The Unit Clerk, under the supervision of the Clinical Manager, provides assistance to patients to ensure quality patient care and satisfaction, and provides assistance to other Clinic staff. This position provides assistance to patient inquiries via telephone or personal contact and screens patients to obtain Medical Center information, makes patient appointments, schedules surgeries and provides patients appropriate general information regarding their surgical procedure. This position is also responsible and accountable for managing referrals for medical and surgical specialist appointments to ensure timely, efficient communication between patients and referral provider offices allowing for smooth coordination of the patient between the Primary Care Provider and Dean Medical/Surgical specialists.
1. Approach all encounters both in person and over the phone in a friendly, helpful and welcoming manner. Greeting and acknowledging internal and external customers immediately and providing exceptional customer service as outlined in the customer service standard. 2. Performs advanced computer scheduling, rescheduling, canceling and coordination of appointments as needed. 3. Assist Manager with Allocate software for provider and rooming staff scheduling which will include the input of information in database and analyzing for issues/concerns. 4. Coordinates doctors practice with all surgery centers, informing them of changes and/or additions. 5. Act as a resource to insure that Primary Care Physicians receive adequate feedback from specialist. 6. Educates patients with general instructions when scheduling surgery. Prepares forms and instructs patients on (Pre and Post) procedures; follows up with patients prior to surgical date to ensure accuracy of patient compliance. 7. Serves as an outreach facilitator with multiple Dean and non-Dean medical sites. Organizes EMR, schedules and referrals between doctor, referring doctor, surgical site and patient. Manages follow up visits between co-manager and doctor. 8. Determine appropriate follow up actions and act as a resource for patient contact and specialist sites; responsible for issue resolution and satisfactory connection for referral appointment. 9. Assists patients for second opinion for surgery (i.e., paperwork, phone calls). 10. Collects and records accurate telephone information and relays it to medical provider or clinical staff in a timely manner. Information could be related to prescription refills, lab orders, pathology forms, etc. 11. Transports patients to other departments and acts as courier for specimens, x-rays and/or medical records. 12. Performs chart abstraction and chart prep. Collects information for prior authorization from patients and accurately enters information for 3rd party. 13. Performs other clerical support to department which may include word processing, faxing, scanning, copying, opening, sorting and distributing mail, which may include assisting Manager and Providers with patient termination and behavioral letters by creating and sending. 14. Responsible for equipment checks, which may include: downloading diabetic meters, filling liquid nitrogen, bumping eye wash stations, as well as regularly checking refrigerator for temperature and medication expiration dates, as well as department work orders. 15. Responsible for inventory management which may include ordering supplies for department, unpacking and stocking supplies. 16. Monitors drug cabinet restocks and reorders pharmaceuticals on a weekly basis. 17. Performs instrument sterilization and reprocessing. 18. Stocks and cleans examination rooms on a routine basis. 19. Additional duties as needed.
Required: 1. High school diploma or equivalent with 3 years customer service, reception or business experience with a minimum of 1 year in a healthcare setting. 2. Medical terminology knowledge/education OR Dean course must be taken within 3 months of Date of Hire. 3. Proficient knowledge of Microsoft Office Suite with full knowledge of keyboard. 4. Ability to perform multiple tasks in a busy, ever changing environment. 5. Exceptional interpersonal skills and advanced verbal and written communication skills; able to communicate effectively with providers and staff. 6. Demonstrated decision making capabilities as well as the ability to work independently and confidently with minimal supervision. 7. Exceptional problem solving abilities; ability to arrive at innovative solutions. Preferred: 1. Electronic Medical Record (EMR) knowledge and/or experience 2. Patient care skills including safe transferring and ability to take vitals. 3. Familiarity with ICD-9 and CPT coding language. 4. Experience with medical billing and insurance. Essential Physical Functions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Ability to sit or stand for extended periods and to move quickly between tasks. 2. Ability to hear and converse on the phone and in person. 3. Ability to see fine print and to use the computer. 4. Ability to perform fine motor tasks, such as when working with instrument / equipment, writing, computer or phone tasks. 5. Ability to safely lift up to 40 pounds and to push/pull up to 100 pounds when working with equipment, pushing wheelchairs or assisting with patient handling tasks. 6. Ability to bend/twist and crouch when performing various job tasks. 7. Depending on location assigned, may need to be able to safely drive a personal vehicle on a weekly or daily basis. About SSM Health Dean Clinic- Based in Madison, Wis., Dean Clinic consists of a network of more than 60 clinics in south-central Wisconsin. Our more than 500 physicians provide primary, specialty and tertiary care in the clinics as well as eye care through our Davis Duehr Dean locations. Dean Clinic also offers urgent care services and operates outpatient surgery centers. Dean Clinic joined SSM Health in 2013.