Business Assistant I

The Business Assistant, is responsible for welcoming and greeting all patients and visitors, scheduling appointments and verifying insurance to ensure efficient and smooth business operations in the health center while providing high-quality services to patients.

• Requires a high school diploma or equivalent.
• Work experience in a medical, dental or business office preferred. Must be professional, self-motivated and have strong attention to detail, communication, teamwork, customer service and computer skills.
• Certification as an interpreter is preferred.
• Must demonstrate excellent internal and external customer service skills.
• Must demonstrate a personal and professional commitment to Eastern Shore Rural Health System and its Mission Statement.
• Schedule appointments in electronic health record.
• Collect co-pay after data has been verified.
• Accurately update all fields in electronic health record and on the registration form and correctly enter insurance information in the electronic health record.
• Answer and route phone calls and create/ respond to telephone encounters following established protocol.
• Identify patients' and other customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Distribute forms, including Health Histories, in accordance with the Business Assistant Manual. Includes kiosks where applicable.
• Scan documents correctly into electronic health record and complete request for information (ROI) forms correctly.
• Ensure accuracy of patient appointments by checking provider schedules, reviewing bump list and/or team bubbles.
• Verify insurance and document in the billing notes following established protocol where applicable.
• Call patients reminding them of their appointment, as directed.
• Provide coverage at other centers as directed by supervisor.
• Complete no-show documentation following established procedure, as directed.
• If assigned to the Call Center, maintain daily activity in the queue for 6.5 hours.
• If assigned to the Call Center, average 80 or more calls daily on monthly audits.
• If assigned to Express Care, follow-up with patients who were seen at Express Care the previous day to determine if further assistance is needed.
• If assigned to Express Care, follow Maximum Capacity procedure when patients present to the Express Care after maximum capacity has been reached.
• May participate in Migrant Health Fairs and Migrant Late Nights.
• Other duties and tasks as directed by the Center Manager or Dental Operations Manager.

ADDITIONAL DUTIES ASSIGNED TO DESIGNATED BILINGUAL STAFF

• If qualified, perform interpretation/translation services for ESRHS centers.
• If qualified, assist patients with signing up for the Migrant Clinician Network.