Clinical Secretary - Specialty Services Support

Dartmouth-Hitchcock Health; New London (NH); Vor Ort; USD 37.000 - 47.000; Vollzeit

Zusammenfassung

Dartmouth-Hitchcock Health seeks an administrative professional to support patient communications, scheduling, and frontline office operations. This role handles calls, greets patients, collects forms, and assists with use of technology.

You will coordinate between providers and staff, manage messages, monitor schedules and ensure timely follow-up per department needs. Strong communication and multitasking skills are essential.

Qualifikationen

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

Aufgaben

• Responds to patient calls providing general information and education.
• Greets patients arriving for appointments, provides appropriate questionnaires, answers questions and assists with forms and use of technology.
• Assess needs of patients without appointments and processes requests for prescriptions, forms, appointments or to speak with clinical support.
• Reviews schedules daily for accuracy in scheduling and completeness; reschedules to fully book and meet patient needs.
• Completes follow-up needs for patients per After Visit Summary (booking appointments, scheduling tests or external procedures).
• Receives incoming calls from providers, staff or external offices; schedules appointments or transfers the call.
• Monitors system messages and incoming faxes; routes as needed per department/location.
• Reviews provider schedules to identify follow ups and processes no-show letters per policy.
• Supports providers and staff in addressing patient questions/concerns; offers instruction on communication.
• Monitors waiting room for distressed patients; uses service recovery tactics and reports concerns to supervisor/manager.
• Manages multiple in-baskets, prioritizes and routes messages; completes tasks as assigned.
• Acts as liaison between primary care providers and outside specialists.
• Participates in initiatives to improve department workflows and policies.
• Delivers mail daily and completes tracers and system checks as required.
• Performs other duties as required and collaborates with others across the system.

Kenntnisse

Communication skills

Multitasking

Team player

Attention to detail

Insurance knowledge

Ausbildung

High school diploma

Jobbeschreibung

Overview

Schedules appointments, tests or procedures, responds to patient calls, provides instruction/support to staff for communicating with patients and may act as liaison between providers & specialists outside of D-H.

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 any delays and keeps patient updated – Per department/location need.
• 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. Reviews wait list, manages multiple e-DH worklists and reschedules patients to assure schedules are fully booked and patients’ needs are met.
• 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. Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments or transfers the call.
• 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 per department/location need.
• 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. Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.
• 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.
• Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers or clinical staff.
• Acts as liaison between primary care providers & specialists outside DH.
• Participates in initiatives to improve department workflows and policies and procedures.
• 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.
• Performs other duties as required or assigned.
• Able to be a team player and collaborate with others throughout the system.

Qualifications

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