Medical Office Rep II

Job Summary And ResponsibilitiesAs a Medical Office Representative II at our Dignity Health Medical Foundation clinics, now part of CommonSpirit Health, you’ll be the first to greet and prove excellent customer service to our patients, physicians and other visitors. You will be the primary phone contact for incoming calls to the clinic and effectively communicate and distribute all messages.Your success in this role comes from your enthusiasm to help others, work efficiently, and your empathy for our patients. This is the perfect opportunity if you are interested in growing your career in healthcare.Some Of Your Daily Activities Will IncludeConsistently makes eye contact and smiles. Collecting and updating demographics and insurance information Verification of health plan eligibility Taking complete and accurate messages Scheduling mutually acceptable appointment times utilizing an electronic practice management system Performing other clerical duties as needed and requested to support daily clinic operation goals, bench marks, and quality patient care initiatives per departmental guidelinesConsistently demonstrates customer service expectations as outlined in the Dignity Health Medical Foundation audit tools.Demonstrates active listening with positive can do attitude.Consistently respectful, concerned, and shows empathy.Uses scripted greeting. "Thank you for choosing Mercy Medical Group this is (your name) how can I help you"Uses scripted closing at every interaction. "Is there anything else I can do for you" Over the phone and as patients leave the clinic.Consistently and proactively greets patients when within 3 feet of them.Engages in professional business related conversations in patient areas and avoids personal conversations where patients may hear them.Consistently states first name and wears name badge above the waist.Keeps patient informed about appointment delays and offers solutions every 10 minutes.Consistently demonstrates competence as outlined in the applicable Dignity Health Medical Foundation audit tools and job description.Meets or exceeds telephone performance expectations consistently byVerifies and updates, patient demographics and insurance information.Takes legible, clear, complete, and accurate messages per specific expectations outlined by applicable procedures and department supervisor.Accurately and timely schedules acceptable appointments / procedures per patient expectations and as outlined by department Supervisor.Accurately completes and documents ROI, HIPAA, and other forms.Retrieves and prepares patient medical information as needed.Routes, manages, prioritizes, and completes tasks every hour or per specific expectations as outlined by department supervisor.Routes appropriate tasks when applicable to the proper individual or group per specific expectations as outlined by department Supervisor.Accurate collection / data entry of payments and provides a receipt.Enters referrals and authorizations within 24 hours of receiving them.Follows up every day on all active and pending referrals and authorizations.Keeps patients informed of the status of their referral or authorization.Accurately within 24 hrs. schedules tests or procedures and provides patients with any preparation instructions needed.The Medical Office Representative II may also be asked to perform other clerical duties as needed and requested to support daily clinic operation goals, bench marks, and quality patient care initiatives per departmental guidelines.Self initiative to identify opportunities and participate in improving physician efficiencies.Proactively involves others as appropriate in planning and prioritizing work.Quickly seeks assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something.Consistently keeps self informed and prepared for any situation.Quickly returns calls and responds to requests. Urgents within 1 hour, non urgents by end of the day if received by 4:30 and before noon the next day if received after 4:30.When issues arise they are taken care of on the spot ASAP.Participates in and supports team and department based meetings and projects.Problem solves to maximize opportunities and minimize unnecessary steps.Keeps work spaces and all patient areas clean and clutter free.Maintains professional appearance and follows all dress code guidelines.Flexible to change work hours/days, and floats to support others.Utilizes and maintains equipment properly to minimize repair and service calls, maximize equipment longevity, and increase cost effectiveness.Orders only necessary items, maintains PAR levels, and shares supplies to eliminate unnecessary spending.Utilizes work time efficiently through proper time management.Adheres to time and attendance policies and procedures.Promptly refers patients to billing office for extensive billing questions.Documents insurance cards, referrals, auths and other billing data.Encourages feedback from patients and co-workers.Seeks alternative ways of doing things quicker with less resources.Asks questions.Reports items that require attention.Shares ideas and gives feedback.Initiates and offers ideas and solutions when problems arise.Can verbalize fire and disaster plan.Meets all OSHA standards.Attends all required training as scheduled.Knows how to utilize incident reporting system and compliance hot line.Adheres to all patient confidentiality requirements.Job RequirementsRequiredHigh School Graduate General Studies, upon hire orHigh School GED General Studies, upon hire andSix (6) months experience in an outpatient setting as a Medical Office Representative oran equivalent amount of experience in a high-volume customer service role in another industry/environment or6 months experience as a Phone Receptionist or Health Information Associate within Dignity Health Medical Foundation andPrior experience in obtaining pre authorizations, retro authorizations and working up denials is an essential part of this position andNone, upon hirePreferredExperience with multi-line phones/ACD phonesThis position is represented by SEIU United Healthcare WorkerWhere You'll WorkDignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.Dignity Health Advanced Imaging, a service of Dignity Health Medical Foundation, provides cutting-edge diagnostic imaging services at 23 locations across Redding, Santa Cruz, Sacramento, Woodland. Our team of 160 staff members work with our specialty trained and board certified radiologists to provide high quality care to our patients. The locations perform more than 175,000 exams annually with the goal of providing top quality imaging, compassionate care, and timely service with a smile.One Community. One Mission. One California Pay Range$24.75 - $28.10 /hour