Main Function:

Medical Associates of Erie is seeking a front desk patient services coordinator for a busy ophthalmology office.  This individual will answer patient phone calls and resolve questions or concerns by providing results, appointment, or practice specific clinical recommendations. Facilitate each office visit and phone call, with a focus on total patient care, to ensure the best patient experience possible.

Main Duties and Responsibilities:

• Check voicemail line in the morning and at the end of the day; retrieve and respond to messages
• Monitor and assist with phone encounters and associated tasks to ensure patients, physicians, and/or pharmacists are receiving timely communication and problem resolution (within 1 business day)
• Obtain all reports/results, screen for abnormals, scan into the patients’ electronic health record, and alert physicians
• Assist in ensuring all related reports, labs and information is filed if available in patients’ medical records prior to their appointment
• Answer phone while maintaining a polite, consistent phone manner using proper telephone etiquette
• Perform telephone triage under supervision of physician by gathering appropriate information and reviewing, preferably electronically, with physicians, providers, and/or clinical staff
• Refer life threatening conditions or conditions the office is not equipped to handle to the emergency department
• Review medical record for progress notes, specialist templates and diagnostic records to relay normal results for testing ordered by the office
• Give instructions and provide education to patients as instructed by physician
• Schedule appointments for things that cannot be solved on the phone (i.e. new problem, worsening of condition)
• Manage portal communication from patients
• Resolve patient satisfaction concerns and/or refer to Practice Manager
• Organize forms and other paperwork and facilitate completion by physicians
• Support clinical assistants and patient visit coordinator as needed
• Support normal check in and check out procedures at front desk
• Assist clinical staff in working overdue orders according to guidelines
• Protect patient confidentiality by making sure PHI is secured
• Provide clinical or clerical coverage at other MAE offices when needed
• All other duties as assigned

Skills/Knowledge:

• Exceptional customer service and phone etiquette
• Ability to maintain effective and organized systems to ensure timely patient flow
• Ability to determine correct placement of patient within office workflow for scheduling/guidance.
• High School Diploma/Medical Assistant Training preferred
• Knowledge of Health Care Field
• Medical Terminology
• Grammar, spelling and punctuation
• Knowledge of Electronic Health Records

EEO