Clinical/Medical Office Assistant/Receptionist (Term)
Vancouver , BC
- Follows all Hiring Solutions' policies as outlined in the orientation material with particular, adherence to procedures as they relate to time sheet submission, reporting sick time and vacation requests.
- Exercises tact, judgement and sensitivity to the departmental environment; conforms and adapts to the established standards of conduct.
- At the outset of each placement, requests the following information from the department:
- Information concerning hours of work and appropriate break times.
- Their policies concerning the personal use of e-mail and internet.
- The departmental reporting structure and procedures as they relate to the placement.
- The department dress code and scent free policy.
- Immediately communicates to Hiring Solutions any concerns that may impede the successful completion of the placement.
- Advises Hiring Solutions of any reason for absence, tardiness or any other reason that would affect their ability to complete the hours as set out by the department.
- Makes every effort to maintain and upgrade their office skills through the resources provided by Hiring Solutions and the University.
To act as receptionist in a medical clinic environment working with students and faculty to serve up to patients and families.
Reports to the Senior Business Manager for UBC Hiring Solutions. For duties, reports to the Clinic Manager or Administrative staff. Works closely with other Clinic Receptionists, Chart Room Clerks, and Administrative Clerks. Interacts regularly with patients, students, faculty, and other staff.
- Answers telephone and in-person queries from prospective and current patients about programs available for treatment. Answer queries about treatment entries and charges in computer record. Identifies problem in computer record and forwards for correction.
- Books appointments for routine and urgent care patients.
- Provides guidance and instructions, liaises with medical plans to ensure that patients receive maximum benefits. Verifies and prints insurance claim forms for reimbursement. Troubleshoots insurance processes.
- Allocates payments in patient records from insurance remittances, follows up problems with patients and insurance companies. Gathers information from patient records.
- May instructs students during orientation, once or twice per academic year, on reception procedures, patient payments, laboratory procedures and other plans.
- May take daily payments of cash, cheques, credit cards, and direct deposit. Accurately enters payments into patients' record and issues receipts to the patient. Reconciles and prepares deposits on a daily basis.
- Contacts patients by phone with outstanding accounts and NSF cheques to obtain payment.
- Closes patients' accounts and gathers information on accounts to be forwarded to a collection agency.
- May check laboratory items to ensure that pre-payment has been made or that pre-determination has been approved by plans.
- Enters data for Laboratory invoices into patient records.
- Prepares charts and computer records for patient.
- Responsible for setting up and maintaining a system for archiving and recycling medical charts.
- Maintains and operates a highly confidential electronic medical record system
Demonstrated service skills required:
- Provides respectful, tactful, fair and efficient service to a culturally diverse group of clients including: students, faculty, staff, colleagues, affiliates, suppliers and campus visitors.
- Communication (oral):
- Interacts with co-workers, clients / customers in a pleasant, courteous manner.
- Listens effectively and empathically.
- Clarifies and assesses what is being asked.
- Diffuses situations by remaining in emotional control when co-workers, clients / customers / suppliers are anxious, frustrated or angry.
- Communications (written)
- Clarifies and assesses what is being asked.
- Responds concisely with grammatical accuracy in writing to email inquiries and correspondence.
- Provides timely service with minimum supervision.
- Works effectively during high volume placements.
- Works co-operatively within a departmental team.
- Is well organized and able to multitask in a fast pace environment.
- Works effectively under pressure.
- Works independently with a high degree of accuracy.
- Enters data efficiently and accurately.
- Coordinates and execute complex administrative tasks related to meetings and events bookings, travel arrangements, and basic financial transactions.
- Enters, edits, and manipulates data in relevant information systems, requiring data manipulation processes of a complex nature.
- Performs financial duties such as reconciling journal vouchers, and processing expenses, credit card payments, and travel requisitions.
- Responsible for the maintenance of office supplies, including inventory, ordering and purchasing.
- Any other administrative duties required by the department to meet the operational needs.
2. Decision making and Judgement
- Decision making:
- Analyzes information and identifies potential solutions.
- Solves problems.
- Makes decisions within established guidelines.
- When required, accurately interprets data/verifies information.
- Recognizes discrepant perspectives, balances needs and makes every attempt to resolve conflict.
- Recognizes limits (e.g. knows what is an emergency, or when to refer).
- Exercises judgement based on thorough knowledge of established policies and procedures, or recognizes the need to defer to departmental authority.
- Exercises integrity.
- Makes appropriate use of operational tools and equipment.
- Maintains privacy, confidentiality and uses authority appropriately.
- Adapts to changing priorities.
Works under general supervision with general instructions and guidelines. Routine duties are performed without ongoing direction.
Consequence of Error/Judgement
Work is performed under clearly defined guidelines requiring minimum judgment on methods used to perform work. Resolves some problems but refer most to the supervisor. Errors can be corrected but could result in patients not receiving treatment when needed causing angry patients, faculty and students missing valuable clinical instruction time.
High School graduation and completion of a Medical or Dental Office Assistant program (including terminology). Minimum of 2 years of relevant experience or the equivalent combination of education and experience. A high level of knowledge of medical insurance with at least 2 years’ experience in preparing claims and reconciling payments. Knowledge of Ministry of Social Services coverage provided for patients with disabilities. Ability to maintain accuracy and attention to detail. Ability to type at 50 wpm and to operate the normal range of office equipment as may be required in the performance of duties, such as, data entry systems, calculators, copying machines. Excellent communication and organizational skills required. Knowledge of medical terminology required. Word processing/spread sheet/computer experience required. Proficiency with electronic medical records. Ability to exercise tact and discretion. Ability to work in a fast pace environment. Experience with patients who speak English as a second language and also patients with disabilities.
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