Position Summary

Under the general and direct supervision of the office manager, provides leadership support for the front office and for the clinic. Perform other diverse duties as requested or required.

Essential Job Functions

Computer Systems: GE Centricity Practice Management (PM), GE Centricity Electronic Medical Records (EMR), Cybersource Virtual Terminal, Kryptiq Secure Messaging, Satellite Med Email and Website, Nova Time, Microsoft Word and Excel, and Adobe Acrobat.

Check-In: Obtain patient information utilizing the web-based on site registration, web-site registration, or PM. Schedule patient for an appointment, check-in the patient, collect and input insurance information, utilize appropriate batch, and notify the nursing staff of any pertinent information related to urgency of patient condition. Have all appointments that fall outside of designated templates approved by supervisor.

Check-Out: Import correct CPT and ICD-9 codes from EMR to PM, collect and post proper payment and form of payment, print appropriate receipt (always with codes) for patient, apply payments to spreadsheet, print appropriate receipts into Adobe, approve visit as “Paid” for Satellite Med insurance, “Approved Primary” for Commercial Insurance, print statement for Company, utilize correct batch, process payment utilizing the CVM or Virtual Terminal, and make appropriate follow-up appointment. Set up payment plan per protocol for patients choosing this option.

Phones: Utilize phone system properly, answer phones in a courteous manner, quickly identify caller’s needs, route calls appropriately, create complete flag and phone notes and route appropriately. Reply to all phone notes and flags in a timely manner. Have a working knowledge of secure messaging and Company email

Communication: Communicate with all staff, patients, and referring offices in an intelligent and professional manner using phones, EMR flags and phone notes, and Kryptiq secure messaging and Company email; utilizing each method when appropriate. Follow up and seek resolution to complaints per policy and problems and report them to departmental supervisor. Report all incidents as per policy

Financial. Ensure proper handling of money and payment. Reconcile daily payments while maintaining batch spread sheet. Reconcile with each employee from each cash drawer at each shift change.

Marginal Job Functions of every Satellite Med Employee

• Maintain patient confidentiality per HIPAA guidelines and dignity per Satellite Med mission statement
• Maintain proper attendance and punctuality to ensure that Satellite Med is operated in an efficient and cost-effective manner
• Maintain a clean and organized workspace
• Verify patient identification with each encounter
• Work with coworkers as part of a team
• Attends Satellite Med meetings as required
• Assist supervisor or other administrative staff with assigned tasks
• Maintain positive and cooperative attitude with patients and employees
• Proficient communication skills to interact with patients and the public
• Maintain integrity while handling all financial transactions
• Proper care of Company property and equipment
• Proper knowledge and use of security and emergency procedures

Supervisor Responsibilities

• Help lead and maintain a positive work environment
• Assist staff in dealing with difficult patients
• Troubleshoot issues and direct to the appropriate staff
• Ensure procedures and processes are followed appropriately
• Assist other supervisors with staff counseling
• Help Corporate office to develop new workflows
• Directs efforts at staff retention issues and minimizes employee turnover
• Provides leadership and direction in accordance with organizational and departmental goals and objectives
• Ensures knowledge of department/personal role
• Responds to, provides direction to and supports staff during changing work loads and emergency/crises situations
• Ensures that Compliance Laws and Regulations are followed
• Communicates departmental and staff needs to corporate administrative team
• Manages department operations within the boundaries set by the Company
• Manages and follows department budget as set by Company
• Establishes and achieves high standards of performance
• Assist Corporate to maintain the Department Guide

Supervisor responsibilities specific to department

• Coordinates department personnel resources to meet patient load
• Scheduling for Front Office Staff
• Maintains professional competence through attendance at various training courses, seminars, professional meetings
• Establishes education programs for department staff
• Maintains a reference library for the department
• Train new and existing employees in front Office procedures and processes
• Oversee financial transactions in the front office
• Assist and oversee billing tasks in front office
• Counseling for front office employees as necessary
• Implement new workflows that pertain to the Department and Company
• Ensures staff knowledge and participation in emergency procedures, fire safety, evacuation plan and disaster drills
• Ensures departmental staff knowledge of Standard Precautions and Exposure Control Plan
• Communicates job expectations and employee responsibilities to staff
• Responsible for departmental personnel matters
• Completes orientation program and skills checklist for all new employees prior to their assignment of duties

Job Standards

Education: Minimum of a high school education or equivalent is required. CPR and AED certification is recommended.

Experience: No supervisory experience is necessary; however it is requested to have two years experience in a medical office or one year in the front office at Satellite Med 
Pay is based upon experience level

Skills and Abilities: Computer Proficiency, Customer Service Skills, Organization skills, Leadership Skills, Abstract and Practical Problem Solving Skills, Decision Making Skills, Communication Skills, Interpersonal Skills, Critical Thinking Skills, Ability to coordinate resources, Ability to handle stress and conflict, Ability to stay objective, Ability to prioritize tasks, Ability to see the whole picture, Ability to inspire dedication by example, Ability to work independently, Ability to train, Ability to delegate

Worker Traits: Assertive, fair, creative, efficient, resourceful, tactful, knowledgeable, sense of humor, flexible, compliant, hard working, encouraging, analytical, facilitating, magnanimous, responsible, dedicated, objective, consistent, patient