Office Lead - Internal Medicine

Job description

Position Summary
An office lead at Aultman Medical Group acts as a Patient Service Representatives (PSR) and oversees front end operations. PSRs are often the first contact patients have with the office. This position is responsible for creating a positive and welcoming environment for all patients and visitors. The duties include but are not limited to greeting and introducing themselves to the patient, checking in/checking out and answering incoming phone calls. The PSR will also take and send messages to the appropriate receiver.
Department Summary
Aultman North Canton Medical Group Internal Medicine is an Internal Medicine practice with at least sixteen providers and multiple supporting colleagues located in North Canton, Ohio.
Qualifications
• High School Diploma or equivalent
• Knowledge of medical terminology and insurances desirable
• Computer/EMR literacy required
• Customer Service experience preferred

Skills
• Comfortable speaking to patients, visitors, providers and coworkers
• Detail oriented
• Attention to detail
• Awareness of surroundings
• Communicate effectively verbally and in writing
• Adaptability to changing work environment or need

Responsibilities & Expectations
• Assist in the supervision and oversight of all PSR colleagues to monitor performance, ensure adherence to office policies, and established operating procedures.
• Provide all PSR colleagues with both positive and constructive feedback as needed to promote an efficient and productive work environment.
• Maintain day to day front- end operations.
• Train new PSR colleagues for all AMG Primary Care departments.
• Oversee the completion of new colleague department specific orientation checklists.
• Update and maintain AMG Primary Care training and reference materials.
• Point of contact for all front- end related questions and troubleshooting.
• Participate in the interview and hiring process of new colleagues.
• Perform random cash drawer checks to ensure accuracy of cash on hand.
• Prepare cash for deposits throughout the week to be transferred to the bank.
• Manage and maintain outstanding return to office orders to ensure patient compliance.
• Generate patient dismissal letters and oversee the process.
• Prepare for patients’ arrival.
• Check-in/Check-out Patients
• Review insurance for referral and/or copayment requirements.
• Demonstrates understanding of customer service.
• Initial point of contact for patient grievances related to billing discrepancies. Escalate to Practice Manager or Director of Practice Management if unable to successfully resolve independently.
• Responsible for deescalating and informing Practice Manager of all upset patients in the lobby and surrounding areas of the department. Notify security and Practice Manager if situation escalates.
• Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer.
• Communicates in professional and friendly manner.
• Acknowledges visitors and accurately responds to routine requests for information.
• Checks patients in by completing the following tasks:
• verification of patient demographics
• confirmation of and updating insurance information
• initiation of required changes as necessary
• notifying clinical personnel of patient’s arrival
• request eligibility from insurance verification system
• communicate with the Providers and nurses with special request from the Patient
• collects copayments (cash, check and credit card)
• Schedules appointments
• Consults with providers
• Refers to Practice Manager under the following circumstances as needed:
• Patient requires counseling regarding financial difficulties
• Patient requests/requires payment plan for account
• Notifies nursing staff of apparent seriously ill patient
• Sorts and delivers department mail
• Other duties as assigned specific to department needs
• Maintains work area and lobby in neat and orderly manner.
• Attends meetings as required.
• Performs related work as required per department
• Adapts to role changes in a positive manner.
• Demonstrates ability to effectively function in other departments as needed.
• Answers telephones, takes messages and/or routes calls appropriately.
• Check samples for the Drug Representatives and schedule Rep. lunches.
• Call patients and set up annual Physicals with providers.
• Create physician schedules.
• Schedule and register Stat Lab patients.
• Responsible for communicating electronic medical record and all insurance updates.
• Attend and participate in weekly lead meetings with Practice Manager.
• Contribute new ideas to improve the financial integrity of the practice.
• Allocate resources appropriately to minimize expenses.
• Use organizational skills to improve practice efficiencies.
• Build and maintain relationships with CBO to resolve billing and coding issues, including patient inquiries.
• Work cooperatively and collaboratively with Compliance Officer to ensure adherence to all HIPAA and governmental requirements.
• Liaison for IT.
• Willingly volunteer for additional duties to demonstrate leadership and participation.

Working Conditions
• Work eight to ten hours a day.
• Lunch periods and breaks are coordinated with other staff members to maintain adequate floor coverage
• Cross training in all areas in the department is required.
• Staff may be assigned to different locations within AMG

Hazardous Exposure Category
Category I - Includes tasks that involve exposure to blood, body fluids, or tissues. All procedures or other job-related tasks that involve an inherent potential for spills or splashes of, or mucous membrane or skin contact with blood, body fluids or tissues are Category I tasks. Use of appropriate protective measures is required for every employee engaged in Category I tasks.
Physical Addendum
Demands
Frequency
Remarks
Lifting 0-10 lbs
Continuous 66% of the day
Lifting 10-20 lbs
Occasional 10-33%
Lifting 20-35 lbs
Occasional 10-33%
Lifting 35-50 lbs
Occasional 10-33%
Lifting 50-75 lbs
Occasional 10-33%
Lifting 75-100 lbs
Occasional 10-33%
Lifting over 100 lbs
Occasional 10-33%
Forward Reaching
Continuous 66% of the day
Overhead Reaching
Frequent 34-65%
Standing
Continuous 66% of the day
Walking
Continuous 66% of the day
Sitting
Occasional 10-33%
Climbing
Occasional 10-33%
Stairs/Ladder
Occasional 10-33%
Bending/Stooping
Frequent 34-65%
Twisting/Turning
Kneeling/Squatting
Crawling
Pushing/Pulling 0-10 lbs
Frequent 34-65%
Pushing/Pulling 10-20 lbs
Occasional 10-33%
Pushing/Pulling 20-35 lbs
Occasional 10-33%
Pushing/Pulling 35-50 lbs
Occasional 10-33%
Pushing/Pulling 50-100 lbs
Occasional 10-33%
Pushing/Pulling over 100 lbs
Occasional 10-33%
Carrying 0-10 lbs
Carrying 10-20 lbs
Carrying 20-35 lbs
Carrying 35-50 lbs
Carrying 50-100 lbs
Carrying over 100 lbs
Grasping/repetitive sustained
Continuous 66% of the day
Fine motor coordination
Continuous 66% of the day
Vision: Near/Far/Color
Continuous 66% of the day
Hearing: ordinary conversation/other
Continuous 66% of the day
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation or protected veteran status. The organization is an EEO/AA Employer Disability/Vet.
The organization will provide reasonable accommodations to employees or applicants with disabilities, as defined by the Americans with Disabilities Act, who are otherwise qualified to safely perform the essential functions of the job, with or without accommodation, unless such accommodation would constitute an undue hardship on the organization or poses a direct threat to the health and safety of the individual or others that cannot be sufficiently mitigated by reasonable accommodation. Any applicant or employee who requires an accommodation to perform the essential functions of his or her job or to enjoy equal benefits and privileges of employment should notify the Aultman Human Resource Department and request such an accommodation.