Front Office Assistant III

DUTIES:

Front Office Assistant I/II/III The Front Office Assistant for the Outpatient Treatment Center team of Hoag Hospital and its affiliates (the "Organization") perform a variety of clerical duties and front office operations in support of the patient care activities, ensuring even patient flow and continuous communication within the Infusion Center, referring physician offices, and organizational staff. The Front Office Assistant displays and practices a workstyle that reflects the mission, vision and values of the Outpatient Treatment Center, as well as the Organization. Participates in the continuous quality improvement process. Maintains a working knowledge of departmental standard operating procedures, including the use of specialized instrumentation, Quality Control requirements, and preventive maintenance. Front Office Assistant I: Facilitates the registration and scheduling process for patients presenting to the Outpatient Treatment Center: Greets visitors promptly and courteously, using eye contact upon their arrival in the Outpatient Treatment Center. Answers phones and assists walk in patients, consistently providing timely and accurate information to patients, physicians, Organization personnel, and public sector to achieve the highest possible level of satisfaction. Collects initial demographic and clinical patient information and enters it into the medical record. Compiles charts for new patients and prepares charts for the next day. Supports administrative functions for the Outpatient Infusion Center as requested. Front Office Assistant II: In addition to the above, the Front Office Assistant II will: Acts as a resource and provides guidance to new employees, offering assistance and direction to less experienced team members. Aids in maintaining appropriate supply levels of printed materials for the Infusion Center, replenishing stock as needed. Maintains appropriate supply levels of forms required for clinical use. Registers patients, creates appointments on the EPIC schedule, placing calls to patients who need appointment notification or reminders, including time, date and address/directions for the Infusion Center. Schedules new patients and obtains all required documentation needed for treatment. Interfaces with Clinical Trials Department to schedule research patients and follow-up appointments. Prints and distributes daily Nursing schedules. Scans documents into EPIC to provide a complete medical record. Organizes necessary documentation from multiple sources, collates documents and interfaces with HIMS Department to compile complete Oncology documentation into EPIC. Actively maintains quality checklists by determining if key department metrics are satisfied. Actively participates in departmental committees and provides information to physicians and other committee members on key department metrics, as requested. Ensures Front Office equipment functions properly, placing services calls when required. Performs other duties as assigned. Front Office Assistant III: In addition to the above, the Front Office Assistant III will: Respond appropriately to inquiries and complaints. Can troubleshoot and problem solve independently as situations occur. Completes patient pre admission information prior to day of treatment. Refers to support service as requested by Nursing. Closes charts in Affinity System ensuring that process is done in a timely manner. Assures all patient charges are collected at end of day. Scans physician, nursing and Infusion therapy documents into EPIC System to provide a complete medical record. Performs other duties as assigned.

SKILLS:

Front Office Assistant I: Basic keyboarding skills at 35 WPM. Basic knowledge of Microsoft Office Suite, including Outlook, Word and Excel. Excellent communication skills; customer focused; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills; able to work in a team environment. Front Office Assistant II: In addition to the above, the Front Office Assistant II will have: Proven ability to interface with all customer levels (physicians, Organizational staff, insurance companies, patients and family members). Basic knowledge of medical terminology. Front Office Assistant III: In addition to the above, the Front Office Assistant III will have: Working knowledge of medical terminology, plus full understanding of medical insurance procedures.

EDUCATION & EXPERIENCE:

Front Office Assistant I: High School Diploma or equivalent. Minimum one (1) year clerical experience, including filing, use of calculator and basic telephone skills. Front Office Assistant II: In addition to the above, the Front Office Assistant II will have: Minimum one (1) year medical front office experience, preferably within an acute healthcare system environment. Front Office Assistant III: In addition to the above, the Front Office Assistant III will have: Minimum two (2) years medical front office experience, preferably within an acute healthcare system environment.