Wanda Rosario

Essential Duties

· Greet patients and visitors using excellent customer service skills and appropriate verbal and written communication skills that emphasize a patient-center approach.Apply same interaction style when communicating with visitors, providers, and other health care workers in the organization.

· Review the daily and weekly schedule frequently to ensure accuracy of the visit provider, appointment duration, patient insurance participation status with the visit provider, visit reason, and visit type. Proactively resolve issues discovered in the review with limited involvement of the patient.

· Obtain all required registration and intake information from patients necessary for an efficient check-in and out process; verify and/or update any new insurance eligibility, benefits, or other information prior to the start of the patient appointment in the electronic health record (EHR); accurately indicate arrivals, cancellations, and no-shows in the EHR.

· Schedule follow-up appointments, referrals, and other related tests as requested by the provider in a timely and accurate manner. Obtain prior authorizations and referrals for follow up care as needed by insurance plan.

· Answer patient telephone calls promptly and attempt to resolve patient inquiries within the same phone call. Responds to patient portal messages and patient voicemail within 24 business hours.

· Collect all time-of-service and past due payments prior to the start of the appointment. Settle cash drawer in the EHR on a daily basis. Ensures compliance with cash handling protocols. Provides guidance to other Associates regarding compliance.

· Educate patients on benefits on using patient portal and assist patient to sign up for patient portal.

· Provide general administrative support to physicians and manager, as assigned.

· Keep current on all organizational and practice policies (e.g. infection control, HIPAA), goals, initiatives, and required trainings.

· Successfully complete all required Service Corp and Department trainings.

· Maintain patient privacy and confidentiality according to HIPAA requirements at all times.

· The employee must conform to all applicable HIPAA, Billing compliance, and safety guidelines & trainings.

• Performs other related duties as assigned based on operational needs and/or within professional scope of practice/training/education.

Advanced Administrative Support

· Serves as a first point of escalation for complex cases or scheduling issues. Applies organizational knowledge, experience, and critical thinking skills to determine resolution and/or escalate as appropriate.

· May rotate to other sites and serve as Team Lead and/or Preceptor. May supervise tasks and determine resolution and/or escalate as appropriate.

· Serves as a point person for specific group of providers and provides cross coverage as operational needs dictate. E.g. administrative and project support, maintains unit related policies, procedures, and systems which ensures productive and efficient administrative operations, and improvement of the unit's workflow.

· Assists Supervisor/Manager with special projects as needed. Uses data and system reports to identify trends, troubleshoot and resolve issues. May supervise specific tasks as determined by Manager/Supervisor.

· Provides educational sessions to train new staff in front-end process in an efficient and effective manner to insure that front-end processes, functions and goals are understood and met. Tracks compliance, education and training requirements of the unit.

• Responsible for coordinating all activities related to the orderly operation of a multi-divisional practice
• Provide oversite of Front-Desk Staff
• Assist in the training of new personnel
• Coordinate staff schedules and front desk coverage
• Conduct staff evaluation in collaboration with the HIP 5 Practice Mangers
• Make bank deposits
• Provide oversite to the front desk receptionist staff while working with them to check in and check out patients
• Arrive patients in EPIC and accurately update demographic and insurance information
• Assist five departments with check-in procedures by managing weekly report
• Acknowledge scheduled patients upon arrival and distribute necessary forms for patient completion, assist with any questions and schedule appointments if necessary
• Ensure appropriate patients have referral and/or authorization
• Scan, register, and link referrals accordingly
• Scan and maintain patient charts and related documents/information as needed
• Collect/post time of service and past due balances from patients
• Reconcile payments collected and maintain log-sheet daily
• Perform other related duties as assignments

• Answered high volume phone in a pleasant/responsive manner and directed all calls appropriately
• Provided support and back up to practice manager for certain administrative responsibilities
• Coordinated surgical and outpatient practice
• Maintained academic calendar including coordination of research departmental meetings and provided administrative support as needed
• Followed all front-end processes including demographic collection, insurance verification and other protocols as mandated by Columbia Doctors policies
• Ensured proper referrals and/or prior authorizations are in place for office appointments, radiology, and surgery as needed.
• Mailed new patient packet/paperwork to all patients prior to their appointment and ensured to collect and scan before the day of visit or on the day of visit
• Provided all check out functions including any ancillary testing required and surgical scheduling with appropriate testing
• Filed and scanned chart notes and other medical information in appropriate folder within IDX/EPIC
• Ensured that all patient visits billing documentation that is submitted to the billing department, including but not limited to all relevant and accurate patient demographic and insurance information
• Worked within Experian to ensure all patient insurance information is verified and entered into IDX appropriately
• Work closely with nursing team to ensure that all preoperative clearance and paperwork is obtained and scanned into CROWN/EPIC prior to surgery
• Faxed consult, office visit, operative, pathology and post op reports to referring MDs
• Completed special projects as request by Divisional Administrator and or Practice Manager as needed
• Ensured patient centered care by demonstrating behaviors that reflect a Culture of Service and will strive to meet the expectations of the 'Seven Competencies'/ The seven competencies for a 'WOW' experience
• Conformed to all applicable HIPPA, Billing Compliance and Safety Guidelines

• Arrived patients in IDX and accurately update demographic and insurance information
• Assisted five departments with check-in procedures by managing weekly report
• Acknowledged scheduled patients upon arrival and distribute necessary forms for patient completion, assist with any questions and schedule appointments if necessary
• Ensured appropriate patients have referral and/or authorization
• Scanned, registered, and linked referrals accordingly
• Updated, maintained, and monitored CROWN toolbar
• Scanned and maintained patient charts and related documents/information as needed
• Collected/post time of service and past due balances from patients
• Reconciled payments collected and maintain log-sheet daily
• Performed other related duties as assignments