Location:  Malden

Work Days: Includes various shifts including evening and Saturdays

Category: Clerical and Administrative Support

Department:  Malden Family Health

Job Type: Temporary

Work Shift: Various Shifts 

Hours/Week: 40.00 

Are you starting out in healthcare or looking for a career change? If you are looking to make a difference CHA’s temporary staffing department may have a role for you. We offer flexible schedules, varied assignments, competitive pay, and health insurance. Come join an organization where your contribution is valued and continuous learning is part of your day.

Summary:
Performs a wide range of administrative and support functions for the department. Acts as the link between the health provider, the patient, and other Alliance departments, outside service agencies and consulting providers. Serves as a primary point of contact for patients and visitors in an outpatient unit and provides excellent customer service through clear communication. 

Responsibilities:

Appointment Scheduling Component 

1. Follows CHA appointment scheduling policies and protocols 

2. Follows special scheduling guidelines such as scheduling for procedures 

3. Schedules new and follow-up appointments for patients within an appropriate time frame. 

4. Collects complete appointment information to identify patient and reason for appointment

 5. Places reminder calls to patients as directed 

6. Notifies patients of schedule/appointment changes in a timely manner. 

7. Supports team based care with asynchronous activities including responding to Mychart and in basket messages within scope 

8. Monitors EPIC staff message in-basket as well as CHA email. 

9. Supports collection of medical records needed for new and established patient appointments 

Registration/Reception Component 

1. Follows CHA registration policies and protocols 

2. Completes computer registration thoroughly and accurately according to protocol. 

3. Prepares appropriately for computer downtime. 

4. Greets patients and visitors. Contributes to presenting the clinic/department in a positive manner. 

5. Checks in patient for appointment upon arrival and verifies insurance coverage

6. Attaches and verifies referrals for upcoming scheduled appointments in EMR

7. At registration, distributes appropriate screening forms and paperwork to patients

8. Routes patient billing questions to the appropriate department. 

9. Collects co-payments. Provides patients with accurate receipts and prepares co-payments for deposit. 

10. Assists patients with transportation needs. 

11. Monitors patients and visitors entering, waiting, and leaving the practice. Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.) Acts as liaison between patient and practice staff to ensure optimal flow and service delivery. 

12. Follows CHA policies and protocols to identify patients with an urgent condition who require a warm handoff to a nurse. 

13. Follow up on no show patients 

Telephone Reception Component 

1. Answers telephones promptly and courteously 

2. Clearly identifies proper name of site and self. 

3. Directs all calls to appropriate staff and contacts providers as needed utilizing established call routing guidelines 

4. Follows CHA policies and protocols to identify patients with an urgent condition who require a warm handoff to a nurse 

5. Manages incoming calls by determining urgency before placing on hold. 

6. Maintains patient confidentiality at all times. 

7. Takes messages accurately and thoroughly utilizing established intake directions and routing guidelines. 

Medical Records Component 

1. Completes Request of Information form accurately and completely. 

2. Scans clinical information into EMR following Health Information guidelines 

Quality/Care Team Responsibilities 

1. Participates in team-based care and panel management 

2. Performs patient inreach and outreach including but not limited to outreach phone calls, letters and appointment scheduling. 

3. Documents all patient encounters thoroughly and accurately in the patient's medical record. 

4. Faxes or scans orders and referrals 

General Responsibilities 

1. Utilizes assistance from Interpretive Services when requested/appropriate 

2. Documents appropriate patient interactions in the medical record (i.e. brief encounters). 

3. Demonstrates CHA service standards 

4. Distributes incoming correspondence, faxes and mail to appropriate person or department in a timely manner. 

5. Assists with workflow for patient forms and paperwork 

6. Assists patients with Mychart Activation 

7. Assures accuracy and confidentiality of patient information by adhering to established confidentiality policy 

8. Adheres to position descriptions, policies, protocols, CHA Service Standards, regulatory agencies and procedures related to professional practice. 

9. Demonstrates understanding of his/her role in emergency codes. 

10. Completes required training and annual competencies. 

11. Performs other related duties as assigned or directed. 

Organizational Duties and Responsibilities 

1. Is responsible for creating a respectful environment for our patients and ourselves. 

2. Demonstrates respect for differences in language, culture, race, religion, citizenship, gender, and sexual orientation and does not discriminate on the basis of income, insurance status, immigration status, or disability. 

3. Complies with the Alliance policy on confidentiality of information regarding patients, families and co-workers. 

4. Adheres to dress code; appearance is neat and clean. 

5. Completes annual educational requirements and in-service training as required. 

6. Wears identification while on duty. 

7. Reports to work as scheduled and ready to receive assignments; minimal unscheduled absences. 

8. Attends meetings and participates in committees as required. 

This job description is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not intended to be an exhaustive list of all responsibilities, duties and skills required of employees who hold this position. 

MINIMUM QUALIFICATIONS :

Other information:

Education/Training:High School Diploma; some college preferred 

Licensure:N/A 

Certifications:N/A 

Linguistic Capabilities:Knowledge of a second language preferred 

Work Experience:Preferably one-year experience, preferably in a medical setting 

Skills: 

●Excellent customer service skills and telephone etiquette 

●Demonstrates effective communication skills 

●Excellent organizational skills 

●Ability to work independently or in teams 

●Ability to multitask in a fast-paced environment 

●Knowledge of Medical Terminology preferred 

●EPIC experience preferred 

Physical Skills: 

●Sufficient mobility to negotiate physical plant layout 

●Strength and endurance to work continuously for 4-5 hours at a time 

●Ability to enter data into computer up to 5 continuous hours 

●Ability to carry, push or lift equipment up to 20 lbs 

●Ability to respond to appropriately urgent patient care needs 

Working Conditions and Physical Environment: 

●Fluorescent, incandescent and natural lighting. 

●High volume of patient traffic. 

●Close quartered and shared workspace. 

●Potential exposure to blood, blood products, body fluids, electrical and chemical hazards. 

In keeping with federal, state and local laws, Cambridge Health Alliance (CHA) policy forbids employees and associates to discriminate against anyone based on race, religion, color, gender, age, marital status, national origin, sexual orientation, gender identity, veteran status, disability or any other characteristic protected by law. We are committed to establishing and maintaining a workplace free of discrimination. We are fully committed to equal employment opportunity. We will not tolerate unlawful discrimination in the recruitment, hiring, termination, promotion, salary treatment or any other condition of employment or career development. Furthermore, we will not tolerate the use of discriminatory slurs, or other remarks, jokes or conduct, that in the judgment of CHA, encourage or permit an offensive or hostile work environment.