11/16/2016

GoodSkin Dermatology Hillsboro Receptionist Responsibilities

This document reflects all of the Receptionist staff’s responsibilities although it is written in first person.

This includes Robin, Abraham, and Jon.

My overall responsibility is to make sure that the standard processes and procedures of the office are completed so that the physicians can focus on the care of the patients and the billing department to function properly.

Daily Responsibilities (examples)

Answering Phones calls Scheduling

Checking the answering machine in the morning. Scheduling New and Est. Pt. Appointments. (Reviewing Pt. contact and insurance info.,

checking for Pt. referrals) Triage (Determining whether the PT need a wound check for recent Mohs surgery,

excision or biopsy, does the Pt need to be seen today or tomorrow.) Answering Scheduling Questions and concerns (Pts coming late for appointments,

confirming Pt. appointments, assuring Pt. on time and date of appointments, organization of Pt appointment sequence for the best care and Per. Dr. request, etc.)

Pharmacies and Prescriptions Help Tayna with Prior Authorizations. This often results in taking detailed notes on EMA

or writing for Tayna. File verbal Prescription Re-fill Requests due to the fax machine not working with certain

pharmacies. Pt. Prescription Questions (Status of completion of Prescription order through EMA, Is

the prescription at the right pharmacy, Pt. running out or losing the prescription, Pt. not understanding or forgot the prescription instructions, etc.)

Billing Answering Common Billing questions (Insurance coverage concerns, Deductible and Co-

insurance concerns, secondary insurance not being billed, understanding the terminology on their bill and understanding outstanding balances.); all other questions I transfer to the billing department.

Process Pt. Payments through Transaction Express and apply the payment to the Pt. account.

Patient Appointment Preparation Insurance Verification Process

Before every appointment I verify whether the Pt. has active insurance coverage. If the patient doesn’t have an active insurance plan on file I seek one out through their Primary or Referring doctor. I then call the patient lastly for insurance information.

Then I check whether the Pt. needs to have a referral. If the patient needs a referral but doesn’t have one, I start the process of getting one from the Pt Primary Care Doctor. If the process of getting a referral will take longer than time allows (before the Pt.

appointment) I inform the Pt. that we will need to reschedule when we receive the referral. The most common cases of this are AARP-Health Care Resources North West and Providence Medicare Extra. In the case of an AARP- Health Care Resources North West or an Providence

Medicare Extra, I process the referral through Centricity into the Pt. case management feature.

I verify what the Pt. Co-pay is and edit their account to reflect that for their upcoming appointment.

Mohs Preparation (Abraham’s responsibility) Abraham prepares each Mohs Pt. paperwork. This paperwork includes EMA Mohs

worksheet and EMA Mohs intake form. Abraham as calls each Mohs Pt. at least one day before their surgery to assure that they

are still planning on coming and to answer any questions that they may have regarding the surgery.

Appointment Slips and Paper Charts and Chart Notes For each appointment I fill out an appointment slip which includes the time of the

appointment, Pt name and DOB, and the Pt. Co-pay. These slips also function as the return appointment slip that the Doctor fills out to tell the scheduler when to reschedule the Pt.

If the Pt. was seen prior to the beginning of EMA, I pull their paper chart from the self. I attach the Appointment Slip with a blank paper chart to complete the Pt. appointment

Preparation. Patient Documents

Fax Machine I check the fax machine for incoming faxes at least once an hour. I sort through the faxes

and separate them into their own categories. These categories are referrals, prior authorizations, billing information, prescription re-fill requests, laboratory results, and Pt. medical records. For each category I deliver the documents to the appropriate recipient. Such as if

the document is dealing with a Pt. prior authorization, I deliver those documents to Tayna.

I process the referrals to assess whether the referred Pt. already has appointment set-up, if we accept that Pt. insurance, whether their insurance covers their diagnosis, and triage the situation to assess the urgency.

Sending Faxes I send a number of different types of documents (Re-fill requests, Medical Record

Releases, Dropped Referral Notifications, Chart Notes to Physicians, etc.). I document that I sent these referrals in their proper areas whether that be in EMA, or on a list.

Paper Chart Management I assure that the paper charts we have are in alphabetical order on the self while filing

away. I also make sure that the documents in the paper chart is organized as the physicians like.

I pull Paper Charts at the doctor’s request for both Clackamas and Hillsboro Clinics dating back to 2009.

EMA Intake Forms and Referral Documents Once the doctor has finalized the appointment and is finished reviewing the notes from

the appointment and the referral if there is one, I then sort through and pull aside the documents that the doctor wants to have scanned into EMA. These documents include but are not limited to the EMA Intake Forms, Medication lists, and Pathology that was in the referral.

Checking In & Out Patients Throughout the week I assist Robin in checking in and out Patients when she is busy. *On

Fridays however, while Robin has her day off, I take over the position that Robin usually has as the front receptionist.

Checking In Patients I greet the Pt. warmly. I gather the Pt. documents that were prepared to determine whether that Pt. has a Co-

pay. I check whether the Pt. needs to fill out the EMA Intake Form Packet and whether we

need to scan the Pt. insurance card. Once I scan the Pt. Insurance card I attached that document to the Pt. document management section of their profile in Centricity.

I ask the Pt. to fill out those documents and to pay their Co-pay. To collect the Co-pay I have to process their payment method of either check, cash,

or card through Centricity so to apply their payment to their account. To process a credit card, I use the Transaction Express online portal already mentioned in this document.

Once payment was processed, I document the payment on our deposit slip that was prepared at the beginning of the day.

Once the Pt. fills out the EMA Intake Form Packet properly, I separate the registration portion from the EMA Intake Forms. I then give the EMA Intake Forms, Appointment slip a blank Chart Note to the MA who is rooming the Pt. or in the ready box located next to the Laboratory.

The registration portion of the EMA Intake Packet is then scanned into Centricity and attached to the Pt. profile next to the Pt. insurance card.

I review the information of the registration portion to assure accuracy of the information we have on their profile. Once all the information in verified and updated I shred the registration portion.

Checking out Patients Review what the doctor wrote on the appointment slip and schedule the pt. accordingly. I write out the time of the next appointment on our little appointment cards so that the

patient can take that home and write it on their calendars. Mohs Check-in

Mohs Pt. sign separate consent forms found in EMA. Repeat the same Check out process as a regular Pt.

Pathology Checking in Pathology from CTA

CTA Courier delivers Pt. slides and Pathology sheets to the front desk for us to check in. In order to check the slides in I log on to the application Pathlogix. From there I check in the Slides.

I then deliver those slides to the Laboratory In-box for the Doctor to review. Informing the Patient of Diagnosis

Once the MA’s have made the initial phone calls to the patients regarding their diagnosis, some don’t answer the MA’s initial call.

When the patient calls back, I am often the one that gives the patient their diagnosis and schedules for the appropriate type of treatment as prescribed by the doctor.

Entering results in EMA If the case is such that I gave the Pt. their results, it is then my responsibility to

document the conversation we had in EMA. Once the conversation is documented I fax the Pathology to the Pt. Primary Care Doctor

to inform them of the biopsy results and of the upcoming appointment or lack thereof. Once all of those steps are completed I set the pathology in the scan box to scan into

EMA. Batch Management

Keep the daily money flow documented and accounted for. At the beginning of the day we create the batch that is designated for that day to collect

payments. We document every payment made in a day in that day specific batch. We use a deposit slip to hand document each payment made throughout the day so

that at the end of the day we can account for all of the money flow from that day. At the end of the day we print out a computer generated despots slip to assure that

each transaction that was preformed that day is accounted for and applied to the Pt. proper account.

Misc. Responsibilities On Mohs days make sure that the waiting room is prepared with water, coffee, snacks, and

music for the Pt. Also make sure that the Mohs emergency kits are stocked and ready to use if needed.

Make sure that the copy/fax machine has paper during the day and overnight. Scheduling lunches with Med. Reps and assisting them. UPS/Fed Ex deliveries I correct address that Janet finds through billing. I schedule Interpreters for Spanish only Pt. I help keep the waiting room neat and tidy. Solve day to day technology problems. Order Lunches for the office on occasion when doctor requests or when we host a Med.

Rep.