Job Description

Provides support to the staff including secretarial duties, patient scheduling, insurance verification and organization of the department. Performs various related functions for the department while functioning as the focus of communication in the department.

Essential Functions and Responsibilities

Technical Excellence

1. Thinks critically; utilizes sound judgment; promptly reports potential risks.

2. Maintains state of art knowledge of area of specialty, healthcare trends and practice, and populations served.

3. Maintains a level of computer literacy appropriate to their role.

4. Meets and maintains current all unit specific and organizational skills/competencies, certifications/licensures, as required.

5. Completes hospital-required reviews, e.g. HIPAA, safety, health screening,

care concerns, and others as assigned.

6. Adheres to National Patient Safety Goals.

Job Class Specifics-Behavioral Health

1. Maintains current Child Abuse Clearance, PA Criminal Background check, and FBI fingerprinting requirements along with required trainings.

2. Readily adapts to changes in workload by performing other duties as assigned. Prioritizes work.

3. Receives, places and transfers telephone calls using appropriate telephone etiquette while promoting positive customer service.

4. Assists in orientation of all new staff to unit, demonstrated by being friendly and encouraging, sharing knowledge and skills and being willing to participate in orientation.

5. Plans and organizes own assignments to allow for time for inservices, unit conference and committee meetings.

6. Maintains appropriate quantity of forms, materials, and supplies.

7. Accurately records/enters information as required (i.e., patient charges).

8. Initiates, assembles and maintains charts for all patients in the outpatient clinic.

9. Contacts other hospital or care facilities and arranges for patient records to be faxed or mailed per doctor's request as needed. Ensures releases of information are obtained.

10. Transcribes patient-related correspondence and distributes promptly.

11. Performs insurance re-authorizations as indicated and tracks number of visits in an accurate, timely manner.

12. Schedules intakes and therapy appointments for all mental health professionals and physicians in the Outpatient Clinic according to customer and payer requirements.

13. Schedules appointments for patients with other community providers as indicated; demonstrates knowledge of the community behavioral health system and level of care continuum.

14. Ensures that appropriate screening tools and forms are administered to incoming new patients (i.e., depression scales, etc.) and records results in the record.

Job Class Specifics-Neurophysiology Lab

1. Knows and follows policies and procedures regarding patient safety and prevention of injury as applicable in area; uses sound judgment and awareness of potential hazards before taking action; promptly reports errors/events or situations of actual, or potential, event or harm to the manager.

2. Demonstrates the ability to put people at ease.

3. Consistently takes ownership of customer problems and follows through to close the loop with the customer.

4. Demonstrates the ability to actively listen to customers.

5. Maintains the ability to communicate honestly with each customer and other team members.

6. Supports philosophy, goals and objectives of the Neurophysiology Department and the Hospital.

7. Familiar with duties and performs them accurately recognizing their importance and relationship to patient care.

8. Receives, places and transfers telephone calls using appropriate telephone etiquette; uses voice mail as appropriate.

9. Receives, greets and directs patients, visitors and hospital personnel in a friendly manner.

10. Assists with orientation of new staff to department.

11. Knows and follows organizational structure.

12. Listens actively to complaints without being defensive and follows through to make things right.

13. Is receptive and implements suggestions for improving quality of procedures using LEAN concepts.

14. Develops a minimum of 1 Opportunity for Improvement per quarter.

15. Uses Hospital and Departmental Policy and Procedure manuals and other reference materials as necessary to assure proper course of action.

16. Demonstrates the ability to listen patiently and respond to customer’s needs. Follows through when needs are not met.

17. Demonstrates the ability to be pro-active when interacting with customers to provide satisfaction.

18. Demonstrates a positive, open-minded, can-do attitude. Represents a team perspective and a willingness/enthusiasm to embrace and facilitate change.

19. Performs and completes assignments; provides consistent quality of work with minimal supervision. Seeks guidance when necessary.

20. Adapts to changes in workload.

21. Plans and organizes assignments to allow time for in-services.

22. Updates employee timecards in Kronos in the Director's absence.

23. Inventories and orders office supplies.

24. Drafts and types letters to insurance companies when required. Prepares error free materials.

25. Calls insurance companies or accesses internet site to verify procedure coverage and need for precertification, authorization. Verifies insurance benefits and co-shares. Documents information in meditech.

26. Schedules EEG/EMG appointments.

27. Obtains required patient information from doctor's offices prior to scheduling sleep studies.

28. Schedules sleep studies. Discusses information regarding testing procedure.

29. Completes Clinical review process and verifies that all necessary information including order, H&P and any referral that is needed are in the chart prior to the test being done.

30. Completes duties of Receptionist in her absence.

31. Notifies doctor's offices when patients cancel appointments. Notifies Manager of patients who chronically cancel appointments (three cancelations).

32. Notifies manager of any order over two weeks old and not scheduled appointment (or patients who have been called three times and have not scheduled appointment. Notifies referring physician as well.

33. Demonstrates the ability to service each customer, either in person or by phone, in a way to promote a positive image, including the use of interpreters when appropriate (i.e., contacting Social Services or Language Line).

34. Attends 100% of staff meetings except when on vacation or sick leave.

35. Other duties as assigned.

Qualifications and Standards

Education: A. Formal Education and Training--Graduate of a professional secretarial program or equivalent experience required. Satisfactory completion of a medical terminology course preferred.

B. Informal or Continuing Education--Evidence of participation in educational programs to update and maintain knowledge and skills.

Experience (Behavioral Health): Experience applying customer service behaviors and communication skills required. Three years experience in a fast paced physician office environment required; experience in a behavioral health setting preferred; knowledge of Microsoft Word and Excel preferred; evidence of excellent customer service skills required.

Experience (Neurophysiology Lab): Experience applying customer service behaviors and communication skills required. Three years experience in a busy office, health care setting preferred; typing skills of 60 words per minute; proficiency in word processing required; knowledge of spreadsheets preferred.

Certifications/Licensure (Behavioral Health): CPR certification, Non-Violent Crisis Intervention (NCI) certification required or must achieve within 6 months of hire, PA Child Abuse Clearances, Criminal Background check, and FBI fingerprinting required.

Certifications/Licensure (Neurophysiology Lab): None