Administrative Assistant 1

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Provides the following at both IDCS program sites (Cape Cod & Falmouth Hospitals):

• Provides clerical and administrative support to IDCS and assists with day-to-day operations of the department.
• Serves as a primary contact to handle and process requests for infectious disease services from both internal and external stakeholders. Using business etiquette, greets patients and visitors to the office, answers inquiries and provides assistance, answers telephone, screens and directs calls to appropriate persons, takes messages and returns calls as needed or requested.
• Understands and applies concepts and processes, procedures, workflows, and practices required to effectively provide resolution to issues in a timely and accurate manner.
• Utilizes the current EMR system to schedule and confirm IDCS patient appointments. Communicates with registration and other IDCS staff to resolve scheduling problems and/or concerns in order to maintain a high level of provider schedule utilization. Ensures that reminder telephone calls are placed within 48 hours of upcoming appointment.
• Responsible for reviewing encounter charges to patient accounts, and for following up on any discrepancies or edits reported to the department.
• Provides basic telephone triage of patient phone calls. Assesses and determines need for immediate medical care based on urgency of problem, alerts clinical staff and schedules appointments.
• Works collaboratively with Infectious Disease Program staff to ensure comprehensive, quality patient care.
• Participates in specified case management activities (e.g., scheduling and coordination of appointments and referrals, arranging for transportation of patients through local transportation vendors, etc.).
• Maintains and files medical and administrative records and/or reports in proper format and makes available patient records and other material for treatment, audit, study or billing purposes. Responsible for monitoring the fax inbox and scanning outside results into patient charts.
• Handles confidential information concerning hospital and program/service line matters, patients, visitors, medical staff and employees in a professional manner. Manages complaints received in a professional and timely manner. Receives and opens correspondence. Sorts and distributes information and data.
• Obtains and tracks referral information and insurance authorization from referring primary care providers. Obtains referrals as necessary to primary care physicians and specialists for IDCS patients and notifies patients of these appointments. Contacts patients within two weeks of their scheduled referral appointments.
• Assists patients whose backgrounds are diverse, socially and culturally, in a sensitive, patient and competent manner.
• Demonstrates flexibility when responding to change. Assumes accountability for all actions. Actively participates in all team meetings and activities.
• Enhances knowledge and skills through continuing education programs pertinent to job duties.
• Demonstrates ability to maintain professional demeanor when confronted with stressful/frustrating situations.
• Organizes and maintains physician’s office for reception and examination of patients; Submits requests for clinical and office supplies as needed. Responsible for ensuring adequate stock of supplies (e.g. printer paper, exam table paper, etc.).
• Has knowledge of the use and operation of all office equipment (e.g., telephone system, fax, computer system, copy machine, etc.).
• Consistently provides service excellence to all patients, family members, visitors, volunteers and co-workers.
• Challenges current working practices: identifies process improvement opportunities and presents recommendations and solutions to management. Engages and commits to the organization’s culture of continuous improvement by actively participating, supporting, and promoting CCHC Pillars of Excellence.
• Other duties as assigned.
• Minimum of High School Diploma or equivalent
• (Preferred) – 1 to 2 years of College level coursework in Human/Health Services
• Requires 1 to 2 years of experience in healthcare, substance use services, or social services, with a strong preference for experience in HIV/AIDS-related programs
• Strong verbal and written communication skills required
• (Preferred) – Certified medical interpreter in Spanish, Portuguese and/or Haitian Creole
• Excellent organizational skills, including the ability to prioritize tasks, required
• Discretion, independent judgement, confidentiality, initiative and adaptability to handle non-routine tasks required
• Ability to interact effectively with high-risk clients and their families. Documentation through references of confidentiality skills and strategies required
• Computer/data entry skills required
• (Preferred) – Experience with Epic, EcW, Soarian, Meditech or similar electronic medical record (EMR) system

Purpose of Position

To perform non-clinical activities with the medical office to ensure the highest level of patient satisfaction. To create and maintain effective office procedures, systems and communication mechanisms at both IDCS program sites (Cape Cod & Falmouth Hospitals).

Schedule Details

40 hrs. per week, Mon-Fri, 8:30a-4:30p, No Weekends & No Holidays. May alternate between the Hyannis and Falmouth offices

Organization

Cape Cod Hospital

Primary Location

Massachusetts-Falmouth

Department

CCH-Infectious Disease

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative

• Industries

  Hospitals and Health Care

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