About Wilmington Health

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi- specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

Purpose:

To provide front office support in clinical areas.

Essential Duties/Responsibilities:

As applicable for your department:

Greets, acknowledges and provides closure to all customer needs in a professional and efficient manner
Maintains effective communication and interacts appropriately and professionally with all members of health care team
Checks patients in and out following standard operating processes to include management of samples, notes, forms, scripts, directing patients, and triage sheets
Schedules, coordinates and reschedules all patient appointments (includes office, outpatient procedures, hospitals, and other medical facilities)
Answers incoming calls and takes necessary action
Maintains provider schedules as directed by manager
Maintains physician on-call schedule for department
Keeps logs as required by Manager
Attends department and other meetings as required by Manager (including training and re- education)
Maintains inventory of office supplies and orders as needed
Opens and sorts mail
Directs patients to contact Central Business Office for additional billing inquiries
Assists Manager with other duties deemed necessary to achieve efficiency and a cohesive working environment

Other Duties:

As assigned by Manager

QUALIFICATIONS

Required:

High School Diploma or GED Equivalent

Preferred:

Experience in Medical Office Administration
BLS/CPR Certified

ADA Physical Demands:

Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day) Position Dependent (prn)

Physical Demand

Required?

Frequency

Standing

Position Dependent

Sitting

Continuously

Walking

Position Dependent

Kneeling/Crouching

Rarely

Lifting

Rarely

Patient Representative Competencies

General

Customer Service
Professionalism/Integrity/Responsibility
Teamwork/Lean Process Improvement
Game Changer/Initiative
Dependability/Punctuality
Interpersonal Relationships/Communication
Judgment/Decision Making/Problem Solving
Quality/Quantity
Safety/Housekeeping
Organizational Skills/Time Management

Department Specific

Follows reception process for all check in duties.
Follows appointment preparation process for all scheduled appointments including eligibility verification, referral/authorization/managed care processes.
Follows process for all demographic data entry.
Follows appointment process for scheduling to include system reports (cancel/reschedule), Live Chat, and appointment request mailbox.
Follow check out processes for appointments, referrals, tasking, communications, managed care and failsafe.
Follows insurance process for all insurance data.
Follows cashier process for collections, retail sales, and batching.
Follows patient financial counselor process for billing inquiries and concerns.
Follows all processes for reconciliation of internal communications.
Follows HIPAA guidelines.

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