Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health’s 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

SUMMARY

Under direct supervision, provides support within a clinical department with primary responsibility
for phone coverage and outreach calls, scheduling for the department, greeting patients and
monitoring the waiting room, handling the check-out process including follow-up appointment
scheduling. Delivers excellent customer service and strengthens the patient/clinician relationship.
Works to improve clinical operations through coordination of contact between team clinicians,
patients and, when needed, referrals outside the unit.

Scheduling:

• Books appointments in-person and in MyHealth and relays messages as appropriate. Also handles appointments via phone as needed when calls are directed to the department.
• Runs reports from automated appointment confirmation system. Confirms appointments via reminder calls and follows through on cancellations. Reconciles system information with the electronic medical record (EMR) as needed.
• Completes paperwork to obtain information needed for upcoming appointments from outside doctors, hospitals, health or social service agencies, and insurance agencies.
• Makes outreach to patients regarding referrals, scheduling appointments, processing paperwork, and obtaining authorization numbers.
• May develop, edit, or monitor provider appointment templates.
• Actively involved in MyHealth enrollment by encouraging patients to sign up to MyHealth Online.
• In a pediatric department, reconciles system information with the EMR as needed.
• Makes outreach to patients to reschedule appointments when the provider will not be available

Greeting patients/Monitoring waiting room:

• Informs patients on-site if a physician is running late.
• Actively monitors waiting rooms and verifies patient check-ins and kiosks.
• Verifies and updates patient medical information in the EMR, such as confirming demographic information and ensuring the EMR patient data is accurate and up to date.
• May confirm medications, allergies and chief medical complaints following all HIPPA compliance guidelines

Check-out process:

• As part of check-out process, schedules appointments for patients present in the practice needing a follow-up appointment made. When scheduling, may need to process referrals and communicate with other departments.
• May assist with the checkout function, including distributing the After Visit Summary (AVS) and appropriately booking follow up appointments per department guidelines.

General administrative:

• Sorts and distributes clinician mail and faxes (may be paper or electronic).
• Assists with basic data collection activities for statistical reports or required studies. Ensures data is properly collected and accurate.
• Generates standard correspondence such as letters regarding normal test results or missed appointments.
• Ensures printed documents are up-to-date for the department (intake forms and phone number sheets).
• Handles patients and third-party requests (e.g., worker’s compensation, government and social service agencies) for documentation of medical information, such as health status, worker’s compensation related care, and return to work authorizations.
• Completes forms (paper or online) requested by patients including FMLA, Durable Medical
  Equipment (DME), Patient Transportation (PT-1), and disability forms.
• Obtains prior authorization (e.g. outside imaging, medications, insurance).
• In departments not utilizing Prescription Renewal Coordinators, submits prescription renewals.

Customer Service:

• Answers interdepartmental calls following emergency and department protocols and expediting patient questions.
• Makes outreach calls on behalf of the clinicians as needed.
• Provides compassionate front-line customer service and actively works to resolve patient concerns.
• For departments not handled through centralized call centers, screens all incoming patient inquiries

Other:

• Participates in care improvement activities as appropriate, such as Rapid Improvement Events (RIEs), Value Stream Analyses (VSAs), and Managing of Daily Improvements (MDIs).
• Escorts patients to other areas within the practice as needed.
• Participates in special projects and ongoing programs unique to the department.
• May be involved in rollout and implementation of upgrades to the electronic medical record.
• May assist with orienting new staff. Provides back-up coverage for other support staff as necessary.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES
None

EDUCATION/LICENSES/CERTIFICATIONS

• High School diploma or equivalency certificate (e.g. GED, HiSET, TASC Test) from an accredited institution or governmental unit required or certification in medical office administration required.
• Associate's degree or graduate of certification in medical office administration program preferred.

EXPERIENCE

• Experience typically acquired though one year of experience in a clinical or customer service setting as determined by the department (a bachelor’s or associate degree may be substituted for experience).
• Computer experience required with the ability to use word processing and spreadsheet programs. Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience required.

SKILLS
Able to communicate in a professional and appropriate manner. Strong interpersonal, customer
service, time management, and organizational skills required.

Benefits Include:

• Up to 8% company retirement contribution,
• Generous Paid Time Off
• 10 paid holidays,
• Paid professional development,
• Generous health and welfare benefit package.

Atrius Health is an equal opportunity/affirmative action employer and does not discriminate in recruiting, hiring, training, promoting or any other employment practices on the basis of race, color, religion, sex, marital status, age, sexual orientation, gender identity, national origin, military service or application for military service, veteran or disability status.

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA);Equal Employment Opportunity (EEO); and Employee Polygraph Protection Act (EPPA).

VEVRAA Federal Contractor

Request Priority Protected Veteran & Disabled Referrals for all of our locations within the state