Job Description

Top Healthcare Provider Network

The 61st Street Service Corporation, provides administrative and clinical support staff for ColumbiaDoctors This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors’ practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

The Practice Associate IV is an experienced professional with exceptional medical practice support skills supporting the front desk and scheduling operations in the Department of Psychiatry. This position is a team lead who works with minimal supervision and supports peers with expertise, organizational knowledge, and guidance in support of the day-to-day operations and continuous improvement in the Department of Psychiatry.

The Practice Associate IV is part of a team that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication.

Job Responsibilities:

• Support the Supervisor/Manager in coordination of day-to-day front desk and scheduling operations.
• Serve as a first point of escalation for escalated cases or front desk issues. 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.
• Lead a collaborative team-oriented environment. Facilitate team discussions about complex patient scheduling needs. Help identify solutions and take ownership for resolving scheduling conflicts. Communicate with management team and care providers to resolve scheduling issues. Collaborate with all coworkers and follow up as appropriate regarding reported complaints, problems, and concerns.
• Coordinate onboarding and training for new hires. Provide educational sessions to train new staff in front-end processes and best practices. Assign trainers/trainees and monitor progress, keeping management informed of progress.
• Conduct audits to identify training gaps and monitor established service standards. Make recommendations for remediation. Track compliance, education, and training requirements of the unit.
• Manage staff schedules/calendar as directed by Supervisor/Manager. Ensure proper coverage for all assigned workflows. Track attendance as directed.
• Collaborate with Supervisor/Manager on special projects as needed, including continuous improvement initiatives. Identify opportunities for process improvements and make recommendations.
• May manage a program or projects, as assigned by Supervisor/Manager. Follow through on projects, reports, and tasks, follow up as needed to ensure successful completion, and inform providers and managers of critical situations or changes.
• Provide administrative support to Administrative Coordinators or providers as needed. May support medication refill requests or prescription monitoring under supervision of Manager.
• Ensure that all work queues, in-basket items, portal messages, and patient inquiries are responded to. Monitor volume, response time, and quality measures as appropriate.
• Conduct pre-registration, check-in, check-out, appointments, and other related tasks as requested by the provider promptly and accurately.
• Obtain all required registration and intake information from patients; verify and/or update any new insurance or other information in Epic; obtain prior authorizations and referrals for visits and tests and verify eligibility for services; accurately indicate arrivals, no-shows, reschedules, and provider cancellations in Epic.
• Manage and review providers’ schedules to ensure all authorizations and pre-certifications for office visits and procedures are obtained.
• May 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.
• Coordinate and schedule appointments, procedures, and other specialty services/clinical testing as requested. Prepare requisitions as needed.
• Organize procedure requests and schedule in Epic. Obtain all required authorizations, coordinate/schedule testing as ordered by providers, obtain all necessary documentation and all related tasks to successfully complete pre-procedure activities.
• Schedule post-procedure and other follow-up appointments and other related tests as requested. Obtain prior authorizations and referrals for follow-up care as needed by insurance plan.
• Assist with coordination of care to other specialties and appointments.
• Verify patient insurance eligibility and benefits as needed. Communicate insurance participation, financial responsibility (if applicable), and time of service policy to patient population. Escalate cases for resolution as appropriate. Help identify trends.
• Discuss fees with new patients as needed.
• Conduct all pre-determination, authorization, and pre-certification.
• Review the daily and weekly schedule frequently. Proactively resolve issues discovered in the review with limited involvement of the patient.
• Perform other related duties as assigned.

Job Qualifications:

• Associate degree is required. May be substituted with 2 years of relevant experience.
• A minimum of 5 years’ relevant experience. Must include experience in a medical office environment.
• Advanced knowledge of/proficiency with medical terminology.
• Advanced proficiency with and/or understanding of medical billing and up-to-date insurance eligibility.
• Advanced proficiency with surgical/procedural scheduling processes.
• Excellent team collaboration, mentorship, and leadership skills including, but not limited to, emotional intelligence, interpersonal and communication skills, empathy, and ability to lead others through new and changing situations.
• Strong service orientation, including interpersonal and communication skills, emotional intelligence, and ability to deliver consistent exceptional service while demonstrating tact, respect and sensitivity. Ability to effectively apply and assist others in learning de-escalation strategies and techniques.
• Advanced organizational and problem-solving skills, including the ability to prioritize, multitask, and manage complex cases. Ability to work independently with consistent follow-through.
• Excellent relationship management skills including, but not limited to, emotional intelligence, interpersonal skills, empathy, and ability to handle situations with respect, tact, and sensitivity.
• Strong proficiency with Microsoft Office (Word and Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Experience in Psychiatry strongly preferred.
• Experience in Epic preferred.
• Experience delivering training preferred.
• Bilingual English/Spanish a plus, but not required.

Hourly Rate Ranges: $29.58 - $39.72

Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training and education.

61st Street Service Corporation

At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.

We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.