This position is responsible for numerous administrative tasks focused on a variety of patient-facing duties. The OSS ensures that all patient inquiries and requests for new and subsequent appointments are handled in a quality and time appropriate manner by working with staff to ensure appropriate appointments are given. This position warmly greets patients in person and by phone, takes patient information, provides new patients with forms and necessary information for their visit, answers and triages patient calls as necessary. The OSS is responsible for establishing follow up, and is conversant with treatment options, insurance coverage, pre-authorizations and referrals, and practice fees so as to advise patients in a supportive manner regarding their options for care within the practice. The OSS also answers general questions about the practice.
Communicates with patients in a confidential, professional manner using tact and diplomacy; notifies patients of co-pays, deductibles, co-insurances, and balances on accounts and collects payments, as appropriate.
Reconciles cash against daily charge reports.
Prepares paperwork for patient visits.
Monitors patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.
Acts as non-clinical resource for patients seeking information and support with infertility by offering practice approved bibliographies.
Prepares regular reports regarding the number of inquiries, scheduled appointments, kept appointments, cancellations and no-shows and system of care issues requiring attention by the Medical & Lab Director and/or clinical team.
Provides feedback to the physicians and nursing staff as appropriate regarding any special needs of a new or existing patient.
High School Diploma or GED.
At least two (2) years working in a medical office preferred.
Excellent communication skills and possesses ability to work independently.
Computer experience essential.
At least one (1) year of Customer Service experience preferred.