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GENERAL SUMMARY

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FUNCTIONAL DUTIES AND RESPONSIBILITIES

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Performs a variety of independent administrative support functions in addition to a wide range of customer service-related duties. Schedules patient appointments, tests or procedures, responds to patient calls, provides instruction/support to staff for communicating with patients and may act as liaison between providers & specialists outside of DH. Serves as preceptor and resource to new staff members.

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POSITION REQUIREMENTS

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Knowledge / Skills / Abilities

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Key Responsibilities:

1. Responds to patient calls providing general information and education.

2. Greets patients arriving for appointments, provides appropriate questionnaire(s), answer questions and assists patients with completion of forms and use of technology, acknowledges any delays and keeps patient updated. Per department and location need.

3. Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments or need to speak directly to clinical support.

4. Reviews schedules daily for accuracy in scheduling, needed ancillaries and incoming records and makes adjustments as needed. Reviews wait list, manages multiple eDH worklists and reschedules patients to assure schedules are fully booked and patients’ needs are met.

5. Completes any follow up needs for patients as directed by the After Visit Summary (i.e., booking appointments, scheduling lab and radiology exams or arranging for any external procedures).

6. Receives incoming phone calls from providers, other staff or external provider offices and patients. Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments or transfers the call.

7. Monitors and completes system messages in a timely manner to meet patients’ needs.

8. Monitors incoming faxes regularly and reviews each to determine the proper course of action in a timely manner. Per department and location need.

9. Reviews all provider schedules at the end of day to identify and contact those patients who require follow up and processes letters to no shows in accordance with current policy.

10. Supports providers and staff in addressing patient questions/concerns. Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.

11. Monitors the waiting room for patients in distress and seeks assistance when needed. Responds to minor patient concerns and complaints using service recovery tactics. Reports all concerns and complaints to supervisor/manager.

12. Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers or clinical staff.

13. Acts as liaison between primary care providers & specialists outside DH.

14. Participates in initiatives to improve department workflows and policies and procedures

15. Delivers mail to mail room and picks up mail to be distributed within department on a daily basis, completes monthly tracers and weekly BCA (Business Continuity Application) system checks.

16. Responsible for building and editing templates and overriding the schedules when needed using best judgement.

17. Works as a preceptor for new staff members to provide on the job training and assure a strong orientation. Provides input into performance check-ins performed by supervisor.

18. Serves as a resource for clinical secretaries for questions and problem-solving.

19. Able to be a team player and collaborate with others throughout the system.

20. Performs other duties as required or assigned.

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Experience

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Previous experience working in a medical setting preferred

Knowledge of insurance benefit programs and medical terminology preferred

Ability to effectively interact with providers, staff, patients and insurance plan representatives required

Must be able to prioritize multiple tasks and work independently

Must have prior computer experience, excellent communication skills, and attention to detail

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Education

• Area of Interest:Newly Created Position;

• Work Status:8:00am-5:00pm;

• Job ID:5361

Dartmouth Health is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Dartmouth Hitchcock Medical Center and Dartmouth Hitchcock Clinics comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, or sex. We do not exclude or treat people differently because of race, color, national origin, age, disability, or sex.