DUTIES AND RESPONSIBILITIES
- Functions as scribe; requires knowledge and understanding of retina-specific ophthalmology terminology.
- Requires proficient keyboarding skills, use of electronic medical record and image management system.
- Skilled in ophthalmic terminology, ability to type words accurately with speed and knowledge of ARC Electronic Medical Records system.
- Prepares patients and rooms for treatments and minor procedures as directed by the physician.
- Ability to obtain patient’s past and current medical and ophthalmic history including information regarding medications, allergies and family history of eye problems.
- Identifies any potential patient concerns and brings these issues to the attention of the Office Coordinator or physician as appropriate.
- Ability to measure and record both distance and near visual acuity and pinhole acuity; performs preliminary refraction using objective equipment.
- Ability to measure intraocular pressures by applanation tonometry, pneumatonometry and/or use of tonopen, checks pupillary response to light and pupillary defects.
- Performs basic visual field testing and patient education as directed by Physician.
- Basic understanding of examination and procedure codes (ICD-9 codes) when inputting into the Electronic Medical Records system.
- Ensures that accurate procedure coding/charges for all procedures/drugs for all patients and correct diagnosis codes are used.
- High School Diploma or higher.
- Strong attention to detail and expert keyboard (Scribe) skills.
- Ability to understand and correctly spell medical terminology and numbers as percentages; analytical and problem solving skills.
- Excellent oral and written communication skills.
- Excellent interpersonal skills to work effectively with others (teamwork) and provide superior customer service to patients
The Customer Service Representative will answer calls for a busy, multiple-physicians’ office, scheduling patient appointments, answering questions, and responding to requests. The Customer Service Representative will also verify patient and insurance information; perform backup duties for Medical Office Specialists, as needed; and complete other tasks as assigned.
- Consistently provide excellent customer service, pleasantly greeting all callers, and communicating with callers and patients in a respectful and helpful manner.
- Answer inbound calls in a call center setting within designated time frames, answer questions, and direct calls to appropriate person.
- Schedule patient appointments accurately in Practice Management System and consistent with individual physician preference.
- Gather appropriate patient information about medical complaints/concerns and document these accurately and concisely in communications to the physicians and/or office staff. Communications are prioritized appropriately.
- Verify and accurately record patient demographic, insurance, and other information.
- Work with team of co-workers in Call Center and the clinics to answer questions and maintain appropriate scheduling of patients.
- Effectively perform individual share of the workload and actively engage in other assigned tasks during periods of low call volume.
- On occasion, may provide backup to, and perform all duties of, Medical Office Specialists at ARC clinics, as needed.
- Perform other clinical and administrative office functions, including those associated with support of satellite offices, as needed.
- High school diploma or equivalent
- Experience working in a medical office
- Working knowledge of insurance carriers and their requirements, including prior authorization, preferred
- Excellent phone etiquette, verbal communication, interpersonal, and customer service skills
- Proficient keyboarding skills, working knowledge of database systems, and comfortable with the use of technology
- Exceptional analytical and problem-solving skills
- Demonstrated proficiency with Practice Management System following initial training period
- Ability to perform as a team player