Clinical Secretary – Orthopaedics

Dartmouth-Hitchcock; Lebanon (NH); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

Paid time off

Retirement plans

Job summary

Dartmouth Health is seeking a Referral Coordination Specialist to manage referrals, schedule appointments, tests, and coordinate communication between patients, providers, and external specialists.

You will respond to patient calls, assist with forms, monitor queues, and ensure timely authorizations while delivering accurate information and maintaining high service standards.

Qualifications

• High school graduate or equivalent with 1 year experience in provider office.
• Knowledge of insurance benefit programs and medical terminology.
• Ability to effectively interact with providers, staff, patients and insurance plan representatives a must.
• Able to prioritize multiple tasks.
• Must have prior computer experience, excellent communication skills, and attention to detail.

Responsibilities

• Responds to patient calls providing general information and education.
• Greets patients arriving for appointments, provides appropriate questionnaire(s), answer questions and assists patients with completion of forms and use of technology, acknowledges delays and keeps patient updated.
• Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments or need to speak directly to clinical support.
• Reviews schedules daily for accuracy in scheduling, needed ancillaries and incoming records and makes adjustments as needed.
• Completes any follow up needs for patients as directed by the After Visit Summary (i.e., booking appointments, scheduling lab and radiology exams or arranging for any external procedures).
• Receives incoming phone calls from providers, other staff or external provider offices and patients.
• Monitors and completes system messages in a timely manner to meet patients’ needs.
• Completes Authorizations and Pre Certifications for all external and stat procedures to ensure patients receive services in a timely manner.
• Reviews all provider schedules at the end of day to identify and contact those patients who require follow up and processes letters to no shows in accordance with current policy.
• Supports providers and staff in addressing patient questions/concerns.
• Monitors the waiting room for patients in distress and seeks assistance when needed.
• Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages.
• Acts as liaison between primary care physicians & specialists outside DH.
• Monitors referral work queues for internal and external referrals.
• Implements and monitors DH policies and procedures.
• Delivers mail to mail room and picks up mail to be distributed within department on a daily basis.

Skills

High school graduate

Insurance terminology

Interpersonal communication

Multitasking

Computer skills

Education

High school diploma or equivalent

Job description

Overview

Reviews, processes, and tracks all referrals for services delivered by providers. Schedules appointments, tests or procedures, responds to patient calls, provides instruction/support to staff for communicating with patients and may act as liaison between physicians & specialists outside of D-H.

Responsibilities

1. Responds to patient calls providing general information and education.
2. Greets patients arriving for appointments, provides appropriate questionnaire(s), answer questions and assists patients with completion of forms and use of technology, acknowledges any delays and keeps patient updated.
3. Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments or need to speak directly to clinical support.
4. Reviews schedules daily for accuracy in scheduling, needed ancillaries and incoming records and makes adjustments as needed. Reviews wait list, manages multiple e-DH worklists and reschedules patients to assure schedules are fully booked and patients’ needs are met.
5. Completes any follow up needs for patients as directed by the After Visit Summary (i.e., booking appointments, scheduling lab and radiology exams or arranging for any external procedures).
6. Receives incoming phone calls from providers, other staff or external provider offices and patients. Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments or transfers the call.
7. Monitors and completes system messages in a timely manner to meet patients’ needs. Monitors incoming faxes regularly and reviews each to determine the proper course of action in a timely manner.
8. Completes Authorizations and Pre Certifications for all external and stat procedures to ensure patients receive services in a timely manner and insurance is notified of the need for services.
9. Reviews all provider schedules at the end of day to identify and contact those patients who require follow up and processes letters to no shows in accordance with current policy.
10. Supports providers and staff in addressing patient questions/concerns. Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.
11. Monitors the waiting room for patients in distress and seeks assistance when needed. Responds to minor patient concerns and complaints using service recovery tactics. Reports all concerns and complaints to supervisor/manager.
12. Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers or clinical staff.
13. Acts as liaison between primary care physicians & specialists outside DH.
14. Monitors referral work queues for internal and external referrals. Processes new referrals according to established procedures and tracks queue status to insure that referrals are completed.
15. Implements and monitors DH policies and procedures. Participates in initiatives to improve the referral management process.
16. Delivers mail to mail room and picks up mail to be distributed within department on a daily basis, completes monthly tracers and weekly BCA (Business Continuity Application) system checks.
17. Performs other duties as required or assigned.

Qualifications

• High school graduate or equivalent with 1 year experience in provider office.
• Knowledge of insurance benefit programs and medical terminology.
• Ability to effectively interact with providers, staff, patients and insurance plan representatives a must.
• Able to prioritize multiple tasks.
• Must have prior computer experience, excellent communication skills, and attention to detail.

Required Licensure/Certifications

None

Area of Interest

• Secretarial/Clerical/Administrative

Pay Range

• $17.83/Hr. – $27.64/Hr.

FTE/Hours per pay period

• 1.00 – 1.00 – 40 hrs/week

Shift

• Day

Job ID

• 41193

Dartmouth Health offers a total compensation package that includes a comprehensive selection of benefits. Our Core Benefits include medical, dental, vision and life insurance, short and long term disability, paid time off, and retirement plans. Benefits | DHMC and Clinics Careers

Dartmouth Health is an Affirmitive Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.