.
- Skill in organizational matters, including time-management, prioritization, multitasking, and problem solving.
- Skill in operating office equipment.
Abilities:
- Ability to speak clearly and loudly enough to be heard by callers and patients.
- Ability to multitask effectively, dealing with phone calls, in-office patients, staff and others pleasantly.
- Ability to deal courteously with patients, staff and others.
- Ability to communicate effectively and clearly.
Qualifications:
- High school diploma or equivalent.
- 2 years customer service experience.
- Medical office experience is preferred.
- Computer experience, especially with Practice Management Systems and/or an Electronic Medical Records system, preferred.
- Bilingual (Spanish) a plus.
Physical Requirements:
- Ability to work effectively in a fast-paced environment.
- Maintain a dedicated, secure and distraction free workspace.
- Maintain reliable internet connectivity and required equipment to perform job functions.
- Physical ability to sit, perform data entry and view computer screen for long periods at a time.
- Occasional exposure to communicable diseases and biohazards.
- Daily standing, walking, bending, and maneuvering.
Travel Requirements:
Will be required to attend all mandatory staff meetings and trainings.
Scheduled Working Hours:
This is a remote position however; normal work hours are 8:00 a.m. to 5:00 p.m. Monday through Thursday and 8:00 a.m. to 1:00 p.m. on Friday. Hours may vary depending upon the needs of the position, department, and clinic.
Other Duties:
Please note this job description is not designed to cover or to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change from time to time, with or without notice.
Equipment Operated:
Standard office equipment including: computers, printers, faxes, copiers, postage machine, etc.