Nativelisse Maldonado

Patient Services: Provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters

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Greets and accurately registers patients in EMR system verifying essential billing and demographic information

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Coordinates scheduling of patient appointments (phone and in-person requests) accurately and efficiently

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Coordinates the scheduling of more complex patient appointments, tests and classes

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Instructs the patient on pre- and post-procedure protocols (i.e. weight loss classes, diabetes prevention program, insulin pump classes, sensor start classes etc.)

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Answers multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately

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Distributes communications accurately, based on practice protocol

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Includes faxes, emails

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Resolves a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice supervisor/manager or a clinical staff member, as appropriate

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Schedules future appointments and requisitions

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May coordinate with departments as needed/appropriate

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Notifies patient care area when patient has arrived and is ready to be seen

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Attends to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays

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Accurately identifies type of insurance from card, understands different types of payers, and verifies eligibility if necessary

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Updates insurance, financial responsibility and other data when changes or additions occur and communicates to patient as appropriate

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Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third-party payor requirements

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May educate patients, staff and providers regarding prior authorization requirements, payer coverage, eligibility guidelines, documentation requirements, and insurance changes or trends

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Billing Services: Ensures entry at time of service of billing information on the patient and payer and accurate follow-up on missing information

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Reviews encounter forms for accuracy and completeness, checks with physician for missing information

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Enters patient charges into the EMR system according to established policies and procedures

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Batches encounter forms and balances charges

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Medical Record Services: Upholds standards of the practice and of the medical group for accurate and timely medical records

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Releases information from records, only according to corporate policies and procedures

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Ensures the availability of properly prepared patient medical records, daily schedules and related forms

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Maintains medical record including loose filing and re-filing of charts daily

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Pull and prepares charts for appointments

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Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area

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Referral Orders: Reviews work queues to identify unscheduled ordered services and connects with the patient to schedule the appropriate services per timeline set by department protocols

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Responsible for providing provider referrals to patients based on the ordered medical service and patient’s preferences

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It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent

• Prepare and check timesheets for billing, ensuring timesheets are billable.
• Conduct insurance verification checks twice a month and communicate changes to client and PCWs.
• Submit Forward Health claims for personal care services and supervisory visits.
• Keep track record claim hours billed on pertaining platforms.
• Work on reconciliation of billing records to ensure accuracy.
• Work on the billing portion of the remittance report.

• Supervise front desk staff and ensure that they provide excellent customer service
• Respond to guests' inquiries and requests in a timely and professional manner
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests
• Manage reservations and room availability
• Ensure accuracy of billing and payment processes
• Monitor and review guest feedback
• Resolve customer complaints
• Train and coach front desk staff
• Monitor staff performance and provide feedback
• Maintain a clean and organized front desk area

• Supervise front desk staff and ensure that they provide excellent customer service
• Respond to guests' inquiries and requests in a timely and professional manner
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests
• Manage reservations and room availability
• Ensure accuracy of billing and payment processes
• Monitor and review guest feedback
• Resolve customer complaints
• Train and coach front desk staff
• Monitor staff performance and provide feedback
• Maintain a clean and organized front desk area

• Assisting clients with care such as grooming, washing and maintaining personal hygiene standards
• Preparing and serving healthy, nutritious meals, taking into account any special dietary needs and personal preferences
• Identifying activities that would appeal to the patients and ensuring that they are suitably stimulated
• Preparing food and drinks for patients
• Contributing to a clean, well-organized and pleasant environment for all patients
• Performing light housekeeping duties
• Lifting, moving, positioning and transporting clients
• Providing social companionship
• Ensuring clients take their prescribed medication on time
• Assisting with physical therapy exercises
• Escorting clients to and from appointments
• Taking clients’ temperatures, pulse and weight
• Following care plans created by medical staff
• Running errands for clients or accompanying them on errands
• Reporting any changes in health or behavior

• Assisting clients with care such as grooming, washing and maintaining personal hygiene standards
• Preparing and serving healthy, nutritious meals, taking into account any special dietary needs and personal preferences
• Identifying activities that would appeal to the patients and ensuring that they are suitably stimulated
• Preparing food and drinks for patients
• Contributing to a clean, well-organized and pleasant environment for all patients
• Performing light housekeeping duties
• Lifting, moving, positioning and transporting clients
• Providing social companionship
• Ensuring clients take their prescribed medication on time
• Assisting with physical therapy exercises
• Escorting clients to and from appointments
• Taking clients’ temperatures, pulse and weight
• Following care plans created by medical staff
• Running errands for clients or accompanying them on errands
• Reporting any changes in health or behavior