Associate

Columbia Primary Care New York, New York
insurance patient portal health patients customer service primary care calls administrative team written written communication communication communication skills
November 23, 2022
Columbia Primary Care
New York, New York
FULL_TIME

Job Summary :


The Practice Associate II (FPO Primary Care) is responsible for ensuring an exceptional patient experience during patient arrival, patient departure, patient phone calls to the practice, and through patient portal interactions relating to registration and appointment scheduling as well as other administrative inquiries.


The Practice Associate II is part of a team that delivers an exceptional patient experience through kindness, inclusion, integrity, accountability, and excellence.


SUMMARY OF RESPONSIBILITIES :


Essential Duties



Greet patients and visitors using excellent customer service skills and appropriate verbal and written communication skills that emphasize a patient-center approach and demonstrate the primary care core values.



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.


Complies with department cash handling protocols.



  • 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.

  • May rotate to other sites as needed.


Compliance and Other Duties



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

  • Ensure that Department standard operating procedures are followed.

  • Successfully complete all required Service Corp and Department trainings.

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


Minimum Qualifications



  • High school diploma or equivalency is required.

  • A minimum of 3 years’ relevant experience or a combination of certifications, coursework and experience.

  • Candidate must demonstrate strong customer service orientation and the ability to deliver consistent exceptional service while demonstrating tact, respect and sensitivity.

  • Candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.

  • Ability to participate as a member of a team, including demonstrating reliability, punctuality, professionalism, respect and adaptability to new and changing situations.

  • Ability to work independently and follow-through and handle multiple tasks simultaneously.

  • Candidate must demonstrate excellent verbal and written communication skills.

  • Ability to work collaboratively with a culturally diverse staff and patient / family population demonstrating tact and sensitivity in stressful situations.

  • Working proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.

  • Must be a motivated individual with a positive mindset and exceptional work ethic.



Preferred Qualifications



  • Prior experience in EPIC is preferred.

  • Prior experience in EHR is preferred.

  • Prior experience in Training is preferred.

  • Prior experience in a medical office setting is preferred.

  • Bilingual English / Spanish a plus, but not required.


Additional Job Information


Job Type : Full-time


Pay : $47,000.00 - $50,000.00 per year


Benefits :
  • 401(k)

  • 401(k)

  • Dental insurance

  • Flexible spending account

  • Health insurance

  • Health savings account

  • Paid time off

  • Tuition reimbursement

  • Vision insurance


  • Schedule :



    8 hour shift



    Education :



    High school or equivalent (Required)



    Experience :



    Customer Service : 1 year (Preferred)



    Work Location : One location


    Last updated : 2022-11-23


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