Position Specific Competencies: Medical Office Assistant

In addition to the following essential position competencies, other competencies may be required to meet changing organization needs.

1. Uses an appropriate problem-solving approach to plan services.

a. Answers phones, routes calls and or takes accurate message. Demonstrates a sense of urgency relating to patient’s level of distress. Triages basic patient care needs generating a telephone encounter depending upon the situation.

b. Manages the scheduling of patient appointments. Registers new patients and maintains current accurate up to date demographic and insurance information for all patients. Performs according to policy regulations associated with Privacy Notification, Medicare secondary, signed demographic registrations, consent to treat minor, etc. (MSPQ).

c. Identifies barriers to communications.

d. Verifies insurance eligibility, scans insurance card, and photo ID.

e. Checks patients in and or out for visit in appropriate manner. Accurate and appropriate use of ICD-10 and CPT codes

f. Accurately and accordingly to policy, posts payments

g. Reconciles all financial data correctly and in compliance with clinic policy, both end of day and end of month

h. Forward requests for Medical Records to Health Information Management Systems.

i. Works with patient and clinic manager to effectively manage patient accounts and performs certain financial assistance tasks as delegated and monitored by the clinic manager.

j. Recognizes how fraud and abuse interplay into daily role.

k. Any other duty as assigned but within the scope of practice for a MOA by the clinic manager and or provider.

l. Will contact facilities as necessary to ensure the appropriate paperwork is index in the patient’s EMR medical record prior to being seen by the provider in preparation for patient appointments – Examples: surgical reports, pathology reports, home health summary of care, etc.

m. Responds to the follow-up action plans sent by providers goaled at achieving maximum level of care continuity in preparation for designated patient appointments.

Examples: Remind patient to bring blood pressure log to appointment.

n. MOA will also monitor the Quality Panel Metrics Health Maintenance Tab to facilitate proactive management of patient care and close care gaps.

2. Provides services with consideration of the recipient’s needs.

a. Maintains work area in a neat and organized manner.

b. Secures patient information in desk drawers or folders.

c. Secures all receipts, cash drawer, etc. under lock and key overnight and when away from work area. Locks computer system as needed when away from work desk to protest PHI for patients

d. Greets and direct patients and visitors in a courteous manner, informing them of delays or changes in patient flow

e. Manages appointment schedule to ensure provider efficiency and patient satisfaction.

f. Monitors the reception area to ensure patient comfort and prompt response to patient distress or concerns

g. Wears FH name badge and introduces self to patient as needed and required by the situation.

h. Works on behalf of patient to ensure timely appointments by asking patient to arrive early, effectively work through paperwork, history forms, etc. while making sure patients have the opportunity to re-schedule if provider is running late.

i. Monitors and manages patient requests for appointments within in-baskets (MyChart requests).

j. Manages no shows; monitors upcoming schedules, places reminder phone calls to patients 24 hours in advance, monitors daily schedule for no shows and late cancellations, mails no show letters. Communicate with providers when patients have multiple no shows.

3. Uses equipment/supplies correctly.

a. Maintains equipment in proper working order. Follow manufacturers’ manuals for care of office equipment. Notify manager of equipment failure.

b. Maintains adequate supply of materials and forms. Use supplies conservatively

c. Keeps a neat orderly and safe work area.

4. Uses appropriate safety and infection control measures.

a. Adheres to established infection control measures.

b. Assures patient safety by following applicable patient safety goals.

5. Teaches/directs/advises/informs others in an appropriate manner.

a. Communicates clearly with providers, manager and co-workers and patients.

b. Educates and inform patients about clinic policies, procedures and processes using basic simple language and principles of adult learning.

c. Involves clinic manager in all patient concerns/complaints in a timely fashion after first trying to diffuse the situation.

d. Accurately collects co-pays and deductibles; provides patients with necessary information about their insurance policy (when information is available) as needed and directed by the situation.

e. Advises patients in need of insurance pre-certifications or authorization for clinic visits (i.e., managed care and VA).

f. Knowledge of managed care plans.

6. Reports/records information appropriately.

a. Uses approved format for recording and reporting messages. i.e., telephone encounter, etc.

b. Maintains written reports of all situations requiring manager’s attention

c. Reconciles cash receipts and reports as instructed by policy when MOA must leave money drawer for an extended period

d. Utilizes the EHR/EMR system if in place to facilitate role as it related to referrals, follow-up patient instructions or other activities required in a clinic setting to augment quality for patient care and coordination.

Compliance to competencies are evaluated by Outstanding, Successfully and Needs Improvement. It is the judgment of the clinic manager and supported by objective documentation under comments when either Outstanding or Needs Improvement are given to any of these competencies.

Qualifications:

The following, or equivalents, are the minimum requirements necessary to perform the essential

functions of the position.

Education/formal training/licensure/certifications/experience:

High school graduate. One-year Technical College or certification preferred.

Three years' experience in physician office with medical billing experience may be accepted in

lieu of formal training.

Additional Skills:

Experience with practice management systems; office automation skills; extensive knowledge of

CPT and ICD-10 coding and insurance reimbursement; strong interpersonal and verbal

communication skills; good organizational skills. Is committed to and demonstrates excellent

customer service when dealing with all types of customers.

Working Conditions:

Clinic environment and during regularly scheduled clinic hours

Potential for exposure to communicable diseases

Fast moving, frequent interruptions

Physical Requirements:

Ability to access all areas of the facility; ability to sit for extended periods of time; visual and

hearing acuity; ability to communicate effectively with co-workers, patients, and physicians both

verbally

and written.